Guest Services Supervisor
Reports To: General Manager
Make Every First Impression Count.
At Woodley Acres Pet Resort, we believe exceptional pet care begins long before a pet enters our facility—it starts with an exceptional client experience.
We are looking for an energetic, organized and inspiring Guest Services Supervisor to lead our front-of-house team and create outstanding experiences for every pet owner who walks through our doors.
This is an ideal opportunity for someone who thrives in a fast-paced environment, enjoys coaching others, loves building relationships, and has a passion for delivering outstanding customer service.
If you're someone who enjoys solving problems, motivating people, driving sales, and making every customer feel valued, we'd love to meet you.
About Woodley Acres Pet Resort
Woodley Acres is Saskatchewan's premier pet resort, providing exceptional care for dogs and cats 365 days a year.
Our services include:
- Luxury Overnight Boarding for Dogs and Cats
- Structured Dog Daycare Enrichment Program
- Professional Grooming & Styling
- Retail Products
- Pet Wellness Services
Every decision we make is centered around enriching the lives of pets while creating lasting relationships with their families.
Position Summary
The Guest Services Supervisor is responsible for leading the daily operations of the Guest Services department while ensuring every client receives an exceptional experience from reservation to departure.
Working closely with the General Manager, this role provides leadership to our Guest Services team while overseeing front desk operations, reservations, customer service, retail sales, administrative processes, and client communications.
This position combines leadership, hospitality, sales, organization, and problem-solving into one rewarding career where no two days are ever the same.
Why You'll Love Working Here
At Woodley Acres, you're not simply answering phones or checking in pets.
You'll be:
- Building lasting relationships with pet owners.
- Leading an amazing team that genuinely loves animals.
- Celebrating pets' birthdays and milestones.
- Helping families feel confident while they're away.
- Working alongside passionate professionals.
- Learning every aspect of operating a successful pet resort.
- Growing your leadership skills every day.
We believe great leaders create great teams—and we invest in both.
Core Competencies
- Exceptional Customer Service
- Leadership & Team Development
- Communication
- Accountability
- Organization & Time Management
- Sales & Relationship Building
- Adaptability
- Problem Solving
- Critical Thinking
- Conflict Resolution
- Initiative
- Professionalism
- Teamwork
- Computer Literacy
- Attention to Detail
- Compassion for Pets and People
Primary Responsibilities
Leadership & Team Development
- Lead, coach and motivate the Guest Services team to provide exceptional client experiences.
- Foster a positive, collaborative and fun workplace culture.
- Train, mentor and onboard new Guest Services employees.
- Conduct regular coaching conversations and provide constructive feedback.
- Partner with the General Manager on employee performance reviews.
- Ensure policies and procedures are consistently followed.
- Assist with scheduling and daily workload planning.
- Lead by example through professionalism, positivity and accountability.
Customer Experience
- Ensure every guest receives a warm, welcoming and memorable experience.
- Build strong relationships with clients and their pets.
- Conduct facility tours for prospective clients.
- Resolve customer concerns professionally and compassionately.
- Follow up with new clients to ensure satisfaction.
- Encourage repeat business through outstanding service.
- Ensure consistency in customer communication across all shifts.
- Promote Woodley Acres' commitment to pet safety, enrichment and exceptional care.
Sales & Business Development
- Promote boarding, daycare, grooming, retail and wellness services.
- Recommend products and services that benefit each pet.
- Help maximize occupancy through reservation management.
- Maintain and manage holiday waitlists.
- Identify opportunities to increase sales and client retention.
- Support membership renewals and customer loyalty initiatives.
- Work collaboratively with Marketing on promotions and seasonal campaigns.
Reservations & Administrative Operations
- Oversee reservation accuracy and scheduling.
- Ensure invoices are accurate and payments collected.
- Monitor pending invoices and follow collection procedures.
- Maintain accurate client records and vaccination compliance.
- Prepare reports for the General Manager.
- Manage department email communications.
- Coordinate client reminder calls and follow-up communications.
- Ensure reception procedures remain current and efficient.
Financial & Retail Management
- Balance daily cash and payment transactions.
- Audit bookings for billing accuracy.
- Monitor retail inventory.
- Recommend new retail products.
- Coordinate inventory orders with management approval.
- Maintain attractive retail displays.
- Support revenue goals through effective merchandising.
Operational Excellence
- Monitor front desk workflows.
- Ensure reception area remains clean, organized and welcoming.
- Troubleshoot software and equipment issues.
- Coordinate office supply ordering.
- Assist with continuous improvement initiatives.
- Complete departmental reporting.
- Participate in management projects as assigned.
What We're Looking For:
Required Qualifications
- Minimum 2 years of supervisory or leadership experience
- Exceptional interpersonal and communication skills
- Strong organizational and time management abilities
- Proven ability to coach and motivate others
- Outstanding customer service experience
- Experience handling difficult conversations professionally
- Strong computer skills
- Comfortable working in a fast-paced environment
- Passion for pets and people
Preferred Qualifications
The ideal candidate may have experience in:
- Hotel Management
- Hospitality Management
- Front Office Management
- Retail Management
- Veterinary Reception
- Animal Care Administration
- Tourism & Hospitality
- Customer Experience Leadership
Hotel or hospitality management experience is considered a strong asset but is not required.
Experience within the pet care industry is welcomed; however, we are equally interested in candidates with strong leadership, hospitality, customer service or hotel management backgrounds who are eager to learn.
Work Environment
This is an active leadership role that requires flexibility and teamwork.
The successful candidate should expect to:
- Work weekdays, evenings, weekends and holidays as required.
- Stand and walk for extended periods.
- Occasionally lift up to 40 lbs.
- Work in a busy environment where priorities can change quickly.
- Interact daily with clients, pets and multiple departments.
What Success Looks Like
After your first year, you'll have:
- Built a highly engaged Guest Services team.
- Improved customer satisfaction and client retention.
- Increased retail and service sales through consultative selling.
- Streamlined front desk operations.
- Become a trusted leader within Woodley Acres.
- Helped create memorable experiences for thousands of pets and their families.
Why Join Woodley Acres?
At Woodley Acres, we don't just care for pets—we build relationships, create memories, and give pet owners peace of mind.
We're looking for someone who believes leadership is about serving others, inspiring teams, and creating exceptional experiences every single day.
If that sounds like you, we'd love to welcome you to our team.
Pay: $23.54-$26.45 per hour
Benefits:
- On-site parking
- Store discount
Work Location: In person
