How can you train employees to provide excellent customer service to guests with pets?

In our travel company, we have a special guide for travellers with pets. This guide includes and is regularly updated with the following information: 1. Regulations and required documents for entering our country with pets. 2. Information about certain animals that are obligated to undergo a quarantine period. 3. Details regarding resorts in our destination that are pet-friendly. We provide comprehensive information about any additional fees and the specific policies that these resorts have in place. Furthermore, we instruct our staff, including drivers, on how to ensure the satisfaction of clients travelling with pets, aiming to provide them with exceptional service throughout their journey.

I would ensure that employees know the difference between a general practice vet, an urgent care vet, and an emergency vet and when it is appropriate to refer to them. Be sure to have at least one referral of each type accessible to employees and consider building relationships with these practices for mutual marketing opportunities.

A list of pet friendly area restaurants is always helpful. When people travel they may not be familiar with the location. Hidden pet-friendly gems with good food and a nice atmosphere are always a fun find.

Incorporating pet-specific training modules that cover animal behavior, comfort, and safety helps staff anticipate and meet the needs of four-legged guests, similar to how concierge services cater to specific guest preferences. Practical sessions on handling pets and knowledge of local pet services, like vets or parks, equip staff to offer informed assistance, much like a tour guide familiar with their terrain. Regularly updating the training to reflect the latest in pet hospitality trends ensures the staff is as knowledgeable as a specialist in their field. By instilling a culture that values and understands the importance of guests' pets, employees can create a welcoming and accommodating for all guests, whether two-legged or four.

Good suggestions Lynn Blake . Add housecall mobile vet to the list. Useful for your guest to be able to get vet to come to your hotel

It is vital that employees understand that not every pet is comfortable being touched by strangers and not every owner is ok with you giving their pets unknown sourced treats. Ask permission to pet, read pet body language, speak in calm,soothing tones..not excited baby talk. This just ramps up emotion in a pet the clientnis trying to keep calm and under control in a strange environment. Learn animal body language and non confrontational human body language so you don't stress the pet. If a customer tells you their pet is not comfortable with strangers do not continue to engage the pet. I saw this first hand with a friend's nervous dog and a bellhop. He said..Dogs Love me..insisted on trying to pet the dog..then CHOMP! He was nipped.

I would consider having your entryways and pet-friendly rooms spritzed with pheromones, such as Adaptil and Feliway. While these are not odiferous to humans, they make the animals’ experience much more pleasant and it is a proactive way to help keep them calm.

Having ICalmPet playing music in the lobbies to help set a comfortable atmosphere for the pet and pet owner. Calming ambiance can lead to a more positive experience.

Traveling with pets is always stressful and providing pheromones like Feliway or Adaptil would take the edge off for pets who do not have breathing issues. (Plug-in or spray options are available.) Pet beds, orthopedic beds, bowls and pet strollers for rent or sale would be a nice touch. Potty pads available in the rooms. Pet room service options would elevate their comfort & offer options for not only cats and dogs but also the occasional exotic (peanut butter cookies, puppacinos, crustless chicken pot pie, tuna on a cracker, yogurt drops, etc.)

We train our associates to treat the pet the same way they treat the human guest with care and empathy. Their targets will be to get the maximum Guest positive reviews showing their satisfaction on the treatment they have received and on how pampered their pets were during their stay. The award will motivate them be more attentive and creative.

Most pets are considered a member of the family so greeting the pets and treating them as such goes a long way with owners. A personalized photo or gift for the pet at check out would be a nice touch, like a pet passport they can slip travel postcards and photos and journal entries of their trip in. Most pets will be stressed on arrival and discharge so knowing how to read their body language and adjust accordingly.

40 years in veterinary practice has taught me owners place a high value on a good photo of their 4 legged companions . Ask the owner whether you can take a photo of the owner with their dog or cat

In my experience, it is crucial that both team members and owners feel supported and heard. “Standing behind” the employee in whichever way you deem appropriate is critical in helping that employee feel supported and included. The positive-minded and secure veterinary support staff can then exhibit their upbeat attitude with clients. The “team” mentality is so important! Of course, the veterinarian or practice manager should investigate the complaint and follow up afterward with both owner and employee within 24 hours.

Complaints are just constructive criticism spoken in height of emotion. Support your staff and step in if needed but continue training on how to make the necessary adjustments to improve. That is assuming that a mistake was made to learn from. Feedback from customers and employees as to what is working, what can be improved and what to nix is also important.

We ensure our associates do their best to avoid Guest complains by providing special care and attention. Still if a guest complains, we need to take extra care and ensure he or she is fully satisfied. Their pets as well. Strategies and solutions will be designed for all type of complains, still we advise our associates to be themselves and to act naturally and professionally making the guest and their pets feel they are at their home.

We will continuously train our associates and keep them updated on the skills and knowledge required to make the guests with pets have a pleasant stays. We will invite specialists in the field to provide enhancing training sessions to enable them understand the guest with pets needs and how to handle them easily.

In most vet practices there will be a vet or a nurse with an interest in dog behaviour. Ask the vet practice to provide a presenter to come to your hotel/motel/Airbnb. Offer to pay the equivalent of a consultation fee or a discount on hiring a room for the vet practice Christmas party!

Your hospitality employees will likely be "chuffed" that the organisation they are working for is making a special effort to welcome pets and their owners

I think what can change the game of guest service for customers with pets is to employee people who carries empathy towards pets! Who may have pets of their own or who really shows a strong empathetic emotions towards pets! This will automatically change service agents to feel exactly what a customer feels about their pets.

It is very important to understand that every pet has its unique "personality." One dog might be extremely cheerful and sociable, while another might have experienced traumas that make certain actions or even gentle touches seem like aggression to them. Therefore, it is vital to ask the owner for permission before interacting with the pet, such as touching or feeding. In some countries, pet rights are highly regarded, approaching the level of human rights. As a result, we must treat them with the utmost respect and attention, ensuring their well-being and comfort during their travels.

An example of a pet friendly initiative could be providing in-house dog walking or pet sitting services to guests with pets. Not all destinations and facilities are as pet friendly and a guest may find themselves in need of coverage while they go to an event or activity. This could be achieved by partnering with a local dog walking service.

Offer a pet concierge or pet-friendly binder in each room. List which restaurants, parks and beaches nearby are pet-friendly. Local veterinarians and emergency hospitals as well as pet supply stores would also be helpful. Doggy daycares or local pet sitters in case they want to do something that isn't pet-friendly. Channels for the pets and a pet room service menu in case they would rather stay in. Make doggy bags and potty pads available as well as an area for them to go easily accessible. Rental options of things that are too bulky to bring like crates, catios, orthopedic beds, pet stairs, potty boxes and pet strollers would be nice to let them know beforehand and during the stay.