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Pets Hotel Lead

About Life At PetSmart

At PetSmart, 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.

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 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, including training, onboarding, mentoring, coaching for growth and 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 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.
- Robust 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 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 .

PetSmart is an Equal Opportunity Employer

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, colour, 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 role 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 an hourly basis. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for benefits as described at

- Part‑time employees in Saskatchewan only may be eligible for medical and other benefits after completing six months of continuous service and working an average of at least 15 hours per week.

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📌 PetsHotel Lead (Ottawa)
🏢 PetSmart
📍 Ottawa