Experience Lead

PetSmart does Anything for Pets – JOIN OUR TEAM! 

Pets Hotel Lead

About Life at PetSmart 

Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams, and challenge each other to be the best they can be. This posting reflects an existing vacancy, and we are actively seeking candidates for this role.

Benefits that benefit you  

• 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 environment. 

Essential Responsibilities

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

People Leadership:  

• Facilitates the associate experience and supports associate development. This includes but is not limited to training, onboarding, mentoring, and coaching for growth. as well as providing feedback into associate performance reviews, disciplinary action and promotions.  
• 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.  

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. 

Supervisory responsibility

• No direct reports, however, are expected to guide and support the development of other associates. 
• Provides feedback on associate performance to direct supervisor.  
• Acts as the Leader when other Leaders are not in the store. This includes supervising associates, assigning tasks and addressing any concerns. 

Essential physical demands and work environment

• Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. The associate frequently is required to reach with hands and arms: stoop, kneel, crouch, talk and hear. Specific vision abilities required by this job include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. Specific vision abilities required by this job include depth perception. 
• While performing this job, the associate is occasionally exposed to moving mechanical parts and a wet environment with an abundance of pet hair. The noise level is moderate in the work environment; however, associates may be exposed to high levels of noise at times. Exposure to live animals and their handling is common. 

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!  

PetSmart is an Equal Opportunity Employer  

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.        

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. This position is paid on a per hour basis. 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/

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.

Compensation: 14.21 to 24.95 (USD) (HOURLY)