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 facilitates the associate experience and supports associate development, oversees the PetsHotel, and maintains a safe and organized environment.

Responsibilities

• Facilitate the associate experience and support associate development through training, onboarding, mentoring, and coaching.
• Delegate and validate the completion of daily tasks.
• Lead and direct associates when acting as the leader on duty.
• Address and administer associate complaints and grievances.
• Recognize and celebrate associates driving overall associate engagement.
• Ensure the pet parent experience and outcomes, including pet healthcare and facility cleanliness.
• Administer pet parent or vet provided medication for pets.
• Report when a sick/injured pet is identified within the store.
• Accurately complete and perform check-in and check-out processes for all guests, obtaining necessary health and medical information.
• Ensure reservations for pet boarding and doggie day camp are within established policies and procedures, declining reservations when necessary.
• Complete monthly hotel safety reporting/standards and share responsibility for the daily morning safety observation walk.
• Coordinate hotel events and other promotional strategies.
• Sell merchandise and services.
• Maintain store standards and lead a culture of empowerment by ensuring compliance with policies and procedures and code of ethics.
• Maintain a safe environment for associates, pets, and pet parents.
• Support and follow up on safety incidents.
• Perform routine maintenance on all equipment in the PetsHotel, identifying potential system issues and partnering with facilities to resolve them.
• Assist and work 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.
• Provides feedback on associate performance to direct supervisor.
• Acts as the Leader when other Leaders are not in the store.