PetsHotel Experience Lead Position Available In Middlesex, Massachusetts

PetsHotel Experience Lead PetSmart – 3.4 Framingham, MA Job Details Full-time $16.15 – $21.75 an hour 6 hours ago Benefits Paid training Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance Employee discount Qualifications Bilingual Hospitality Hotel management experience (3-5 years) Customer service Mid-level Cash register Supervising experience Cash handling experience (1-2 years) Organizational skills Computer skills Operations Cash handling Leadership 2 years Communication skills Hotel experience Hotel management Full Job Description Overview We are seeking a dynamic and innovative PetsHotel Experience Lead to join our team. In this role, you will be responsible for enhancing the overall experience ensuring that they meet the needs and expectations of our Pets and Pet Parents. The ideal candidate will have a strong background in leading a team and a passion for improving customer satisfaction.

JOB DESCRIPTION

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.

Job Type:

Full-time Pay:

$16.15 – $21.75 per hour

Benefits:

401(k) Dental insurance Employee discount Flexible spending account Health insurance Paid time off Paid training Vision insurance

Shift:

8 hour shift Day shift Evening shift Morning shift

Work Days:

Holidays Ability to

Commute:

Framingham, MA 01701 (Required) Ability to

Relocate:

Framingham, MA 01701: Relocate before starting work (Preferred)

Work Location:

In person