PetsHotel Lead

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 oversees the PetsHotel, managing associates, and ensuring a welcoming and safe environment for pets.

Responsibilities

• Facilitate the associate experience and support their development through training, onboarding, mentoring, and coaching.
• Delegate and validate the completion of daily tasks, leading and directing associates when acting as the leader on duty.
• Address and administer associate complaints and grievances, recognizing and celebrating associates driving overall engagement.
• Ensure proper pet healthcare and facility cleanliness, including administering pet parent or vet provided medication and reporting sick/injured pets.
• Accurately complete and perform check-in and check-out processes, maintaining accurate health and medical information for guests.
• Administer pet boarding and doggie day camp reservations, ensuring compliance with policies and procedures.
• Complete monthly hotel safety reporting/standards, conducting daily morning safety observation walks, and overseeing store opening and closing procedures.
• Maintain store cleanliness standards, coordinating hotel events, and selling merchandise and services.
• Maintain store standards and lead a culture of empowerment by ensuring compliance with policies and procedures and code of ethics.
• Ensure a safe environment for associates, pets, and pet parents, supporting safety incident response and follow-up.
• Assist with routine maintenance of equipment in the PetsHotel, identifying and resolving potential system issues.
• Support other departments as required.

Qualifications

• 2+ years of retail supervisory experience in a customer-focused environment, with leadership experience preferred.
• Full-time availability required, flexibility in schedule, ability 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.
• No direct reports, but expected to guide and support the development of other associates.

Benefits

• Paid Weekly Health & Wellness Benefits
• 401(k) Plan with company match
• Paid Time Off for full-time associates
• Associate discounts
• Tuition Assistance
• Career pathing
• Development opportunities