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 safe and organized environment.

Responsibilities

• Facilitates the associate experience and supports associate development through training, onboarding, mentoring, and coaching.
• Delegates and validates the completion of daily tasks, leading and directing associates when acting as the leader on duty.
• Addresses and administers associate complaints and grievances, recognizing and celebrating associates driving overall associate engagement.
• Ensures the pet parent experience and outcomes, including pet healthcare and facility cleanliness.
• Administers pet parent or vet provided medication for pets, and reports sick/injured pets to the Vet.
• Completes and performs check-in and check-out processes, obtaining necessary health and medical information.
• Manages reservations for pet boarding and doggie day camp, adhering to established policies and procedures.
• Reports and maintains hotel safety standards, conducting morning safety observation walks, and completing store opening and closing procedures.
• Maintains store cleanliness, coordinates hotel events, and sells merchandise and services.
• Maintains store standards and leads a culture of empowerment by ensuring compliance with policies and procedures and code of ethics.
• Maintains a safe environment for associates, pets, and pet parents, supporting safety incident support and follow-up.
• Assists in identifying and resolving potential system issues related to equipment maintenance.

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.