Client Services Manager - Wag Hotels, Inc.

Job Description:

As a Client Services Manager, you will be responsible for managing the Client Services Team and presenting yourself as the face of the company. Your team will be the primary point of contact through various funnels of communication including phone, e-mail, and face to face interactions. You will be responsible for the warmth, presentation and excitement as clients walk in and visit Wag Hotels.

Responsibilities: Your duties will include, but are not limited to:

• Training - Ensures the Client Services Team is fully trained on daily procedures, including checking guests in and out, verifying feeding, medication, vaccination information, and adding services to the stay.
• KPI’s - Sustains standards and KPI’s related to answering the phones, proper phone greeting, professional responses via email, providing an exceptionally friendly and warm experience for all customers.
• Onboarding – On-boards new employees according to process and procedures. Provides hands on training of new hires, managing & updating training check lists, organizing and sharing current training statistics and personalized growth plans for Client Services Team Members.
• Hotel Cleanliness – Ensuring tour route, lobby and bathrooms are kept clean for the use of clients.
• 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 animal software system.
• Emergency Protocol - Ability to operate both front and back of house in an emergency.
• 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 having leads complete inventory and you placing supply orders when needed.
• Grooming – Responsible for time management of the Grooming Salon, quality and care, along with customer expectations and beyond.
• Policies- Full knowledge and understanding on policies relating to care and safety of the guests and ability to effectively train staff on those policies.
• Employee Performance - Ability to identify employee issues such as poor work quality, dress code violations, cell phone violations, minor attendance issues, and other policy violations. Partners with the management team on how to properly address.
• Client Concerns - Ability to resolve client concerns by showing genuine concern and empathy to the client and taking down their correct information and email for the management team to follow up on.
• Manages the hotels internal client satisfaction results. Ensures daily execution of ticketing, managing and fulfilling on clients’ needs and expectations. Shares the results of the survey with the General Manager. Including the action items associated with the results.
• Manages public facing reviews. Responds to public reviews within 24 hours. Partners with General Manager on providing a carefully curated public response.
• Proactively seeks customer feedback by being a significant presence in the lobby. Is present for all sensitive guest concerns that would require special conversations & handling.
• Is aware of the hotel’s top clients, their needs and goes above and beyond in their overall satisfaction.
• Follows the MOD approval process, ensures timely follow up in approval or denial requests.
• Completes lapsed customer monthly exercise, is aware of why clients left us and works with marketing on how to get them back.
• Is comfortable and familiar with Zoho reporting, and metrics within the database.
• Familiar with new guest conversion goals and metrics, ensures guests are given great first-time experiences, thus having them return.
• Introduces yourself to new clients and guests, asks questions to ensure a relationship is built.
• Ensures clients are completely checked out, and invoices are paid for each day.
• Well versed and knowledgeable on Wag Hotels a la carte services. Coaches and inspires their team to make recommendations for boarding enhancements per each guests unique personality.
• Seeks insights from customers on what they want, need, and appreciate in Wag Hotels care and services.
• Trains teams on hotel tours, including intake, proper tour talking points, managing tour data, and understanding results.
• Ability to navigate TriNet, approve timecards, and schedule for front of house
• Maintains the hotels schedule, rectifies call outs, and finds appropriate coverage to ensure guests and clients are provided with the best care possible.
• Establishes a relationship with the client care team and supports effective communication and follow through for customer needs and inquiries.
• Promotes healthy communication between the front of the house and back of the house. Issues are handled quickly, efficiently, and professionally.
• The front desk and lobby should be presentable and clean. Coffee bar is always stocked, rugs are clean, and retail areas well dusted.
• Works with Director of Retail and others on what items clients want and need for retail, putting out inventory, sharing what’s selling, and promoting excitement around retail products.
• Evaluates employee performance on a regular basis and appraises staff per Wag Hotels evaluation standards.
• Ensures that correct disciplinary procedures are adhered to regarding consistent handling of corrective actions.
• Aware of all guest and handler injury related problems, ensures incident reports are filed and handled correctly.
• Working at the front desk as needed to aid in prompt and professional service. Jumps in when there is a line of customers, or answers phones when client services team is backed up.
• Trained and able to prepare and complete hotel payroll.
• Responsible for coordination of all Wag Hotels events, this includes Daycare events (holiday events, enrichment events, camp events).
• Has an excellent understanding of event goals, descriptions of events, and communicates them confidently and effectively with our clients.
• Manages inventory needs for all events, this includes camp programs, outreach events, and enrichment.
• Verifies that great quality photos of events are taken daily and encompass fun and excitement. Shares these photos with marketing to help with Social Media efforts.
• Supports daily needs of the Wag Hotels app, to enforce 100% compliance via photo sharing and report card preparation.

Qualifications:

• Must have a minimum of 1 year of experience in Animal Industry.
• Must have flexible availability.
• Tour Certified
• Previous experience in Customer Service a plus.
• 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.

Physical Requirements:

• Ability to lift up to 50 lbs.
• Ability to Reach and bend while standing for a long period of time.
• Ability to be around dogs and cats for an extended period of time.

Benefits:

• 40 hours of sick time annually.
• Vacation accrual up to 20 days per year.
• Free daycare for your pet after your first 30 days.
• Two weeks of free boarding for your dog or cat (during non-peak periods).
• 30% discount on all retail.
• 20% discount on all services (grooming, bathing, add-on activities).
• $50/month phone reimbursement.