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.
Customer Service Supervisor • Newport News, VA, US
EchoStar is reimagining the future of connectivity.Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans an... Show more
Founded in 1919, KJ has always looked to the future.With a talented team of professionals and a culture of continuous improvement, we deliver exceptional engineering, environmental consulting, and ... Show more
Job DescriptionWe are seeking a highly skilled and experienced Cable Mechanic Field Service Supervisor to lead and provide oversight to installation/repair teams completing US Navy Combat System sh... Show more
Lead Mechanic Supervisor- DockPurpose:Colonna's Shipyard is seeking a Lead Mechanic Supervisor to to support docking operations at our shipyard in Norfolk, VA.Position Summary:Position will support... Show more
Burlington Stores Full-Time Customer Service Supervisor or Full-Time Selling Floor SupervisorAt Burlington, we embrace the many facets of diversity that strengthen our communities where we live and... Show more
Facilities Management Director.You will direct, control and coordinate assigned operations within the Facilities Management Department by the utilization of broad knowledge of facilities management... Show more
RMA Receiving SpecialistThis position is a 3-6 month temporary opportunity, responsible for completing RMA (Returned Material Authorization) receiving, including warranty and credit RMA's.Assists t... Show more
Customer Service RepresentativeThe Customer Service Rep is responsible for daily task of Customer Service activities.Processing Orders, Placing RFQs, Order Acknowledgements, Creating/Receiving Quot... Show more
Job TypeFull-timeDescriptionService ManagerLocation: Norfolk, VAEmployment Type: Full-TimeSchedule: Monday-Friday; weekend hours as business needs requireReports To: Branch ManagerPosition SummaryT... Show more
OverviewAs a Part-Time Supervisor, you will support the management team to create the best experience for our customer and deliver desired results.You also share the responsibility to execute assig... Show more
As a Supervisor, you will support the management team to create the best experience for our customer and deliver desired results.You also share the responsibility to execute assigned store operatio... Show more
Valet Supervisor / Guest Service Coordinator.Parking Management Company (PMC) is a national leader in hospitality-focused parking services.Headquartered in Nashville, Tennessee, PMC provides valet ... Show more
PRIDE Industries Job PostingPRIDE Industries is a fast-paced company with a mission:To Create Jobs for People with Disabilities while providing high quality, value-added solutions to our nationwide... Show more
Job DescriptionWorking with a well-respected heavy equipment company that is looking for a highly motivated individual to fill the role of Service Manager.You will be responsible for filing warrant... Show more
Consumer Loan SpecialistAre you looking for a long-term opportunity with a growing financial services company that rewards performance and gives back to its community? If so, please read on!This po... Show more
Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampt... Show more
Restoration SupervisorDo you love helping people through difficult situations? Then, don't miss your chance to join our franchise as a new Restoration Supervisor.As a new Restoration Supervisor at ... Show more
Full-Time and Permanent; Non-Exempt; 8 Hours/Day; 252 Days/Year; 12 Months/Year; Grade PPGeneral ResponsibilitiesThis is the supervisory level of the HVAC Controls Shop trades series.Plans, coordin... Show more
Title: Operations Supervisor – Commercial Lines.Please note: If this position is posted as either fully remote and/or hybrid, in accordance with company policy, individuals residing within a 50-mil... Show more
About Us:Since 1987, Eagle Fire Inc.Our expertise includes fire sprinkler systems, fire alarm systems, suppression systems, special hazards systems, access control, extinguisher services, inspectio... Show more
