Manager, Customer Experiences

PetSmart does Anything for Pets – JOIN OUR TEAM

PetsHotel Manager

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.

Benefits that benefit you

Take care of yourself and your family members—whether they be two-legged or four, have feathers, fur, or fins. Enjoy true rewards (plus lots of warm, fuzzy feelings) Check out some of our AWEsome offerings:

• Paid Weekly
• Health & Wellness Benefits*
• Group Registered Retirement Plan (RRSP) with company match
• Paid Time off for full-time associates
• Associate discounts
• Tuition Assistance
• Career pathing
• Development opportunities

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 is expected to provide leadership to the store by driving company strategies, achieving targeted results, championing exceptional pet parent service and efficient execution of the hotel’s daily business.

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. This includes but is not limited to associate 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).
• Address and administer associate complaints and grievances.
• Prioritize, delegate, and validate 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.
• Delegate and validate completion of daily tasks.
• Leads and directs associates when acting as the Leader on Duty
• Recognizes and celebrates associates driving overall associate engagement.

Hotel and Pet Care Operations:

• Ensures reservations for pet boarding and doggie day camp are within established policies and procedures, declining reservations when necessary.
• Responsible for the check-in process for all guests. Ensures paperwork is complete and accurate and obtains appropriate health and medication information.
• Ensures medication procedures are followed for pets requiring medication while in care; may provide medicine to pets based on medication procedures.
• Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; transport to the vet as needed.
• Coordinates in-store events and marketing (adoptions, hotel, salon, etc.).
• Responsible for pet healthcare and facility cleanliness within the hotel (medication, feeding, watering, etc.).
• Observes guest's welfare and communicates to the Experience Leader or Leader on Duty any concerns.
• Responsible for the pet parent experience and outcomes conducted over the telephone, in person or online, and responding to pet parent concerns.
• Shared responsibility with store opening and closing procedures to ensure we uphold our brand promise.
• Recommends, informs, and 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 and monthly hotel safety reporting/standards.
• Ensures prescribed maintenance occurs on all equipment in the PetsHotel on a regular basis to ensure proper functioning; investigates and identifies potential system problems, proactively acts to resolve system problems to minimize risk for serious mechanical failures.
• Reviews pet parent service surveys and partners with the Experience Leader to align on and take immediate action when necessary.

Qualifications

• 3+ years of retail leadership or experience in a customer-focused environment.
• Full-time availability required, flexibility in schedule, able to work evenings, weekend