PetHotel Experience Lead - Lead a Caring Team

PetSmart Store Support Group, Inc.; Mountain View (CA); Hybrid; USD 28,000 - 34,000; 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 provides exceptional service to pet parents and pets in our care while upholding the company’s vision and values. This role ensures a welcoming, safe environment, oversees the PetsHotel operations, and supports opening/closing, as well as supervising associates.

The position emphasizes leadership, health and safety standards, and effective communication, with a focus on maintaining cleanliness and coordinating events and promotions within the store.

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.

Responsibilities

• Facilitates the associate experience and supports development, onboarding, mentoring, coaching, and performance feedback.
• Delegate and validate completion of daily tasks; supervise when on duty.
• Ensure pet parent experience via phone, in person, or online; address concerns.
• Maintain pet health and hotel cleanliness; administer medications as needed.
• Manage check-in/check-out and health information; oversee reservations per policy.
• Oversee store opening/closing procedures and overall store cleanliness.
• Coordinate hotel events and promotions; assist other departments as required.
• Ensure safety, code of ethics compliance, and incident follow-up.

Skills

Retail supervisory experience

Leadership experience

Computer applications proficiency

Strong written and verbal skills

Job description

PetSmart's PetsHotel Lead provides exceptional service to pet parents and pets in our care while upholding the company’s vision and values. This role ensures a welcoming, safe environment, oversees the PetsHotel operations, and supports opening/closing, as well as supervising associates.

The position emphasizes leadership, health and safety standards, and effective communication, with a focus on maintaining cleanliness and coordinating events and promotions within the store.