During check-in and on collection days, we restrict customer access to our accommodation area’s. A member of staff will come and collect your cat[s] at reception and take them to their accommodation, which is pre-prepared for their arrival. Thank you for your understanding of this policy.
BELOW IS THE SOP (STANDARD OPERATING PROCEDURE) GUIDANCE GIVEN TO OUR STAFF FOR THE ARRIVAL AND DEPARTURE OF CATS FROM OUR BOARDING ESTABLISHMENT.
AIRTH STATION CATTERY LTD – STANDARD OPERATING PROCEDURE FOR STAFF ON CAT CHECK-IN DAY.
INTRODUCTION TO THE CATTERY ENVIRONMENT (STAFF PROTOCOL FOR BOARDER ARRIVALS & DEPARTURES)
On the day a cat arrives to board with us at Airth Station Cattery the following protocol will be observed to minimise stress and/or anxiety for the cat.
We will request owners to check-in at reception. Once check-in is complete the member of staff on reception duty will radio (walkie-talkie) a nominated member of staff to come, from the boarding area, to collect the cat[s] from the owner at reception and take them to the boarding areas.
Staff transporting the cat from reception to boarding areas must ensure that the following important protocols are observed.
RECEPTION TEAM DUTIES – ARRIVALS:
The member of staff on reception duty will greet the owner and explain the checking in process. Reception Staff must be wearing the logoed uniform provided by the Cattery clearly identifying that you are a member of staff authorised to check in their cat.
1. Proof of vaccination must be provided. This can be either in the form of a Vaccination Certificate/Booklet or via email from the cat’s registered veterinary practice.
2. The Vaccination Dates must be entered into our booking system and the Vaccination Certificate/Booklet will be retained and filed during the duration of the cats stay.
3. The owner will be asked to sign and date our Boarder Acknowledgement Form agreeing to the policies and protocols of boarding their cat with us. The cat[s] will be weighed and the data in KG will be logged on the Acknowledgment Form.
4. The owner will be asked to confirm their contact details that we hold in our system including confirmation of their registered veterinary practice and a confirmed emergency contact person or number should be required to contact them.
5. Explain to the owner that, for the purposes of health and safety and security of the cat boarding area, we have a policy in place which restricts access to boarding areas to staff only. If this policy is questioned, then refer them to the cattery owner for further explanation.
6. A Boarding Suite Information Card will be completed and checked by the owner.
7. If the cat requires medication, then a medical questionnaire and guidance form must be completed and signed off by the owner stating the measures that will be required for us to medicate their cat during its stay with us.
8. Once check-in is complete, the member of staff on reception duty will radio (walkie-talkie) for a member of the boarding team to attend reception to collect the cat. You should provide the Boarding Team Staff with the Boarding Suite Information Card.
9. A member of the Boarding Team will transport the cat[s] to the boarding facility.
10. If the owner arrives with two or more cats in separate carriers, you will require a 2nd member of staff to transport the cats to the boarding area. You must make sure that this is relayed to the Boarding Team by radio.
11. For security reasons, please always remain in the reception area during the check-in process.
BOARDER TEAM DUTIES – DEPARTURES:
The member of staff on Boarding Team Duty must be wearing the logoed uniform provided by the Cattery clearly identifying that you are a member of staff authorised to bring the customers cat from the boarding area to them on departure day.
1. Staff will be called on the radio (walkie-talkie) by the Reception Staff to notify you that a cat requires to be collected from the boarding area and brought to the customer at the collection point. Please acknowledge that you have received the call. The reception staff will provide you with the cats name.
2. Staff should cross reference this information by checking which pen the cat is located in on the Boarder Information Board located in the kitchen. This is done so that you know that you will be collecting the correct cat[s] from the boarding area.
3. Staff should then proceed to the boarding area and enter the pen. At this point, please give gentle re-assurance to the cat[s] and begin by gathering any blankets or bedding and toys and placing them in the bag or box provided by the owner.
The bags or boxes may be located in the storage compartments next in the kitchen cupboard.
4. Prepare the cat carrier prior to the cat entering. Staff should make sure that the carrier door and fastening clips are all in place and in working order. Make sure that the carrier is clean and that any blankets inside the carrier will not restrict the cats movement, comfort and that they don’t prevent the door from closing.
5. Gently collect the cat and introduce them to the carrier. Place a firm hand over the cats breast and use index fingers and thumb to firmly hold the cats front two legs before motioning the cat forwards into the carrier.
6. Once the cat is safely inside the carrier, the member of staff should conduct a safety and security check of the carrier making sure that all clips and door fixings are completely secure before leaving the boarding pen.
7. Staff should then make sure that the boarding block security corridor is clear (free of any potential trip hazards such as brooms or mop buckets) before exiting the pen.
8. Boarding Team Staff Member should use the walkie-Talkie to radio Reception Staff to let them know that they are on their way with the cat[s] to the collection point.
9. After exiting the boarding block, the member of staff should progress safely and slowly, purposefully minimising movements that may potentially alarm the cat being transported.
10. Staff will meet the owner at the collection point (Gated entrance to Cattery) and hand over the cat. The owner may request that you take the cat to their car and this should always be offered as a courteous gesture.
11. Staff should engage in conversation with the customer with regards to how their cat was during their stay and offer positive feedback on their stay.
12. Staff are not responsible for securing the cat in the customers car. This is entirely the responsibility of the owner.
13. If the cat has any items such as bedding, toys or blankets or their own food, the member of staff will return to the boarding area or our storage area to retrieve the items before returning them to the owner. STAFF SHOULD NEVER ATTEMPT TO CARRY ITEMS AT THE SAME TIME AS CARRYING A CAT CARRIER.
14. Once the cat has vacated the cattery, staff should return to the boarding block and retrieve the Boarding Card from the front of the pen door. The boarding card holder should now be displaying the Airth Cattery Logo to denote that the pen is empty. Two of the clips are left open denoting that a ‘To Be Cleaned’ is required before the pen returns to being available for new boarders.
15. Staff should then remove the name of the cat from the Boarding List board in the Cattery kitchen area and use the red pen to write TBC (To Be Cleaned) to provide notification that the pen requires a deep clean before the pen is returned to use.
16. Take the laminated Boarder Information Card back to reception and notify the member of staff on duty that the pen is vacated.
17. Return to Boarding Team duties.
18. AGGRESSIVE OR NON-COMPLIANT CAT PROTOCOL: If a cat display’s aggressive resistance towards a staff member attempting to place it in a carrier, then the member of staff is required to cease the attempt and enact our Exception Circumstances Protocol.
EXCEPTIONAL CIRCUMSTANCES PROTOCOL: In exceptional circumstances, whereby a cat is displaying aggressive behaviour and non-compliance towards staff attempting to place it in a carrier, the member of the boarding team may request assistance by radioing the reception staff. At this point, the reception staff will notify the owner and will accompany them to the boarding area to allow them to place their cat in the carrier. The member of the boarding team will meet the owner at the boarding block security door and will ensure that it is locked behind the owner before showing them to the pen. The boarding team member should then allow the owner to enter the pen and attempt to place the cat in its carrier. If the owner asks for or requires further assistance, then this can be provided by holding the carrier for them. Cattery staff are not permitted to try and lift the cat. We provide access to protective gloves, which can be offered to the owner. Before vacating the boarding block with the owner, staff should ensure that the carrier is secure and that security doors are locked after the owner and cat leave the block.