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, ensuring proper pet healthcare and facility cleanliness, and maintaining a safe and organized environment.

Responsibilities

• Facilitate the associate experience and support their development through training, onboarding, mentoring, and coaching.
• Delegate and validate the completion of daily tasks, leading and directing associates when acting as the leader on duty.
• Address and administer associate complaints and grievances, recognizing and celebrating associates driving overall associate engagement.
• Ensure the pet parent experience and outcomes, including handling reservations, pet healthcare, and facility cleanliness.
• Maintain the hotel’s safety standards, completing the daily morning safety observation walk, and coordinating hotel events and promotional strategies.
• Sell merchandise and services, maintaining store standards, and ensuring compliance with policies and procedures.
• Support safety incidents and assist in other departments as required.

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.

Benefits

• 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.

Schedule

This position is eligible for benefits as described at https://benefits.petsmart.com/us/.