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, manages associates, ensures proper pet healthcare and facility cleanliness, and maintains a safe and organized environment.

Essential Responsibilities

• Facilitates the associate experience and supports associate development through training, onboarding, mentoring, and coaching.
• Delegates and validates the completion of daily tasks.
• Learns 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.
• Manages the pet parent experience and outcomes over the telephone, in person, or online, and responds to pet parent concerns.
• Ensures pet healthcare and facility cleanliness within the hotel (medication, feeding, watering, etc.).
• Administers pet parent or vet provided medication for pets.
• Accurately completes and performs check-in and check-out processes for all guests and obtains the appropriate health and medical information for guests.
• Responsible for the monthly hotel safety reporting/standards and shared responsibility for the daily morning safety observation walk.
• 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 and code of ethics.
• Ensures a safe environment for our associates, pets, and pet parents.
• Supports and follows up on safety incidents.
• Assists in the maintenance of equipment in the PetsHotel.
• 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, 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

Benefits That Benefit You:

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

Pay

Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. This position is paid on a per hour basis. In no instance will PetSmart pay less than the local minimum wage.

Schedule

This position is eligible for benefits as described at https://benefits.petsmart.com/us/. Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law).

Equal Opportunity Employer

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.