Pet Hotel - Client Services Team Member

CLIENT SERVICES TEAM MEMBER JOB DESCRIPTION

Our Purpose

Our 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 Values

Our People: Passion in Action

o We’re passionate pet lovers- trained professionals dedicated to growing our careers with Wag Hotels.

Our Culture: Growth with Integrity

o We’re collaborative, inclusive and accountable. We stay curious, proactive, and committed to doing what’s right.

Our Clients: Relationships First

o We build trust with pet parents through strong relationships, consistent services and experiences that enrich pets’ lives.

Guest Care: Excellence Every Time

o We never compromise on safety, care, or cleanliness- operating with consistency to serve more guests and grow our people.

Position Overview

The Client Service Team Member is the face of Wag Hotels— the first hello, the final goodbye, and the friendly, confident presence that makes pet parents feel at ease. In this role, you’ll deliver warm, hospitality-driven service while keeping the front desk running smoothly in a fast-paced pet hotel environment (yes—there will be barking!).

· To further support our team members and furry guests, this role will provide training on guest care, so you can fully understand our services and standards, and communicate them clearly.

Reports to: Client Services Supervisor/Manager

Core Responsibilities

Hospitality & Client Experience

• Greet pet parents with warmth, confidence, and genuine care—every single time.
• Create a “welcome home” vibe where clients feel known, valued, and taken care of.
• Communicate policies, services, and guest needs with professionalism and empathy.
• Represent Wag with a polished look, positive energy, and strong customer presence.

Front Desk Operations & Lobby Flow

• Run check-ins and check-outs with speed and accuracy, details matter.
• Stay cool in the chaos—busy lobby, phones ringing, excited dogs, a lot happening at once.
• Balance multiple priorities while keeping service standards high.
• Help keep front desk operations organized, efficient, and ready for our guests.

Clean, Presentable Lobby Environment

• Keep client-facing areas clean, bright, and always ready for clients & guests.
• Maintain a high standard of cleanliness and organization at the front desk.
• Take pride in a polished lobby, presentation matters.
• Support the team in keeping the environment welcoming and professional.

Communication, Coordination & Service Recovery

• Connect departments—ensure guest needs and client requests don’t get lost.
• Document important guest care details clearly and consistently.
• Handle concerns calmly, with empathy, and a solution-first mindset.
• Help turn tough moments into trust-building moments.

Technical Systems & Client Communication

• Use CRM and service tools to track requests, respond to clients, and accurately document information.
• Write clear, well-structured client messages, with a high standard of grammar and punctuation.
• Work comfortably in systems like Zoho Desk, email platforms, and reservation tools.
• Comfortable with consistent use of Excel/Word to document, report, and organize.

What we are Looking For:

Required Qualifications

• Warm, friendly demeanor.
• Calm under pressure, great at multitasking, and comfortable in fast-paced environments.
• Compassion for pets that naturally translates to empathy for pet parents.
• Strong written communication skills and confidence using technology/systems.
• Fluent in speaking, reading and writing English.

Preferred Qualifications

• Hospitality/front desk/customer service experience
• CRM or ticketing experience (Zoho Desk, Zendesk, Salesforce, etc.)
• Pet care, boarding, vet, or animal services experience

Physical Requirements

· Prolonged periods of sitting at a desk and working on a computer

· Must be able to lift 15 pounds at times

· Ability to travel when needed

· Ability to be around dogs and cats for an extended period of time

Job Type: Part-time

Pay: $18.70 - $21.20 per hour

Benefits:

• Employee discount
• Life insurance
• Referral program
• Retirement plan

Application Question(s):

• 1. Are you looking for part-time or full-time work? Are you available to work on weekends and holidays?
• 2. Can you tell me about a time you helped someone feel comfortable or cared for in a stressful situation?
• 3. Our clients often see their dogs as family. How would you build trust with a pet parent who’s nervous about leaving their dog with us for the first time?
• 4. What do you think makes a great customer experience—both for the client and for their dog?
• 5. How do you make interactions feel personal when you’re meeting lots of clients every day?
• 6. Describe a time you went out of your way to make someone’s day a little better. What did you do, and how did they respond?
• Have you graduated from high school and received a Diploma?

Education:

• High school or equivalent (Required)

Ability to Commute:

• Santa Clara, CA 95054 (Preferred)

Work Location: In person