Client Services Manager

Wag Hotels is a premier pet care company founded in 2005 by avid pet lovers who sought to create a safe and nurturing space for pets during their owners' business trips. Starting from a personal mission, Wag Hotels has evolved into the ultimate boarding and daycare resort for both dogs and cats. The company operates 15 convenient locations spread across California, Texas, Illinois, and Colorado, establishing itself as a trusted home-away-from-home for spoiled pets nationwide. Known for delivering uncompromising fun, safety, and comfort, Wag Hotels prides itself on top-tier service supported by passionate, trained professionals dedicated to ensuring pets experience joy, security, and high-quality care while their owners are away.

Wag Hotels embodies a culture grounded in passion, integrity, relationship-building, and excellence. The company is committed to fostering a collaborative, inclusive environment where employees can grow their careers while delivering outstanding guest care consistently. Their approach emphasizes client relationships, accountability, and proactively doing what’s right, ensuring every pet parent and their pet receives personalized attention, respect, and care.

The role of Client Services Manager (CSM) at Wag Hotels plays a critical part in maintaining this exceptional level of client service and operational excellence. Reporting directly to the General Manager, the CSM is responsible for delivering a hospitality-focused customer experience that strengthens client trust, supports revenue growth, and improves the seamless operation of the hotel’s front-of-house activities. This involves overseeing all client communications, managing lobby presence, and leading service recovery efforts to guarantee that every client and pet feels recognized, valued, and cared for.

Beyond client interaction, the CSM has a leadership role in guiding and developing the client services team. This includes onboarding new team members, delivering robust training programs with a focus on both practical skills and the underlying philosophy of Wag Hotels, and fostering a culture centered around continuous learning, coaching, and accountability. Additionally, the CSM endeavors to enhance sales by promoting programs, upgrades, add-ons, and seasonal offerings in a manner that aligns with client needs.

The position also entails managing operational tasks such as maintaining the cleanliness and professional appearance of the front desk and lobby, overseeing billing issues, ensuring accuracy in guest profiles, and facilitating smooth front-of-house flow. High importance is placed on proactive communication to address any client concerns swiftly and empathetically, which helps reduce service lapses and improves overall satisfaction.

As a highly visible representative within the hotel, the Client Services Manager is instrumental in setting a welcoming tone for all guests and is a pivotal contributor to Wag Hotels’ reputation as a leader in the pet care industry. Success in this role is marked by elevated client satisfaction scores, improved conversion rates for tours and additional service offerings, reduced guest concerns, and a highly engaged, well-trained front-of-house team committed to excellence.

Joining Wag Hotels means becoming part of a passionate pack that values growth with integrity, relationships first, and excellence in guest care every time. The role offers a rewarding opportunity to combine a love of animals with a hospitality-driven career, all while contributing to a company that is a leader in innovative and compassionate pet care.