PetsHotel Lead

Pets Hotel Lead

Pet Smart’s Pets Hotel 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 for pets, ensuring proper healthcare and facility cleanliness. Alongside the Pets Hotel Experience Leader, they are responsible for maintenance and oversight of the Pets Hotel, opening and/or closing the store, overseeing associates, and maintaining a safe and organized environment.

At Pet Smart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed. This posting reflects an existing vacancy, and we are actively seeking candidates for this role.

• 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

• Facilitates the associate experience and supports associate development: training, onboarding, mentoring, coaching, providing feedback for performance reviews, disciplinary action, 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.
• Recognize and celebrate associates driving overall 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.).
• Administer pet parent or vet provided medication for pets.
• Ensure that all pets within the hotel are taken to and from the Vet and report when a sick/injured pet is identified within the store.
• Accurately complete and perform check‑in and check‑out process for all guests and obtain appropriate health and medical information (ensure paperwork is completed accurately).
• Ensure 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.
• Complete the daily morning safety observation walk.
• Perform store opening and closing procedures to uphold brand promise.
• Maintain total store cleanliness standards.
• Coordinate hotel events and other promotional strategies.
• Sell merchandise and services.
• Maintain store standards and lead a culture of empowerment by ensuring compliance with policies and procedures (P&Ps) and the code of ethics.
• Ensure a safe environment for associates, pets, and pet parents.
• Support and follow up on safety incidents.
• Ensure routine maintenance on all equipment in the Pets Hotel; identify potential issues and partner with facilities to resolve them.
• Assist and work in other departments as required. Other duties may be assigned.
• Follow all company policies and procedures.

• 2+ years of retail supervisory experience in a customer‑focused environment.
• Leadership experience preferred.
• Full‑time availability required; flexible 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.

• No direct reports, but expected to guide and support development of other associates.
• Provide feedback on…