PetHotel Experience Lead — Lead Pet Care & Store Ops

PetSmart; Phoenix (AZ); On-site; USD 22,000 - 30,000; 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 Experience Lead provides exceptional service to pet parents and the pets in our care while upholding the company’s vision, mission, values, and strategy. This role provides a welcoming and safe environment to pets, ensuring proper healthcare and facility cleanliness.

Alongside the PetsHotel Experience Leader, they are responsible for maintenance and oversight of the PetsHotel, opening and/or closing the store, overseeing associates, and maintaining a safe and organized

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 associate development. Training, onboarding, mentoring, and coaching for growth; feedback into performance reviews, disciplinary actions 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.
• Recognizes and celebrates associates driving overall engagement.
• Responsible for the pet parent experience and outcomes over the phone, in person or online, and responding to concerns.
• Responsible for pet healthcare and facility cleanliness within the hotel (medication, feeding, watering).
• Administer pet parent or vet provided medication.
• Ensure pets are taken to/from the Vet and report sick/injured pets.
• Complete check-in/check-out process and gather health information.
• Manage reservations for boarding and doggie day camp within policies.
• Maintain monthly hotel safety reporting and daily safety walks.
• Assist with store opening/closing procedures and maintain store cleanliness.
• Coordinate hotel events and promotions; sell merchandise and services.
• Maintain alignment with policies and ethics; ensure a safe environment for associates and pets.

Skills

Leadership

Customer service

Communication

Computer literacy

Job description

PetSmart's PetsHotel Experience Lead provides exceptional service to pet parents and the pets in our care while upholding the company’s vision, mission, values, and strategy. This role provides a welcoming and safe environment to pets, ensuring proper healthcare and facility cleanliness.

Alongside the PetsHotel Experience Leader, they are responsible for maintenance and oversight of the PetsHotel, opening and/or closing the store, overseeing associates, and maintaining a safe and organized