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.

• Facilitates the associate experience and supports associate development.
  • Training, onboarding, mentoring, and coaching for growth.
    • Feedback into associate performance reviews, disciplinary action, and promotions.
  • Delegate and validate 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.

People Leadership

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.). Responsible for administering pet parent or vet provided medication for pets. Ensures that all pets within the hotel are taken to and from the Vet and responsible for reporting 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).

• Responsible for the 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.
• Captures 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.
• 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.

Essential Physical Demands And Work Environment

Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. The associate frequently is required to reach with hands and arms: stoop, kneel, crouch, talk and hear. Specific vision abilities required by this job include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. Specific vision abilities required by this job include depth perception. While performing this job, the associate is 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.