PetHotel Experience Lead — People & Pet Care

PetSmart Store Support Group, Inc.; Mansfield (TX); On-site; USD 42,000 - 60,000; 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 ensures a welcoming and safe environment for pets, overseeing the PetsHotel and supporting associates in daily operations.

Key responsibilities include leading during shifts, maintaining cleanliness, coordinating events, and ensuring high-quality guest experiences for both in-store customers and their pets.

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.
• Delegate and validate completion of daily tasks.
• Leads and directs associates when acting as the leader on duty.
• Address and administer associate complaints and grievances.
• Recognizes and celebrates associates driving overall associate engagement.
• Responsible for the pet parent experience and outcomes conducted over the telephone, in person or online, and responding to pet parent concerns.
• Responsible for pet healthcare and facility cleanliness within the hotel (medication, feeding, watering, etc.).
• Maintains total store cleanliness standards.
• Coordinates hotel events and other promotional strategies.
• Sells merchandise and services.

Skills

Retail supervision

Leadership experience

Customer service

Communication skills

Computer proficiency

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 ensures a welcoming and safe environment for pets, overseeing the PetsHotel and supporting associates in daily operations.

Key responsibilities include leading during shifts, maintaining cleanliness, coordinating events, and ensuring high-quality guest experiences for both in-store customers and their pets.