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- Shawnee, Kansas, United States
- Shawnee, Kansas, United States
Über
Pet Host Lead (Customer Service Supervisor)
Full-Time | Front Desk Leadership Role
Are you a strong front desk leader who thrives in fast-paced environments, drives results, and sets the standard for exceptional service? We are seeking a Pet Host Lead to supervise and support our front desk team while delivering a polished, professional client experience. This role is ideal for someone who enjoys leading by example, coaching others, and driving both service excellence and revenue growth.
NVA Pet Resorts is part of National Veterinary Associates (NVA) the largest private owner of veterinary hospitals and pet resorts in North America, with 1,300+ locations. We're proud to be in an $8B+ industry that continues to grow as pet parents seek premium, trusted care for their furry family members.
At NVA Pet Resorts, our mission is simple:
Create safe, fun, and loving environments for pets while providing exceptional experiences for our clients and team members.
Position Overview
The Pet Host Lead is the frontline service leader of the resort.
You are responsible for:
- Supervising daily front desk operations
- Coaching and supporting Pet Hosts
- Ensuring service standards are consistently upheld
- Driving reservations, promotions, and membership sales
- Managing client concerns with professionalism and confidence
- Supporting occupancy and revenue optimization
- Maintaining lobby safety and presentation
You will work closely with the General Manager and leadership team to ensure strong service execution and sales performance.
Leadership & Oversight
Lead front desk operations during your shift
Train and mentor new Hosts
Reinforce service, sales, and documentation standards
Monitor reservation accuracy and revenue opportunities
Step in to resolve escalated client concerns
Hold the team accountable to promotions and membership initiatives
Sales & Client Growth
Conduct tours for prospective clients
Confidently explain daycare, boarding, grooming, and training services
Promote packages, add-on services, and seasonal promotions
Drive membership sign-ups and rebooking
Support occupancy goals during peak and non-peak periods
Identify upsell opportunities that genuinely benefit pets and pet parents
This role requires someone who is comfortable discussing pricing, explaining value, and asking for the sale in a professional and service-focused way.
Client Experience
Oversee check-in and check-out processes
Answer calls, emails, and voicemails promptly
Manage waitlists during peak seasons and maximize room utilization
Maintain relationships with high-value clients
Operational Excellence
Manage and reconcile transactions
Monitor inventory for retail and lobby supplies
Ensure accurate client and pet records
Maintain organized and hazard-free common areas
Coordinate closely with pet care, grooming, and leadership teams
What We're Looking For
We are seeking someone who is:
- Experienced in supervising or leading a team (1+ year preferred)
- Comfortable with sales conversations and membership promotion
- Confident giving tours and explaining service value
- Strong in customer service and conflict resolution
- Detail-oriented and organized
- Professional in both written and verbal communication
- Reliable especially on weekends and holidays
You must be able to:
- Work weekends and holidays
- Lift up to 60 lbs
- Stand for extended periods
- Handle dogs of all sizes safely
- Maintain composure in high-traffic environments
- Animal experience is plus but not required.
Benefits & Perks
- Health, Dental & Vision Insurance
- Employee Pet Care Discounts
- Tips
- Growth opportunities within NVA
Equal Opportunity Employer
NVA Pet Resorts is an Equal Opportunity Employer committed to building a diverse and inclusive workplace.
Work schedule
- Weekend availability
- Monday to Friday
- Holidays
Supplemental pay
- Tips
Benefits
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)
- Life insurance
- Disability insurance
- Paid training
- Employee discount
PetSuites - Shawnee 19800 W 65th Terrace, Shawnee, KS, 66218 Apply
Sprachkenntnisse
- English
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