PetsHotel Manager

PetSmart; Ottawa; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Paid weekly

Health benefits

RRSP with company match

Paid time off

Employee discounts

Tuition assistance

Career pathing

Development opportunities

Job summary

PetSmart’s PetsHotel Manager leads the safety and guest experience for the hotel within the store, driving company strategy and delivering exceptional service. This role provides leadership to the store, ensuring efficient daily operations and adherence to policies while supporting pet parents and teams.

The position requires strong leadership, a focus on results, and the ability to coach staff, manage schedules, and uphold PetSmart’s values across the hotel operations.

Qualifications

• 3+ years of retail leadership or experience in a customer-focused environment.
• Full-time availability; flexibility to work evenings, weekends, and holidays.
• Proficiency in computer applications including POS and Office programs.
• Strong written and verbal communication skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail.

Responsibilities

• Provide leadership oversight of the PetsHotel and drive store strategies.
• Lead scheduling, labor management, and P&L with Experience Leader.
• Ensure safety and quality of pet care and guest experience.
• Coach and develop associates; recruit, hire, and onboard when needed.
• Monitor daily tasks, communicate priorities, and ensure policy compliance.
• Coordinate in-store events and promote pet care services.

Skills

Retail leadership

Customer service

Computer proficiency

Communication skills

Time management

Tools

POS systems

Microsoft Office

Job description

PetsHotel Manager

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 That Benefit You

• Paid Weekly
• Health & Wellness Benefits*
• Group Registered Retirement Plan (RRSP) with company match
• Paid Time off for full-time associates
• Associate discounts
• Tuition Assistance
• Career pathing
• Development opportunities

Job Summary

PetSmart’s PetsHotel Manager has leadership oversight of the safety of people and pets and the pet parent experience within the hotel while upholding the company’s vision, mission, values, and strategy within the store. This role is expected to provide leadership to the store by driving company strategies, achieving targeted results, championing exceptional pet parent service and efficient execution of the hotel’s daily business.

Essential Responsibilities

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:

People Leadership

• Participates in employment decisions such as recruiting, interviewing, hiring, and coaching.
• Facilitates the associate experience and supports associate development. This includes but is not limited to 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).
• Address and administer associate complaints and grievances.
• Prioritize, delegate, and validate 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.
• Delegate and validate completion of daily tasks.
• 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. Ensures paperwork is complete and accurate and obtains 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.
• Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; transport to the vet as needed.
• 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.
• Responsible for the pet parent experience and outcomes conducted over the telephone, in person or online, and responding to pet parent concerns.
• Shared responsibility with store opening and closing procedures to ensure we uphold our brand promise.
• Recommends, informs, and sells merchandise and services.
• Maintains store standards and leads a culture of empowerment by ensuring compliance with our policies and procedures (P&Ps) and code of ethics.
• Ensures a safe environment for our associates, pets, and pet parents.
• Responsible for safety incident support and follow up and monthly hotel safety reporting/standards.
• Ensures prescribed maintenance occurs on all equipment in the PetsHotel on a regular basis to ensure proper functioning; investigates and identifies potential system problems, proactively acts to resolve system problems to minimize risk for serious mechanical failures.
• Reviews pet parent service surveys and partners with the Experience Leader to align on and take immediate action when necessary.

Qualifications

• 3+ years of retail leadership or experience in a customer-focused environment.
• Full-time availability required, flexibility in schedule, able 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.

Supervisory responsibility

• Typically oversees one to four lead associates and ten to thirty non-leader associates. Carries out supervisory responsibilities in accordance with PetSmart’s policies and procedures.

Essential Physical Demands And Work Environment

• Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. The associate frequently is required to reach with hands and arms: stoop, kneel, crouch, talk and hear. Specific vision abilities required by this job include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. Specific vision abilities required by this job include depth perception.
• While performing the duties of this job, the associate is occasionally exposed to moving mechanical parts, as well as a wet environment with an abundance of pet hair. The noise level is moderate in the work environment; however, associates may be exposed to high levels of noise at times. Exposure to live animals and their handling is common.

Do What You Love

Join us for a chance to make a meaningful impact every day. Whether it's helping a customer choose their first fish, celebrating a pet's birthday, or seeing the smile on a pet parent’s face after a fresh groom—you'll create moments that matter. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.

PetSmart is an Equal Opportunity Employer

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided with a copy of a job description for the actual position you are hired into. 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. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for benefits as described at https://benefits.petsmart.com/ca/

• Part-time employees in Saskatchewan only may be eligible for medical and other benefits after completing six months of continuous service and working an average of at least 15 hours per week.