Client Services Manager

Our PurposeOur 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 ValuesOur People: Passion in ActionWe're passionate pet lovers- trained professionals dedicated to growing our careers with Wag Hotels.Our Culture: Growth with IntegrityWe're collaborative, inclusive and accountable. We stay curious, proactive, and committed to doing what's right.Our Clients: Relationships FirstWe build trust with pet parents through strong relationships, consistent services and experiences that enrich pets' lives.Guest Care: Excellence Every TimeWe never compromise on safety, care, or cleanliness- operating with consistency to serve more guests and grow our people.Position OverviewThe Client Services Manager (CSM) is responsible for delivering an exceptional, hospitality-driven client experience that strengthens trust, grows revenue, and improves operational performance across the hotel. This role oversees front-of-house operations, all client communications, lobby presence, and service recovery, while ensuring all team members uphold Wag's customer philosophy where every client and pet feels known, valued, and cared for.Reports to: General ManagerWhy this Role MattersThe CSM drives business impact by improving conversion rates, enhancing client retention, increasing adoption of value-add services (bathing, specialized care, enhancements), and ensuring efficient lobby flow that positively influences first impressions and overall client satisfaction.Key OutcomesElevated client satisfaction scores (NPS, Public Reviews, Sentiment tracking).Improved conversion rates for tours, daycare discovery, lapsed customer outreach and lobby-based upsells.Reduced guest concerns through proactive communication and service recovery.Strong CS team engagement with clear expectations, coaching, and accountability.Increased adoption of bathing, upgrades, add-ons, and seasonal offerings.Core ResponsibilitiesClient Experience & Front-Desk OperationsMaintain 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.Team Leadership & TrainingOwn 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.Communication & Service RecoveryManage 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.Sales & Revenue EnablementGuide 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.Operational ExecutionMaintain 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.What we are Looking For:Required QualificationsProficiency 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.Preferred Qualifications1–2 years supervisory experience preferred.Physical RequirementsProlonged periods of sitting at a desk and working on a computerMust be able to lift 15 pounds at timesAbility to travel when neededAbility to be around dogs and cats for an extended period of time