SOP - Service Animals in ATD

Created by Awadh Amudy, Modified on Tue, 15 Apr at 10:30 AM by Awadh Amudy

For any service animal requests you may receive from guests, please ensure to inform the guest that their request will be shared with the hotel management for review and that they will be updated accordingly. In the meantime, it is essential to communicate the below terms and conditions with the guest to set clear expectations and outline the necessary requirements.

RESPONSIBILITIES

Guests (T&Cs)

Guests must ensure to notify the Hotel about the arrival of a service dog 7 days prior to check in.
Where applicable, obtain permits from UAE authorities.
Provide service dog certification / registration documents from a relevant service dog organization.
Service dogs used in public must always be identifiable, kept on leash and not be left unattended.
To take their dog for regular “relief walks” and clean up afterward.
To notify housekeeping for a convenient time to provide housekeeping services.
Provide dog bowls to eat and drink throughout the day.
Providing the dog with the correct food.
Provide the dog with personalized cushion or bedding

Reservations Team / Call Center

Let the guest know about the T&Cs (Above)
Request the relevant Service dog’s registration documents from the Guest and share with Health & Safety, Security and FO management operations team prior to booking a room.
Notify the Health & Safety, Security and FO operations team of the case with the documents and wait for confirmation.
If approved, ensure to update the guest and share the booking details with the Health & Safety, Security and FO management operations team and the guest's expected arrival time.
If declined, ensure to update the guest in a polite & sensitive way as it's a delicate matter. Templates are on Freshdesk to help you with the replies to guest.

Point of Contacts (For reviewal and approval/advise):

ATP

Kit Lee

Daniel Worsley

Patricia Rodriguez

Abdulaziz Arif

Grahame Campbell

ATR

Marie-Elise Lallemand

Melanie Leitgeb

Padou Kabchi

Abdulaziz Arif