PetsHotel Lead

Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams, and challenge each other to be the best they can be.

Benefits

• Paid weekly
• Health & wellness benefits
• 401k plan with company match
• Paid time off for full-time associates
• Associate discounts
• Tuition assistance
• Career pathing and development opportunities

About the Role

PetSmart's PetsHotel Experience Lead provides exceptional service to pet parents and the pets in our care while upholding the company’s vision, mission, values, and strategy. This role provides a welcoming and safe environment to pets, ensuring proper healthcare and facility cleanliness. Alongside the PetsHotel Experience Leader, they are responsible for maintenance and oversight of the PetsHotel, opening and/or closing the store, overseeing associates, and maintaining a safe and organized environment.

Responsibilities

• People Leadership: Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, and coaching for growth. Provides feedback into associate performance reviews, disciplinary action, and promotions. Delegates and validates completion of daily tasks. Leads and directs associates when acting as the leader on duty. Addresses and administers associate complaints and grievances. Recognizes and celebrates associates driving overall associate engagement.
• Hotel Operations and Overall Store Experience:
  • Responsible for the pet parent experience and outcomes conducted over the telephone, in person, or online, and responding to pet parent concerns.
  • Responsible for pet healthcare and facility cleanliness within the hotel (medication, feeding, watering, etc.).
  • Administers pet parent or vet-provided medication for pets.
  • Ensures all pets within the hotel are taken to and from the vet and reports when a sick/injured pet is identified.
  • Accurately completes and performs check-in and check-out processes for all guests, ensuring paperwork is completed correctly.
  • Ensures reservations for pet boarding and doggie day camp are within established policies and procedures, declining reservations when necessary.
  • Responsible for monthly hotel safety reporting/standards.
  • Shared responsibility to complete the daily morning safety observation walk.
  • Shared responsibility for store opening and closing procedures to ensure brand promise is upheld.
  • Maintains total store cleanliness standards.
  • Coordinates hotel events and other promotional strategies.
  • Sells merchandise and services.
  • Maintains store standards and leads a culture of empowerment by ensuring compliance with policies and procedures (P&Ps) and code of ethics.
  • Ensures a safe environment for associates, pets, and pet parents.
  • Responsible for safety incident support and follow-up.
  • Ensures routine maintenance is performed on all equipment in the PetsHotel, including identifying potential system issues and partnering with facilities to resolve them.
  • Assists and works in other departments as required.
• Follows all company policies and procedures.
• Other duties may be assigned.

Requirements

• 2+ years of retail supervisory experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required; flexibility in schedule, able to work evenings, weekends, and holidays as needed.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail.

Supervisory Responsibility

No direct reports; however, expected to guide and support the development of other associates. Provides feedback on associate performance to direct supervisor. Acts as the Leader when other Leaders are not in the store, including supervising associates, assigning tasks, and addressing any concerns.

Physical Demands and Work Environment

• Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc.
• Frequently required to reach with hands and arms; stoop, kneel, crouch, talk, and hear.
• Specific vision abilities required include depth perception.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds.
• Occasionally exposed to moving mechanical parts and a wet environment with an abundance of pet hair.
• The noise level is moderate in the work environment; however, associates may be exposed to high levels of noise at times.
• Exposure to live animals and their handling is common.

Exact rate of pay will be based on relevant experience level, training, skills or knowledge, and store location. This position is paid on an hourly basis and is eligible for benefits as described at https://benefits.petsmart.com/us/.