Well-trained staff are the backbone of any successful boarding facility. This guide covers essential training, certifications, and ongoing development.
Essential Skills for Boarding Staff
Animal Handling
- Reading dog body language
- Safe restraint techniques
- Handling reactive or fearful dogs
- Managing multi-dog interactions
- Emergency handling procedures
Health & Safety
- Recognizing signs of illness
- Basic first aid
- Medication administration
- Cleaning and sanitation protocols
- Disease prevention
Customer Service
- Professional communication
- Handling difficult conversations
- Explaining policies clearly
- Upselling services appropriately
- Managing complaints
Recommended Certifications
Pet First Aid & CPR
Provider: Red Cross, various pet care organizations Duration: 1 day Renewal: Every 2 years
Essential for all staff. Covers:
- Recognizing emergencies
- CPR for dogs and cats
- Wound care
- Choking response
Animal Behavior & Handling
Provider: Various pet care training organizations Duration: 2-5 days Renewal: Varies
Covers reading body language, safe handling, and behavior management.
Industry-Specific Certifications
- IBPSA (International Boarding & Pet Services Association)
- PSI (Pet Sitters International)
- NAPPS (National Association of Professional Pet Sitters)
Training Program Structure
Week 1: Orientation
- Company policies and procedures
- Tour of facility
- Introduction to software systems
- Basic animal handling observation
- Health and safety overview
Week 2-4: Supervised Practice
- Shadow experienced staff
- Practice handling under supervision
- Learn feeding routines
- Cleaning and sanitation training
- Customer interaction practice
Month 2-3: Progressive Independence
- Handle routine tasks independently
- Continued supervision for complex situations
- Introduction to add-on services
- Customer service training
Ongoing: Continuous Development
- Monthly safety refreshers
- Quarterly skill updates
- Annual certification renewals
- Industry conference attendance
Training Documentation
What to Document
- Training completion dates
- Certification status
- Competency assessments
- Incident involvement and learnings
- Customer feedback
Why Documentation Matters
- Demonstrates professionalism
- Required for insurance
- Protects against liability
- Identifies training gaps
Software Training
Staff should be proficient with your booking system:
- Check-in/check-out procedures
- Updating pet records
- Feeding and medication logging
- Photo uploads and owner communication
- Emergency contact access
Building a Training Culture
Regular Team Meetings
- Weekly huddles for updates
- Monthly in-depth training sessions
- Quarterly performance reviews
Mentorship Programs
- Pair new staff with experienced mentors
- Create clear advancement paths
- Recognize and reward expertise
External Learning
- Fund relevant certifications
- Attend industry conferences
- Subscribe to trade publications
Measuring Training Effectiveness
Track metrics like:
- Incident rates (should decrease)
- Customer satisfaction scores
- Staff retention
- Certification completion rates
Good training reduces problems, improves customer satisfaction, and increases staff retention.
Related: Kennel Software Guide | Dog Daycare Software
