PetsHotel Manager

PetsHotel Manager — PetSmart

Job summary: PetSmart’s PetsHotel Manager has leadership oversight of the safety of people and pets and the pet parent experience within the hotel while upholding the company’s vision, mission, values, and strategy within the store. This role provides leadership to the store by driving company strategies, achieving targeted results, championing exceptional pet parent service, and ensuring efficient execution of the hotel’s daily business.

About Life At PetSmart

At PetSmart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our furry, scaled, and feathery friends while enjoying a work experience that celebrates them as their authentic selves.

Benefits

• Paid weekly
• Full-Time Hours
• Health benefits: medical, dental, vision
• 401k
• Tuition assistance
• Associate discounts and perks
• Paid time off for full-time associates
• Career pathing
• Development opportunities

Essential Responsibilities

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

People Leadership

• Participates in employment decisions such as recruiting, interviewing, hiring, and coaching.
• Facilitates the associate experience and supports associate development, including reviews, recognition, team activities, labor management, training, onboarding, mentoring, succession planning, and coaching for growth.
• Partners with the Experience Leader and Store Leader on scheduling and delivering on the store’s Profit and Loss (P&L).
• Addresses and administers associate complaints and grievances.
• Prioritizes, delegates, and validates daily tasks for associates to meet business and pet parent needs.
• Effectively communicates company information and priorities to associates to ensure alignment and deliver on expectations.
• Delegates and validates completion of daily tasks.
• Leads and directs associates when acting as the Leader on Duty.
• Recognizes and celebrates associates driving overall engagement.

Hotel and Pet Care Operations

• Ensures reservations for pet boarding and doggie day camp follow established policies and procedures; declines reservations when necessary.
• Responsible for the check-in process for all guests, ensuring paperwork is complete and accurate and obtaining health and medication information.
• Ensures medication procedures are followed for pets requiring medication; may administer medication per procedures.
• Responds to sick/injured pets and coordinates transport to the vet as needed.
• Coordinates in-store events and marketing (adoptions, hotel, salon, etc.).
• Maintains pet healthcare and facility cleanliness within the hotel (medication, feeding, watering, etc.).
• Observes guest welfare and communicates concerns to the Experience Leader or Leader on Duty.
• Manages the pet parent experience and outcomes via phone, in person, or online; responds to concerns.
• Assists with store opening and closing procedures to uphold brand promises.
• Recommends, informs, and sells merchandise and services.
• Maintains store standards and fosters a culture of empowerment by ensuring compliance with policies, procedures, and code of ethics.
• Ensures a safe environment for associates, pets, and pet parents.
• Supports safety incident response and monthly hotel safety reporting/standards.
• Ensures maintenance on PetsHotel equipment and investigates potential system problems to minimize risk of failures.
• Reviews pet parent service surveys and collaborates with the Experience Leader to take action as needed.

Qualifications

• 3+ years of retail leadership or experience in a customer-focused environment.
• Full-time availability; flexibility 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

• Typically oversees one to four lead associates and ten to thirty non-leader associates, following PetSmart policies and procedures.

Physical Demands and Work Environment

• Standing, walking, climbing a ladder, and using hands to handle, feel, and write. May require lifting up to 50 pounds regularly and more than 100 pounds occasionally with assistance. Exposure to live animals and pet hair; moderate to high noise levels.

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 the application process, upon request and as required by law.

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