Guest Services Supervisor

Guest Services Supervisor JOB DESCRIPTION

Our Purpose

Our purpose was founded in 2005 by pet lovers who couldn't find a suitable place to leave their pets during business trips. What started as a personal quest has grown into the ultimate boarding and daycare resort for dogs and cats. We pride ourselves on providing the highest level of service in the pet care industry. With 15 convenient locations in California, Texas, Illinois, and Colorado, Wag Hotels is the home-away-from-home for spoiled dogs and cats across the US. Wag Hotels provide uncompromising fun, safety, and comfort to pets, as well as, world-class convenience to their parents. Come join our pack!

Our Values

Our People: Passion in Action

• We’re passionate pet lovers- trained professionals dedicated to growing our careers with Wag Hotels.

Our Culture: Growth with Integrity

• We’re collaborative, inclusive and accountable. We stay curious, proactive, and committed to doing what’s right.

Our Clients: Relationships First

• We build trust with pet parents through strong relationships, consistent services and experiences that enrich pets’ lives.

Guest Care: Excellence Every Time

• We never compromise on safety, care, or cleanliness- operating with consistency to serve more guests and grow our people.

Position Overview

A Guest Services Supervisor is recognized by Wag Hotels management team as having the required skill and determination to effectively run the hotel in the absence of a manager. A guest services supervisor is a leader for the back of house departments. They are also familiar with and able to offer support to the front of house went needed. This role is dedicated to the overall success of the hotel.

• Reports to: General Manager

Core Responsibilities

• Acts as Manager on Duty when management team is not present. Supervises shift leads while Manager on Duty.
• Communication - includes written and oral communication. Hotel supervisors are expected to check in with the management team daily, communicate guest, employee, and client concerns as they arise, coordinate meeting agendas, and attend all departmental meetings. Hotel supervisors also need to possess the ability to effectively communicate with employees and clients.
• On-Boarding- Understands the process of on-boarding a new team member. Completes on-boarding paperwork in a timely manner and ensures new team members starting are given personable, welcoming on-boarding experience.
• New Hire Training - including hands-on training of new hires, managing & updating training check lists, and managing training of the department. This also includes making recommendations to the management team about employees who may be good candidates for cross training, be better suited in a different department, or show signs that they may not be a good fit for the position.
• Hotel Cleanliness - including daily and weekly facility walk-throughs, upkeep of the tour route, ensuring guest rooms are clean, dishes & laundry completed in a timely manner, and storage areas are kept clean and organized. Also includes misc. projects as assigned.
• Deep Clean Management - includes scheduling deep cleans, ensuring deep clean is being properly completed, and managing completion in a timely manner.
• Guest Behavior & Health - Ability to recognize and anticipate guest health and behavior concerns. This includes evaluating guest health and behavior, making decisions regarding needs for grooming/bathing, room and amenity changes, specialized care, and vet care. Also includes communicating those needs to the client as well as the team and making proper notation in the animal software system.
• Documentation & Policy – Ensures room cards are properly used, medication cards are signed off on, reporting is printed accordingly, playgroup notes are thorough, and the currently in house is completed daily. Understands and follows operational procedures outlined by the company.
• Employee & Guest Care – Has the ability to react quickly and effectively when guests or employees are at risk of injury. Follows guidelines for employee safety and care.
• Completes the illness tracker for guests that are staying or have stayed at the hotel. Calls the client to inquire about guest’s health and shows genuine concern for their well- being. Alerts General Manager when several communicable illnesses are trending in the tracker, and engages a plan to deep clean hotel.
• Employee Issues - Ability to identify employee issues such as poor work quality, dress code violations, cell phone violations, minor attendance issues, and other policy violations. Also includes taking steps to rectify the issue and document those situations via email to the management team.
• Client Concerns - Ability to resolve client concerns by showing genuine concern and empathy to the client. Also includes communicating these concerns to the management team through proper format of client concern emails and notation in the animal software system.
• Emergency Protocol - Ability to operate both in the front and back of house in an emergency or down-time situation.
• Facility Maintenance - includes knowledge of maintenance google doc, knowledge of vendor list, Zamboni maintenance, and ability to communicate needs for maintenance and repairs to management team.
• Inventory & Ordering - includes taking weekly inventory and placing supply orders when needed. Hotel supervisors should work with General Manager on inventory and ordering schedule.
• Maintains the hotels schedule, rectifies call outs, and finds appropriate coverage to ensure guests and clients are provided with the best care possible.
• Supports daily needs of the Wag Hotels app, to enforce 100% compliance via photo sharing and report card preparation.
• Lessonly training and compliance for the team, ensuring the training is complete and checklists are filled out.

What we are Looking For:

Required Qualifications

• Must have a minimum of 1 year Dog Boarding experience.
• Must have flexible availability.
• Strong leadership and team management skills.
• Excellent communication and customer service skills.
• Ability to follow procedures effectively.
• Engage and inspire team members to do more than they knew they could.

Preferred Qualifications

• Previous experience as a shift lead or other leadership position a plus

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times
• Ability to travel when needed
• Ability to be around dogs and cats for an extended period of time