Lodging Arrivals (Check-In) at Front Desk

Operating Procedure

 

The goal of this procedure is to provide our Clients with a exceptional customer service and ensure that all the important details/information about their pet(s) is captured/verified.

 

To prepare for the Clients and Guests that are scheduled to Arrive today, review the following in Gingr:

 

Dashboards > Expected Today

 

Front Desk staff should periodically review and monitor the "Expected Today" section throughout the day between Client interactions. This will better prepare you to help specific Clients when they arrive.

 

When the Client and Pet(s) Arrive:

 

  1. GREET THE CLIENT STANDING UP
  2. Greet clients in a friendly manner: “Hello, how can I assist? Who do we have checking in today?” 
  3. Search for the pet on the "Expected Today" section on the dashboard
  4. Verify the pet's vaccines and paperwork is up to date (a red shield icon will appear if records are needed, an orange shield will appear if a pet's records will expire soon, and no shield icon will appear if the pet is all up-to-date). Keep in mind we have a 10-day grace period for records that have expired. Ask the client for any missing paperwork. If a client does not have a requirement or is past the 10-day grace period, DO NOT PROCEED and get a supervisor or manager for assistance. 
  5. Press the 'check' button to check the pet in.

  • Confirm pick up date and time

  • Confirm services on reservation 

  • Confirm feeding information (Press the '+' button to add a new meal, and use the 'x' button to remove a meal. Simply deleting the text wont remove a meal - you need to press the 'x' button to completely delete the meal slot. If you need to change the feeding information that is already there, simply type over the existing text. Use caution and triple-check to make sure the feeding information is correct. 

  • Confirm medication information. (To add medications, press the plus button to add each medication, add quantity, unit and medication instructions.) To delete medications, you need to press the 'x' button next to the medication slot. Use caution and triple-check to make sure the medication information is correct. Also, there is a specific dates field in which you can add a medication to only specific date(s). 

  • Confirm phone number, email, and emergency contact

  • If the client states anything about the pet that must be noted, write a note in the pet's file, note in their reservation, and tell the back staff about the information as soon as possible.

Bringing pet to room: 

DOGS:

  1. Put ID collar on dog (IF DOG IS SHOWING AGGRESSION OR FEAR, ASK FOR A MANAGER!)
  2. Obtain room card (if guest is in a Luxury Suite, obtain a small piece of tape for the room card to attach it to the door.
  3. Proceed to bring dog back to room.
  4. Give pet a water bowl and fill with water after the pet is in their room.
  5. Don't worry about bedding - this is the back staff's duty.

CATS:

  1. Obtain room card and small piece of tape to attach it to the door.
  2. Proceed to cat room.
  3. Put cat in room (Often times, cats can take longer than dogs to get in their rooms. If you are too busy, leave the cat in their own carrier in the cat room, and get back to it A.S.A.P. - also don't hesitate to ask for help if needed! 
  4. Ensure cat has fresh water, litterbox is full and has a bed.
  5. Tape room card to door.

 

After Client has left:

 

After the client has left,

  1. Ensure the pet was successfully checked in on Gingr by refreshing the page.
  2. Staple an address label to the bag(s), stating:
  • Pet's first and last name
  • Room number 
  • Dates of reservation

Example:

Murphy White

 

 

 

2/8/24 - 2/12/24   E 8

 

  1. Open up the reservation from the dashboard on Gingr. Simply click on the reservation type text (ex. "Standard Dog Boarding" to get to the reservation screen.
  2. Log the pet's belongings:
  • Carefully count every bag of food they brought in. 
  • If the pet brought toys, blankets, etc, label each toy with masking tape with the pet's first and last name, room number, and dates of stay. 
  1. List everything the pet brought in under the "describe pet's belongings" section. Write your initials next to the belongings.

Example: "4 bags food, green snake toy, gray t shirt, leash/collar - JW"

 

  • Pet is successfully checked in! 

 

Note: If a pet changes anything with their reservation (play package, room number, etc), you must tell the back staff as soon as possible. If a pet adds on a grooming service for today's date, let the specific groomer know.