PetsHotel Lead

Pets Hotel Lead

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.

• People Leadership: Facilitates the associate experience and supports associate development. This includes but is not limited to training, onboarding, mentoring, and coaching for growth. Also 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 that all pets within the hotel are taken to and from the Vet and reports when a sick/injured pet is identified within the store. Accurately completes and performs check-in and check-out process for all guests and obtains the appropriate health and medical information for guests (ensures paperwork is completed accurately). Ensures reservations for pet boarding and doggie day camp are within established policies and procedures, declining reservations when necessary. Responsible for the monthly hotel safety reporting/standards. Shares responsibility to complete the daily morning safety observation walk. Shares 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 our policies and procedures (P&Ps) and code of ethics. Ensures a safe environment for our associates, pets, and pet parents. Responsible for safety incident support and follow up. Ensures routine maintenance is performed on all equipment in the PetsHotel. This includes identifying potential system issues and partnering with facilities to resolve issues. Assists and works in other departments as required.

Qualifications

• 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, are 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. This includes supervising associates, assigning tasks and addressing any concerns.