In the dynamic and caring environment of pet resorts, the well-being of our furry guests is our top priority. Sometimes, despite the best care, health issues can unexpectedly arise. Rosemarie Axelson transitioned from nearly 30 years of restaurant leadership to COO at Olde Towne Pet Resort in 2018. Her extensive experience in hospitality has been pivotal in shaping the resort’s success. Rosemarie developed Code Bark — a protocol designed to respond swiftly and effectively to any pet’s sudden health needs. Inspired by real-life experiences and refined through extensive training, Code Bark ensures that our team is always ready to provide the highest level of care when it matters most.
The Birth of Code Bark
Several months after starting at Olde Towne Pet Resort, which operates three luxury resorts in the DC metro area, Rosemarie encountered a critical situation that changed everything. During a grooming session, a dog suffered a seizure, leading to chaos. Despite everyone’s best efforts, the response was disorganized, highlighting the need for a more structured approach.
Drawing from her previous critical care background, Rosemarie took charge, assigning roles to staff members: one to get the van, another to call the owner, and another to pick up the dog. This coordinated effort saved the dog’s life and underscored the need for a systematic emergency response.
What is Code Bark?
Code Bark is more than just a set of procedures—it embodies a culture of readiness and teamwork, similar to Code Blue in healthcare. When a Code Bark is initiated, it signals an immediate need for coordinated action, much like a Code Blue calls for a rapid medical response. Every director, supervisor, and employee knows to drop what they’re doing and respond without hesitation. This term, synonymous with urgency, ensures that everyone understands help is needed—whether for a pet in distress, an employee facing a crisis, or during any unforeseen emergency.
The effectiveness of Code Bark lies in its simplicity and emphasis on collaboration. Each team member has a defined role: one may contact the owner, another prepares the van, and others ensure the pet is safely transported. This structured approach drastically reduces response times, allowing staff to act swiftly and efficiently. This rapid, organized response can make all the difference in life-threatening situations, such as a dog suffering from bloat. By fostering this culture of preparedness, Code Bark not only saves lives but also reinforces the commitment to exceptional care across the PRHG family of resorts.
Training and Preparedness
Implementing a system like Code Bark requires more than creating a protocol; it demands ongoing training and commitment. At the core of this commitment is the Safety Bootcamp, a bi-annual training session that all employees must attend. Conducted in small groups by managers, the boot camp covers everything from dog behavior to safety procedures.
The goal is to make the response to a Code Bark instinctual, ensuring everyone is immediately ready to act when needed. The training also includes refreshers and certifications, reinforcing the importance of safety and preparedness.
Impact on the Industry
The success of Code Bark at Olde Towne Pet Resort has set a new standard within their facilities and sparked a wave of collaboration across PRHG brands. Recognizing the value of this protocol, additional PRHG resorts have adopted Code Bark directly, while others have tailored it to fit their unique environments. This collective effort to share and implement best practices highlights our commitment to elevating safety and emergency response standards across all our resorts, ensuring the well-being of pets and staff throughout the PRHG family.
Why Code Bark Matters
Unpredictability in pet resorts is inevitable, but with a system like Code Bark, it can be managed with precision and care. The success of Code Bark at Olde Towne Pet Resort has inspired a collaborative effort across PRHG brands, fostering a culture of readiness and teamwork. By sharing and adapting this system, our resorts ensure that staff are not only prepared but also confident in their ability to respond to any situation, ensuring the safety and well-being of the pets in our care.
As Rosemarie puts it, “Code Bark is such an amazing thing; with Code Bark, you’re always prepared.”
