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.
Who We Are
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.
What You’ll Do
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.
PetSuites is the leader of the pack in pet resorts offering exceptional services for both dogs and cats, ranging from boarding and daycare to grooming and training. Our trusted team of professionals delivers memorable experiences with personalized service in fun, convenient, and modern spaces.
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