JOB SUMMARY

PetSmart’s PetsHotel Experience Lead (Hotel Supervisor) 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 environment.

HOTEL OPERATIONS AND OVERALL STORE EXPERIENCE:

• 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.)
• Responsible for administering pet parent or vet provided medication for pets.
• Ensures that all pets within the hotel are taken to and from the Vet and responsible for reporting when a sick/injured pet is identified within the store.
• Accurately completes and performs check-in and check-out process for all guests and obtains the appropriate health and medical information for guests (ensures paperwork is completed accurately).
• Ensures reservations for pet boarding and doggie day camp are within established policies and procedures, declining reservations when necessary.
• Responsible for the monthly hotel safety reporting/standards.
• Shared responsibility to complete the daily morning safety observation walk.
• Shared responsibility for store opening and closing procedures to ensure brand promise is upheld.
• Maintains total store cleanliness standards.
• Coordinates hotel events and other promotional strategies.
• Sells merchandise and services
• Maintains store standards and leads a culture of empowerment by ensuring compliance with our policies and procedures (P&Ps) and code of ethics.
• Ensures a safe environment for our associates, pets, and pet parents.
• Responsible for safety incident support and follow up.
• Ensures routine maintenance is performed on all equipment in the PetsHotel. This includes identifying potential system issues and partnering with facilities to resolve issues.
• Assists and works in other departments as required. Other duties may be assigned.
• Follows all Company Policies and Procedures

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.

DO WHAT YOU LOVE

Join us for a chance to make a meaningful impact every day. Whether it’s helping a customer choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom-you’ll create moments that matter. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.
We’re delighted you’re interested in joining our pack and helping us in our commitment to doing Anything for Pets, and the people who love them. We’re excited to hear your story and learn more about you! Apply Now!
This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided with a copy of a job description for the actual position you are hired into. Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for benefits as described at https://benefits.petsmart.com/us/ .
PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disability, as well as any other characteristic protected by federal, provincial, or local law.
Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law)
For applicants in our Waterloo, San Francisco, or Los Angeles locations: Pursuant to the Waterloo and San Francisco Fair Chance Ordinance, as well as the Los Angeles Fair Chance Initiative for Hiring, we will consider for employment, qualified applicants with arrest and conviction records in a manner consistent with the law

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs: