PetsHotel Lead

About Life At PetSmart

Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams, and challenge each other to be the best they can be.

Benefits

• Paid weekly
• Health & wellness benefits
• 401k plan with company match
• Paid time off for full-time associates
• Associate discounts
• Tuition assistance
• Career pathing and development opportunities

Responsibilities

• People Leadership: Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, coaching, and providing feedback into performance reviews, disciplinary action, and promotions. Delegates and validates 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 to drive engagement.
• Hotel Operations and Overall Store Experience:
  • Responsible for the pet parent experience and outcomes conducted over the telephone, in person, or online, and responding to pet parent concerns.
  • Ensures proper pet healthcare and facility cleanliness within the hotel (medication, feeding, watering, etc.).
  • Administers pet parent or vet-provided medication for pets.
  • Ensures pets within the hotel are taken to and from the vet and reports sick or injured pets.
  • Completes and performs check-in and check-out processes for all guests, ensuring accurate paperwork and health/medical information.
  • Manages reservations for pet boarding and doggie day camp within established policies, declining reservations when necessary.
  • Responsible for monthly hotel safety reporting and standards.
  • Shares responsibility for daily morning safety observation walks, store opening and closing procedures, and maintaining brand promise.
  • Maintains total store cleanliness standards.
  • Coordinates hotel events and promotional strategies.
  • Sells merchandise and services.
  • Maintains store standards, ensures compliance with policies and procedures, and upholds a culture of empowerment.
  • Ensures a safe environment for associates, pets, and pet parents, including safety incident support and follow-up.
  • Performs routine maintenance on PetsHotel equipment, identifies system issues, and partners with facilities to resolve them.
  • Assists and works in other departments as required.
• Follows all company policies and procedures.
• Other duties may be assigned.

Requirements

• 2+ years of retail supervisory experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required; flexibility in schedule, including evenings, weekends, and holidays.
• 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, but expected to guide and support the development of other associates. Provides feedback on associate performance to direct supervisors. Acts as the leader when other leaders are not in the store, including supervising associates, assigning tasks, and addressing concerns.

Physical Demands and Work Environment

• Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, and write.
• Frequently required to reach with hands and arms, stoop, kneel, crouch, talk, and hear.
• Requires depth perception and the ability to lift and/or move up to 50 pounds; occasionally team-lift and/or move more than 100 pounds.
• Occasionally exposed to moving mechanical parts and a wet environment with pet hair.
• Moderate noise level in the work environment; may be exposed to high noise levels at times.
• Exposure to live animals and their handling is common.

Pay

Exact rate of pay will be based on relevant experience, training, skills, or knowledge, and store location. Paid on an hourly basis. In no instance will PetSmart pay less than the local minimum wage.