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Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Employee Discounts
Professional Development
Retirement Plan
flexible schedule
Job Description
Wag Hotels is a leading pet care establishment founded in 2005 by passionate pet lovers who identified a significant gap in the availability of quality boarding and daycare services for pets during business trips. Starting as a small personal endeavor, Wag Hotels has evolved into the ultimate boarding and daycare resort catering to dogs and cats, boasting 15 convenient locations across California, Texas, Illinois, and Colorado. Established with the mission to provide a home-away-from-home experience for pets, the company prides itself on the highest level of service, ensuring uncompromising fun, safety, and comfort for every pet that comes through its... Show More
Job Requirements
- Proficiency in front-of-house operating systems
- Ability to interpret dashboards, KPIs, and operational reports
- 2–4 years in client services, hospitality, or related fields
- Fluent in speaking, reading, and writing English
- Must obtain Pet First Aid/CPR within the first 90 days of employment, with renewals every 2 years (provided by Wag Hotels)
- Experience in high-volume environments
- Strong organizational and prioritization skills
- Hospitality-driven mindset
- Ownership mentality
- Calm under pressure
- Demonstrated ability to develop team members
- Resourceful, solves problems before escalating issues
- Strong communication and conflict-resolution skills, including comfortability with public speaking
Job Qualifications
- Proficiency in front-of-house operating systems
- Ability to interpret dashboards, KPIs, and operational reports
- 2–4 years in client services, hospitality, or related fields
- Fluent in speaking, reading, and writing English
- Must obtain Pet First Aid/CPR within the first 90 days of employment, with renewals every 2 years (provided by Wag Hotels)
- Experience in high-volume environments
- Strong organizational and prioritization skills
- Hospitality-driven mindset
- Ownership mentality
- Calm under pressure
- Demonstrated ability to develop team members
- Resourceful, solves problems before escalating issues
- Strong communication and conflict-resolution skills, including comfortability with public speaking
- 1–2 years supervisory experience preferred
Job Duties
- Maintain continuous lobby presence to ensure warm greetings, professional presentation, and high-touch client interaction
- Oversee check-in, check-out, tours, and daily communication with pet parents
- Ensure accurate guest intake, vaccination uploads, and documentation flow from front desk to back-of-house teams, and vice versa
- Own the onboarding and training experience for all team members, ensuring structured, timely, and quality skill development
- Deliver and reinforce training programs, going beyond the 'how' to share the 'why'
- Foster a culture of continuous learning through ongoing coaching, and real-time feedback
- Serve as an effective trainer and facilitator, including review of training materials and delivering content in both group and 1:1 settings
- Manage service lapses with empathy and clarity and follow all escalation protocols
- Communicate proactively with clients regarding reservations, vaccination gaps, special care needs, or guest's stay concerns with their program, health, or behavior adjustments
- Guide clients through program benefits, packages, upgrades, and add-ons
- Lead by example in cross-selling and consultative upselling opportunities
- Monitor bathing availability and collaborate with bathers/grooming to align schedule with demand
- Maintain cleanliness, organization, and professional appearance of the front desk and lobby
- Ensure readiness and eliminate bottlenecks
- Oversee front of house flow, billing issues, and guest profile accuracy
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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