Client Services Manager

Wag Hotels was founded in 2005 by passionate pet lovers who were searching for a better solution to care for their pets during business trips. What began as a personal quest has beautifully evolved into a leading boarding and daycare resort for dogs and cats, renowned across the United States. With 15 convenient locations spread throughout California, Texas, Illinois, and Colorado, Wag Hotels is a trusted home-away-from-home for spoiled dogs and cats. Committed to offering the highest level of service within the pet care industry, Wag Hotels prides itself on creating an environment where pets enjoy safety, fun, and comfort, while their owners experience world-class convenience and peace of mind.

As a company, Wag Hotels places strong emphasis on core values such as passion in action, growth with integrity, placing relationships first, and delivering excellence every time. Their people are trained professionals with a genuine love for pets, and the culture promotes inclusivity, accountability, curiosity, and proactive behavior. The focus on client relationships ensures that every pet parent feels their beloved companions are known, valued, and cared for at every visit.

The Client Services Manager (CSM) role is a pivotal position within Wag Hotels that focuses on delivering an exceptional, hospitality-driven experience to clients. Reporting directly to the General Manager, the CSM manages front-of-house operations, client communications, lobby presence, and service recovery efforts. This role is essential to strengthening client trust, boosting hotel revenue, and optimizing overall operational performance. The CSM ensures that every client interaction, from greeting at the lobby to check-out, is imbued with warmth, professionalism, and attentiveness.

In this leadership role, the CSM oversees the smooth operation of check-ins, check-outs, client tours, and communication, ensuring that all guest information is accurately documented and flows seamlessly between front and back-of-house teams. The role demands leadership, with responsibility for onboarding, training, and coaching team members to exceed service standards. The CSM fosters continuous learning and accountability among team members while acting as a trainer and facilitator in group and one-on-one settings.

A significant aspect of this role is proactive service recovery, which involves addressing service lapses with empathy and clear communication. This includes managing client concerns related to reservations, vaccination, special care needs, or behavioral adjustments. The CSM is also a key driver of sales and revenue growth by guiding clients through program benefits, packages, upgrades, and add-ons with consultative upselling practices. Coordination with grooming and bathing teams ensures service availability aligns with client demand.

The efficient operation of the front desk and lobby is critical to this role, maintaining cleanliness, organization, and professionalism to create positive first impressions and a welcoming atmosphere. The CSM addresses operational challenges, monitors billing, and ensures guest profile accuracy to enhance client satisfaction.

Wag Hotels offers a unique and rewarding opportunity for a dedicated, organized, and hospitality-oriented professional to make a meaningful impact on pet care and client experiences. The position requires a calm demeanor under pressure, strong communication skills, a solutions-oriented mindset, and a commitment to continuous team development. If you have a passion for pets and people and are looking to be part of a dynamic and supportive team, this role at Wag Hotels promises a fulfilling career path to help enrich the lives of pets and their families.