Pet Hotel Experience Leader

PetSmart Store Support Group, Inc.; Houston (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

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

Job summary

PetSmart's PetsHotel Lead role focuses on delivering exceptional care to pets and pet parents while leading hotel operations and a team of associates. The position emphasizes safety, cleanliness, and a welcoming environment in the PetsHotel, with responsibilities spanning guest check-in/check-out, health oversight, and collaborative store leadership.

The role requires 2+ years in retail supervision, strong communication, and flexible scheduling including evenings and weekends.

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, coaching, and performance feedback.
• 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 excellent pet parent experience and outcomes via phone, in person, or online.
• Oversee pet healthcare and hotel cleanliness, including medication handling.
• Manage check-in/check-out processes and health information for guests.
• Coordinate reservations for boarding and doggie day camp within policy.
• Support safety reporting and daily safety observations.

Skills

Retail supervisory experience

Leadership

Proficiency in computer applications

Communication skills

Evenings/weekends/holidays flexibility

Organizational skills

Stress management

Job description

PetSmart's PetsHotel Lead role focuses on delivering exceptional care to pets and pet parents while leading hotel operations and a team of associates. The position emphasizes safety, cleanliness, and a welcoming environment in the PetsHotel, with responsibilities spanning guest check-in/check-out, health oversight, and collaborative store leadership.

The role requires 2+ years in retail supervision, strong communication, and flexible scheduling including evenings and weekends.