Pet Hotel Experience Leader

PetSmart; Columbia (MD); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Paid Weekly

Health benefits

401k match

PTO for full-time associates

Associate discounts

Tuition assistance

Career pathing

Development opportunities

Job summary

PetSmart's PetsHotel Lead role focuses on delivering exceptional care for pets and supporting a safe, well-managed hotel environment within the store. You will oversee opening/closing, supervise associates, and ensure health and safety standards are met while maintaining excellent guest service for pet parents.

This position requires 2+ years of retail supervisory experience, strong communication, and the ability to lead by example in a fast-paced retail setting.

Qualifications

• 2+ years of retail supervisory experience in a customer-focused environment.
• Leadership experience preferred.
• 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.

Responsibilities

• Facilitates the associate experience and supports development through training, onboarding, mentoring, and coaching; provides feedback for performance reviews and promotions.
• Delegate and validate 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 engagement.
• Ensure pet parent experiences are positive via phone, in person, or online; respond to concerns.
• Maintain hotel safety and cleanliness; oversee pet health coordination with Vet.
• Oversee check-in/check-out processes and obtain health information.
• Manage reservations, scheduling, and store opening/closing duties.
• Coordinate hotel events and promotions; ensure brand standards and ethics.

Skills

Retail supervisory experience

Leadership experience

Flexible schedule

Proficiency in computer applications

Strong communication skills

Under pressure/maintain composure

Attention to detail

Job description

PetSmart's PetsHotel Lead role focuses on delivering exceptional care for pets and supporting a safe, well-managed hotel environment within the store. You will oversee opening/closing, supervise associates, and ensure health and safety standards are met while maintaining excellent guest service for pet parents.

This position requires 2+ years of retail supervisory experience, strong communication, and the ability to lead by example in a fast-paced retail setting.