Booking a Reservation & Completing Pre-check

In this course we will reveiw all of the tasks that must be done starting with booking a reservation and finishing with the day prior to the guest arrival. 

Section 1: Booking a Boarding Reservation

Key Points When Booking a Reservation

When client's call to book a boarding reservation we must be sure to touch on all Grand protocols paying special attention to the two below:

  • Vaccine/Lab protocol and what the guest needs to meet it.
  • Arrival & Departure Times and fees that are incurred if they arrive or depart outside of the set times.

The next screen will walk you through the items that must be mentioned when taking a boarding call.

Taking a Boarding Call

Completing the Boarding Phone Call

Now we must enter all of the information Ms. Smith just gave us into a boarding comment.

After you have entered the comments call Dr. Doolittle's office to request vaccine history. 

When you have completed the call to Dr. Doolittle's office enter a note into the comments section indicating that the record request has been initiated. 

*Now is a good time to reiterate how important it is that the person that creates the booking must take ownership of it! 

You are responsible for calling to request vaccine history. Waiting until the one week out pre-check is done can leave our clients in a bind, especially if they are overdue and need to get to their pet to the vet prior to the boarding reservation. 

What are the two most important things to review with the client when making a boarding reservation?

Section 2: Creating a Clinical Record & Emailing the Reservation Confirmation

Creating a Clinical Record & Emailing the Reservation Confirmation

Create The Clinical Record

After we have called for vaccine records (if needed) we need to create a clinical record for Fluffy's boarding stay.

Creating the clinical records allows all of the information, forms, and communication to be located in one central place.

Open a New Consult

You will then arrive at the green medical screen. You must manually enter the department, clinical description, and presenting problem.

Email the Reservation Confirmation

The next step is to send the email confirming the boarding reservation.

*This email is so important because it gives clients access to the google form!


Select Send email from the clinical record.

The new email communication screen will open. 

Make the following adjustments:

  • Reason/Communicates: Boarding Appointment
  • Destination: Select the client email
  • Email Template: TG Reservation Confirmation.
  • Content> Check-in Time
  • Conent> Check-out Time
  • Content> Accommodations: Enter room type
  • Content> Arrival Date
  • Content> Departure Date

After adjustments have been made select send.

After making a boarding reservation what is the first thing that must be done?

Why do we need to make a clinical record?

Which email template do we use when sending the confirmation email?

Why can we not just select the template for the email and hit send?

Section 3: One Week Prior to Guest Arrival

Completing the Boarding Pre-Check One Week Prior to the Guest Arrival

  • Ensure the clinical record has been created.
  • Check to see if we have received a google form for the guest. If we have received a form back make sure the boarding consent form reflects the same information.
  • If the guest does not have a photo check their attachments to see if there is one that we can make their primary image.
  • Verify vaccine status, if a guest does not meet protocol check their attachments to ensure we do not have scanned in vaccine history that may need to be entered.
  • After reviewing the file if the guest does not meet boarding protocol create an estimate that includes the items needed.
  • After creating the estimate select save, then email the estimate to the client.

*Note -  If you are reviewing vaccine status for a guest and you see that we have no vaccine history, we must call the client and see if there is someone we can call for records! *

Selecting send email takes you to the screen below.

Adjust the following settings prior to sending the estimate to the client.

  • Reason/Communicates: Boarding Appointment
  • Destination: Select the client email
  • Email Template: TG One Week Out
  • Content> Check-in Time
  • Conent> Check-out Time
  • Content> Accommodations: Enter room type
  • Content> Arrival Date
  • Content> Departure Date

After making the proper adjustments select send and return to the boarding dashboard.


Adjust the boarding status accordingly:

Confirmed -Indicates that the guest meets TG boarding protocol.

Vaccinations Checked - Indicates that the guest does NOT meet TG boarding protocol and an estimate has been emailed to the client.

Note: If a guest meets TG boarding protocol aside from a fecal being due, change their status to confirmed and enter a new comment stating the fecal is due.

What is The Grand Boarding Protocol?

If we are performing the one week out pre-check and we have no vaccine history on file, what should we do?

When should we use the "confirmed" status?

When should we use the "vaccinations checked" status?

Section 4: One Day Prior to Guest Arrival

One Day Prior to Guest Arrival

If the guest status indicates the confirmed: Print the Boarding Packet.

If the guest status indicates the Vaccinations Checked: 

  • Review the file one last time and ensure we have not received records since performing the one week out boarding pre-check.  
  • Review the boarding comments/communications to see if there are any notes regarding vaccines, and follow up with the client if needed.
  • Print the estimate for TG Boarding Protocol.
  • Then follow the steps for printing the TG Boarding Packet.



A boarding guest is scheduled to arrive tomorrow and we have no vaccine history, what should you do?

You just got off the phone with Mrs. Smith, her dog fluffy has a boarding reservation starting in 4 days, Mrs. Smith called to let us know she approves updating Fluffy's vaccines while he is here. Where should you log this information?