PetsHotel Manager

PetSmart’s Vision and Culture

PetsHotel Manager at PetSmart plays a pivotal role in ensuring the safety and satisfaction of both pets and their owners. Our team members are empowered to grow and succeed, and we strive to create meaningful experiences for pets and their families.

Essential Responsibilities

• Participates in employment decisions such as recruiting, interviewing, hiring, and coaching.

• Facilitates the associate experience and supports associate development through associate reviews, recognition, team activities, labor management, training, onboarding, mentoring, succession planning, and coaching for growth.

• Partners with the Experience Leader and Store Leader on scheduling and delivering on the store’s Profit and Loss (P&L).

• Addresses and administers associate complaints and grievances.

• Prioritizes, delegates, and validates daily tasks for associates to meet business and pet parent needs.

• Effectively communicates company information and priorities to associates to ensure alignment and deliver on expectations.

• Leads and directs associates when acting as the Leader on Duty.

• Recognizes and celebrates associates driving overall associate engagement.

Hotel and Pet Care Operations

• Ensures reservations for pet boarding and doggie day camp are within established policies and procedures, declining reservations when necessary.

• Responsible for the check-in process for all guests, ensuring paperwork is complete and accurate and obtaining appropriate health and medication information.

• Ensures medication procedures are followed for pets requiring medication while in care; may provide medicine to pets based on medication procedures.

• Coordinates in-store events and marketing (adoptions, hotel, salon, etc.), responsible for pet healthcare and facility cleanliness within the hotel (medication, feeding, watering, etc.).

• Observes guest's welfare and communicates to the Experience Leader or Leader on Duty any concerns.

• Responds to pet parent concerns over the telephone, in person, or online.

Qualifications

• 3+ years of retail leadership or experience in a customer-focused environment.

• 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.

• Typically oversees one to four lead associates and ten to thirty non-leader associates.