2020 Hospitality and Overnight Hospitality Station · 3 2020 Hospitality and Overnight Hospitality...

1 2020 Hospitality and Overnight Hospitality Station Manual

Welcome! You have been selected to participate in Normandy Farms Campground’s frontline of hospitality. This position requires the ability to function well independently, under pressure and operate productively as a team player. Superb public relations and effective communication skills along with troubleshooting efficiently are vital to this key position. Your words, mannerisms and actions set the tone for our guest’s behavior and expectations before their camping experience begins. Regardless of your age or experience, your demeanor must project friendliness, hospitality and confidence. Remember, it is not always what you say, but how you say it that will determine the overall impact You are a very important part of the first impression our guests receive here at Normandy Farms, so please remember the key to success is to be courteous, polite and helpful at all times Thank You The Daniels Family

Hospitality Host Departmental Goals

Team Member

o To acknowledge every guest with a friendly greeting and offer assistance o To WOW the guest in exceeding all of their vacation expectations o To greet and assist guests expeditiously and thoroughly

Hospitality Host Operations Manual This Operations Manual reflects the guidelines and procedures set forth by Normandy Farms. The information stated in this Operations Manual is subject to change at the sole discretion of Normandy Farms Campground. From time to time you may receive updated information concerning changes in guidelines and procedures. If you have any questions regarding any specific information contained in this Manual, please ask your Team Leader or anyone in Management for assistance, we’re here to assist you. Please take time to read the Operations Manual and then save it for future reference. We welcome and encourage both your questions and suggestions, and we look forward to a fun and safe season working with you. Working at the Hospitality Station, we have Day Hospitality Hosts, Overnight Hospitality Hosts and on busy days we have Team Members who assist us with traffic control in the driveway called Hospitality Hill Hosts. While much of the guest interaction takes place with the Daytime Hospitality Hosts, the following pages give you an overview of the different scenarios you may experience during your shift.


HOSPITALITY HOST OVERVIEW:

Hospitality Host will ensure that all guidelines and regulations are upheld

Verifying that all vehicles coming and going display car passes on their dashboard

Confirming the number of guests identified on pass matches what you see in vehicle

Check for and record wristbands given out upon arrival to guests or visitors

Announce the arrival of rental guests after giving them keys

Tracking departures for Reception Center Team Leader (depending on experience you may be asked to check guests out in the computer)

Monitoring 3rd lane (closest to pool) to be sure no vehicles park there (more on that under “Outdoor Observation”)

The traffic pattern is “one way in” and “one way out”. No one is to exit the park through the “in” gate

1) When exiting the park it is very important to exit behind the Reception Center only. The area in front of the Reception Center is for incoming traffic only and is not to be used to exit the park

Bicycles are not permitted beyond the bike rack at the Reception Center crosswalk; unless of course the guest is heading out of the park on a bike ride

Bicycles are not permitted in ball fields, basketball or tennis courts

For safety reasons, pedestrians are not permitted in roadway. All foot traffic must use walkway between Pool #1 and Hospitality Station

Monitoring guests arriving by foot; being conscious of both folks walking up the driveway from parking lot behind Reception Center or through the ball field and being mindful of their appearance so that you may inquire as to their being registered guests

Being aware of golf cart traffic in the immediate area

The speed limit in the park is 9 mph. Incoming guests should be reminded to maintain this speed throughout the park

Any driver playing radio at a volume that is unreasonable should be made aware that it is disruptive to our guests and is not permitted in the park

Assigning honey cart keys

Assisting with wood sales

Maintaining supply of Speedy Packets and other support material

Maintaining a neat, organized and well‐stocked Hospitality Station Note:

While our priority is to make each and every guest feel welcome here at the park, if at any time you are challenged by a guest and feel uncomfortable, you should politely direct them to the Reception Center where the Team Leader will assist them. Keep in mind, your goal is to prevent a backup at the gate which could result from an extended guest interaction.

During busy traffic times, particularly Fridays and Sundays in the summer, an additional team member designated as Hill Hospitality Host will work with you to assist in directing traffic into the park to further expedite the check in process (see “The Hill” Hospitality Host section).

General Practices:

The Hospitality Host’s primary objective is to ensure that our guest’s first impression of Normandy Farms is pleasant and carefree. To accomplish this task, you will coordinate with the Reception Center team and Rangers to expedite incoming guests from registration to site location in a manner that is the safest and most efficient.


o Greet and welcome all incoming guests to the park – if a guest has a dog, ask the guest if the pet

can have a treat and hand it to the guest to offer – do not try to give it to the dog yourself. Also with children, ask the parent if the child may have a lollipop before giving them out. Do not offer lollipops to children riding bicycles

o Car pass should be clearly displayed on driver’s side dash o Ask all guests if they have stayed with us before, as each and every first‐time guest will be

escorted by Ranger. When you contact the Ranger to assist, let him know that he will be meeting a “first time guest” so that he is more informative with his site orientation

o As a courtesy, ask guest if they know how to use bar code and/or access code, if not; show them where it is on pass and you may scan the barcode or enter the code for them instructing them to hit the # after the access code

o Radio Ranger to assist in escorting all guests camping in a Safari field (2, 3 or 4) as well as any guest camping on sites 1301‐1305, 1401‐1406 and 1501‐1506 as well as guests on end sites like 201, 311, 711, 1001 (end sites can be tricky to approach as the angle can be too tight). You may call a ranger escort for anyone else who requests assistance. This is mandatory 1. Type of camping unit (pop‐up, travel trailer, Class C, MH, fifth wheel, bus, truck camper, etc)

and description of tow vehicle 2. Site assignment, being clear with your site as some may sound alike, for example, “I have a

motorhome going to “D” as in David 1 (for site D1), that’s D1 3. Meeting place – where you tell the guest to meet the Ranger (Safari 1 stop sign for most

guests and B1‐B4; Basketball court for B5‐B8, Stop sign B9‐B11 and T1‐T10; Pool area for A sites (only if unit is small, otherwise direct larger units for A sites to Safari 1 stop sign)

4. The Hospitality Station has a packet of highlighted maps which will inform you on how to direct a guest to each campsite in the park. The bottom of each car pass also has step by step directions the guest or yourself can follow to navigate to the campsite.

o If a rental guest checks in at the Hospitality Station, radio Bryan (Friday PM/Saturday AM) Brett or Colin (on Sundays) to meet at rental unit, if he is not available the Ranger would assist the guest. This is mandatory. With a rental arrival, be conscious of the time to be sure rental is prepared for the guest’s arrival (the team members who clean rentals advise of status by radio when specific unit has been cleaned). We do not permit early check in of our rental units during our peak season (End of June‐ Labor Day)

o Once it is dark outside, all guests need to be escorted to their site to make it easier for them, as well as being sure they minimize the noise while setting up, especially if it is a tent that is being set up. This always pertains to a first time guest, and with a repeat guest, inquire to see if they would like assistance since it is dark outside

o If a guest arrives after 11PM we would strongly discourage them from setting up at that late of a time as it can cause a distraction to other guests camping near‐by. If the guest is in a motor home or camper we would ask them if they could park in the Recreation Lodge parking lot overnight where they would be able to hook up to water and electricity. The guest could move over to their designated campsite in the morning after quiet hours have ended. If a guest arrives after 11 PM and is camping in a tent, you would ask that guest to be as quietly as possible setting up and to set up the bare minimum as to not disturb other guests.


General Information:

o If you notice a car pass on the windshield, give the guest a friendly reminder that it is against the Motor Vehicle regulations in Massachusetts to have anything on the windshield – our passes should be placed on the dashboard

o Check all passes for proper dates o When guests arrive, check the number of adults and children on the car pass and compare to

what you see in the vehicle, you may want to inquire in a friendly manner with them if you see something different; but in any case you shall advise the Reception Center of any inconsistencies

You give out wristbands based on the number of occupants on your arrival report. (Reminder, children under three are not required to wear a wristband) Once number of occupants on report is confirmed, highlight name on report and circle number of children. If they have more people, they would need to handle that matter at the Reception Center. NOTE: During a very slow time you do have the option to handle additional occupants and would also need to print out a new pass reflecting the correct number of people if you are fluent with the reservation software.

Outdoor Observation: You must be mindful of the activity going on around your workstation, including Pool #1, front driveway, ball field, golf cart parking, tennis court and basketball court as well as bicycle activity

o First and foremost, the lane closest to you (aka the 3rd lane) is used as a drive thru lane. You must be diligent to keep this lane open, as it must always be accessible for guests already in the park, team member vehicles and most importantly emergency vehicles. Occasionally you may notice a vehicle parked there. If you are not busy with a guest, you would want to approach the guest assuming they are unaware that this is a “drive thru” lane and ascertain what their needs are. Depending on the situation, you would respectfully suggest that they move over to one of the other two lanes or park behind the Reception Center. If you are busy with a guest, advise the Reception Center who would then assist the guest o If no Pool Attendant is on duty, keep a close eye on all activity at Pool #1 (particularly hot tub as children under age 18 are not permitted to use) and check on any horseplay or overcrowding at Pool #1 o Call Ranger if you need someone to speak with a guest at Pool #1 in regards to a problem or concern you may have o Watch to see if the Pool Attendant needs your assistance o For the safety of all of our guests, pedestrians must use the walkway beside Pool #1 o Guests riding bikes to the Campstore should park bicycles in bike rack by the Reception Center crosswalk o A guest leaving the park for a bike ride should be reminded to carefully approach the building and exit behind the Reception Center, the guest should ride their bike on the walkway as opposed to the lane for the exit gate o Bicycles, skateboards, hoverboards, remote control cars and in‐line skates are not permitted in the ball field, basketball court or tennis court. If you see a guest with a remote control car, you can tell them about our new RC track in the Safari 4 recreation field o Guests should not have their dogs running loose in ball field o All dogs must be leashed at all times except when in the dog park or swimming in the pond


What Is Speedy Check In: The Speedy Check In program is a service available to our Credit Card Authorization members and our guests who are paid in full. It enables them to proceed directly to the Hospitality Station via the far right lane (#3) to check in as opposed to stopping in at the Reception Center. It was designed to expedite traffic through the gate during peak times. Speedy Check In option is available daily. The guest who has paid in full prior to their stay will receive an email with their car passes and gate access codes which they would print out and place on their dash. If the guest who is paid in full does not have their pass either printed or on their mobile device, they would need to park in lanes 1 or 2 and go into Reception Center to retrieve a pass; a CCA member’s pass will be waiting in the Hospitality Station along with arrival reports presented to you by the Reception Center Team Leader. Most of our rental unit guests (cabins, YURTs, and safari tents) are required to pay in full prior to their arrival. So their passes and keys (if applicable) would also be at the hospitality station when it is staffed, otherwise those guests would check in at the Reception Center. Wristbands: In order to ensure that all guests are registered, all guests and visitors (ages 3 and +) will be given a Normandy Farms wristband to wear during their stay. The wristbands will be distributed from our Hospitality Station when it is staffed, otherwise they will be given out at the Reception Center. These wristbands are required for each guest to access the pools, bike park and planned recreation during their stay, visitors between aged of 3 + up will also be issued wristbands. Every so often you will receive a phone call from a pool team member inquiring about the number of occupants registered to a campsite. You can find this information by looking at the day the guest checked in and how many wristbands were issued based on the occupancy the guest registered. If there is a discrepancy, the pool team member may issue that guest an additional wristband(s) and the hospitality attendant can inform the reception center team leader so that any applicable fees can be applied to the guest’s reservation. If it is not marked down on the arrival report that the guest in question was not given any wristbands, the pool team member may administer them and the hospitality attendant would then mark it on the report. Visitors : Many of our guests invite friends and family to visit them while camping at the park. We have day visitors as well as overnight visitors. Guests are able to check in and pay a fee at the Reception Center as early as 8am and as a day guest, may enjoy the facilities until 10pm – an overnight visitor is due out at noon. This fee gives the visitor full use of all facilities while here in the park

o There is a limit of 10 visitors per day to a campsite o Visitors may not bring their pets to the park (service animals are excluded) o Our Rangers work in collaboration with the Daytime Hospitality Hosts and/or Reception Center

to monitor the number of visitors and vehicles on sites and address the situation as needed o Visitors aged 3 + up are issued wristbands

For your information: Day Visitors (per person) – $15 per person; children under age 3 and Senior Citizens are free as day visitors Overnight Visitors (per person) ‐ $20 per person per night | children under age 3 are free as overnight visitors.


Observer Passes: Observers are potential guests who just want to look around and check out the park, and will need to check in at the Reception Center to get a pass. There is no charge for this, but the Reception Center will most likely hold a license or credit card for security. If someone comes to the Hospitality Station without stopping at the Reception Center, simply have them do a U‐turn and get a pass at the Reception Center. Observers are not issued wristbands and their pass is time sensitive (Reception Center will monitor for timely departure) Disc Golf: Disc Golf has become a popular pastime at Normandy Farms and folks that are not camping with us are welcome to pay a per‐person fee to use the course. Some people will purchase a season pass which entitles them to use the course from April 1 – December 1 while others may come in just for the day. An individual season pass allows only the pass holder to enter the park, if additional guests without passes are noted in the vehicle; those folks would need to register as Day Disc Golfers. The pass does not include use of the pools or other recreational features‐just Disc Golf. Disc Golf visitors are permitted to bring their dogs into the park. The cost is $15/ day and the course is open from dawn‐dusk. Disc golfers are not issued wristbands as their fee does not extend to any area of the park beyond the disc golf course. Team Members:

All Team members must have a Team Member Car Pass which will be issued to them from their Team Leader. Upon encountering a Team Member without a pass, inquire as to their name and department and advise their Team Leader, either with a voicemail or email (or tell them if you see them) so that they can be sure the Team Member has a pass

Quite often in the beginning of the season, you will encounter team members from the Kamper’s Kitchen who do not yet have a pass. Refer to the Team Member roster to verify they are listed; and advise Kampers Kitchen Team Member to contact their supervisor in order to set up a pass. There is a Team Member binder in the Hospitality Station which lists all team members’ names and codes

We do have many young team members that are not of driving age yet and will be dropped off, the family car should still receive a pass to enter and exit the park

Team members should either park behind the Reception Center or in the lower storage area

Team members should exit the park after their shift. If team members are visiting or attending a park function, they must have an Team Member Visitor Pass which would be be approved by their Team Leader, and the team member must leave the park by 1AM

Dropping Off / Picking Up … Just wanting to drive around, etc: Occasionally you will find a guest arriving at the Hospitality Station who has not stopped at the Reception Center. Most likely they have not been here before and are unfamiliar with our guidelines. Even if the guest ensures you that they will be a quick in and out, you are not able to have them enter the park without first checking in at the Reception Center. Kindly advise them that you will open the gate so that they may do a U‐turn and inquire at the Reception Center for assistance. Be sure to advise the guest that the gate closes between EACH vehicle. In the event the guest does continue in to the park after you have advised them not to, you would need to contact the Ranger by radio with a description of the car so that he may assist them.


Vendors : During the season you will meet various vendors going into the park to make a delivery to Kamper’s Kitchen, pool chemicals to pool areas, parts/equipment for a maintenance project. If both you and the driver are unsure of the location to which the delivery should be made, a general announcement on the radio should assist you. NOTE: Food deliveries such as Papa Gino’s, Domino’s, etc do not go into the park. The guest would meet them in front of the Reception Center. Dumping Station: We have a dumping station at Restroom #1 where our guests may empty their holding tanks of waste. There is no charge for anyone staying with us. Quite often people not staying in the park need to empty their holding tanks and they will pay a fee to use our Dump Station. There is an off road fee of $50 to use our dump station. Any off‐road person would need to come into the Reception Center get a pass and pay before going in to use the dump station. Folks using the dump station do not receive wristbands. Motorcycles and Golf Carts: Motorcycles are permitted for our camping guests. Unfortunately, visitors will not be permitted to bring their motorcycles into the park. A limit of two motorcycles parked on site. Only motorcycles with DOT (Department of Transportation) exhausts are permitted within the park. Any motorcycle with a loud noise level will be subject to the management’s discretion. Helmets must be worn within the park and riding in the park is limited to entering and exiting the park. Motorcycles are not permitted to be started or ridden between quiet hours 11pm to 8am. Visitors with motorcycles will be required to park in the lot adjacent to the Reception Center. Unless required for a medical condition or accessibility, golf carts, motorized scooters, mopeds, or dirt bikes are not permitted in the park. If a private golf cart is required for medical purposes, the handicap placard must be presented when completing our paperwork, we will photocopy it and attach it to the Private Golf Cart Guidelines that the guest has signed. In turn we will give the guest a laminated Handicap NF pass to display on the vehicle at all times. Please note, our insurance company requires a certificate of insurance naming Normandy Farms as additional insured for these types of vehicles. This guest’s profile will be tagged showing they have provided all the documentation needed to use their own golf cart, as a courtesy we also send out an email to all TL advising them the private golf cart is authorized to be operated during their stay. Normandy Farms Golf Carts We currently have a fleet of 10 golf carts which our guests may rent out on a daily or weekly basis. There is a 2‐night minimum and on long holiday weekends, a 3‐night minimum is in place. A guest may reserve the golf cart in advance or inquire with the Reception Center in person to check on availability. It is here that we have the guest complete paperwork, give them their key and pass and escort them outside for a brief tutorial. Golf carts are picked up and returned at the Reception Center. ATV’s, Motorized Scooters, Mopeds We’re sorry but these vehicles are not permitted to be operated in the park. The exception to the rule would be a 2, 3 or 4‐wheel mode of transportation that a guest uses to assist with their mobility (please familiarize yourself photos of acceptable modes of transportation with our Information for Guests with Special Needs on the next page)


Other Services Firewood:

The Ranger brings the wood wagon to the Hospitality Station when the station is manned – The hospitality schedule ranges from day to day and season to season. When you arrive for your shift, please radio the ranger requesting a wood wagon. Friday and Sunday in peak season, you would ask for two wood wagons‐ one at the gate house and one at the crosswalk. A team member working the hill can assist with collecting receipts and allowing guests to pick up pre‐purchased wood

Firewood must be purchased in the Reception Center (when open). Guest will be issued a receipt by Reception Center team member with firewood sale highlighted and will present it to Hospitality Host in exchange for wood bundles. If the guest wants to retain their receipt in the event they had other purchases, that is okay. Be sure to mark their receipt to indicate they have received their bundles from that purchase. Please DO NOT accept money for firewood sales prior to 9PM, those guests do need to go into Store to purchase wood

Guests may retrieve their own wood after presenting receipt, unless physically impaired and unable to do so

When the Reception Center is closed, Hospitality Host can sell firewood and make out a receipt for each guest transaction

The evening Hospitality Host will place all wood receipts and money in the Reception Center’s drop box at the end of shift

If your firewood supply is running low, notify a Ranger to bring you more. Keep in mind the ranger might be working on another project so plan ahead when asked for an additional wood wagon giving yourself enough time to work with what you have

Remind guest of current campfire hours Mem Day‐Labor Day 6PM‐Midnight and Labor Day‐ Mem Day 6AM‐ Midnight

No wood sales after 10PM

It is the responsibility of the PM Hospitality Host to coordinate with Ranger to retrieve wood wagon at approximately 10PM

We do not allow guests to bring wood pallets into the park to burn. It can leave a site with leftover debris such as sharp wood/nails that can be harmful to guests and their camping units or vehicles nor are they able to use drum firepits (we ask that fires are contained to NF issued fire rings)


Propane:

If a camping guest inquires with you where they should pay for/receive propane, there are a few different options based on what their need is. First you would want to inquire whether it was a tank they need filled or their motorhome. If it is a tank and they have the tank with them, you would direct them to the Reception Center where they will pay for their propane bottle. Remember, our filling times are 1PM and 5 PM with an additional filling time just on Fridays on 8PM. You will frequently experience a motorhome leaving the park requesting propane. You would announce on the radio “Hi, is anyone available to fill a Motorhome with propane.” Once someone has responded you would direct the guest down to the propane filling station. You would remind the guest that they would return to the Reception Center to pay for the amount of propane received. Whoever fills the motorhome will call the Reception Center with the amount of propane pumped. the If you have a guest inquire about having propane delivered to their campsites, please let them know we do not have a propane delivery truck so the guest would have to drive their motorhome to the filling area. The guest can sign up for that service in the Reception Center. Overnight Hosp: There are two filled propane tanks ( 1 20LB and 1 30LB ) at the propane filling station. These are to use in the event that a guest runs out of propane overnight and the ranger shifts have ended. You would be able to lend a bottle out to guests and note it in your overnight report so that any additional charges can be added to the guest’s reservation by the reception center team leader in the morning.

Self‐Dumping Honey Wagons: There is no charge for a guest to use the Self Dumping Honey Wagons. They cannot be kept for the duration of the guest’s stay and should be returned empty after usage. The wagons are located behind the Reception Center under the back deck and are locked to the support posts under the deck itself.

o A guest can get a key from either the Hospitality Host or the Reception Center to borrow a wagon. It is easier for them to borrow it from you as they would not have to get out of their car as often

o When loaning out a key, you would mark on the erase board time & site o Remind the guest to return the cart empty and rinsed out (if it is discovered that there is a full

wagon below deck, we would need to contact Ranger to empty) o Reminder, if a guest asks for assistance with using the self‐dumping wagons, graciously remind

them that we do not have team members available to assist. You could direct them to the reception center where they will be informed about the onsite honey wagon service we provide. Please remember that this service is only offered Monday ($35) and Thursday ($40)

Area Information for Guests: Guests may ask for directions or information about local shopping, restaurants, gas stations, churches, etc.

o You will see a file holder in the Hospitality Station which has typed directions and maps to local points of interest, if time permits (no traffic waiting) feel free to review the directions with your guest. If more extensive information or directions are needed, the Concierge or Reception Center team would be able to assist the guest

o We have printed local maps which will be helpful promoting some of our preferred Local Services


o On the local map there is a section called “Getting to Know the Neighborhood” where you will find step by step driving instructions to a pharmacy, veterinarian, service station, barbershop and more. You would want to become familiar with this information

o You have maps with exact directions to our two local 24 hours hospitals, Sturdy Memorial in Attleboro and Norwood Hospital in Norwood. Maps are highlighted on the front and typed directions are on the back, including complete address which is helpful for those traveling with a GPS. You also have directions to Brigham & Women's urgent care located at Patriots Place. Their hours vary day to day and they have a wide variety of services they offer/ illness they can treat. If a guest at any time requests directions to a hospital, inquire if they need an emergency vehicle called. Your closest 24 hour pharmacy is CVS in Mansfield

o If you are unable to answer a guest’s questions, please call the Reception Center or Concierge for assistance – never leave the guest without doing everything possible to assist them

o In regards to any of the printed material you have in the Hospitality Station, please advise the Reception Center if you are running low

GUEST CODE OF CONDUCT

Reception Center team leader or a member of Management will determine if Code of Conduct should be issued.

Can be delivered by Ranger, or member of Management Whomever delivers the Code of Conduct should inform Reception Center team leader of any

events/ conversations that took place with the guest so that the Reception Center can document accordingly

Reception Center creates a tag on the guest’s profile so our team can be alerted if the guest camps with us again

Code of Conduct forms are available in; English, Spanish, French and Portuguese Following is an example of the Code of Conduct:


Guest Code of Conduct

Welcome to Normandy Farms Campground. We are committed to creating a safe, comfortable and enjoyable environment so we are presenting a Code of Conduct designed to enhance the experience of all our guests.

Guests are responsible for their conduct and are prohibited from the following:

Exhibiting behavior that is unruly, disruptive, irresponsible or illegal in nature, which is a distraction to the enjoyment of other guests.

Using foul or abusive language or making obscene gestures. Interfering with the enjoyment of others, an event or activity. Engaging in public drunkenness. Not following Normandy Farms Campground guidelines or directives. Verbally or physically harassing any of our guests or Team Members. Engaging in any solicitation. Failing to follow campground guidelines including but not limited to adherence to quiet hours

and family friendly attire.

Based upon the discretion of Management, Guests who violate these provisions may be ejected from the campground without a refund and may be issued a letter of disinvite, prohibiting future visits to the campground. We thank you for adhering to our Code of Conduct, we hope this directive will enhance the camping experience for all guests.

If you or a member of your camping party is affected by another guest due to a violation of the Code of Conduct, please contact our Reception Center at 866‐673‐2767 x1 or Hospitality Station if after hours at x312.

72 West Street, Foxboro, MA 02035 | normandyfarms.com | 866-673-2767


LETTER OF DISINVITE

Member of Management will determine if Letter of Disinvite should be issued. Letter of Disinvite should be issued by a member of management alongside the Foxborough

Police Department. If Foxborough Police are not able to present, another team member should accompany member of management

Whomever delivers the Letter of Disinvite should inform Reception Center team leader of any events/ conversations that took place with the guest so that the Reception Center can document accordingly

Reception Center creates a tag on the guest’s profile to prevent them from being able to camp in the future

Letter of Disinvite forms are available in; English, Spanish, French and Portuguese Each letter is customized with guests information by member of Reception Center team

Below is an example of the Letter of Disinvite:


Date: 11/17/2020

To: Mr. & Mrs. Smith

72 West Street

Foxboro MA, 02035

RE: Letter of Disinvite

This letter is to inform you that effective immediately, you are no longer welcome on the premises at Normandy Farms Campground located at 72 West Street in Foxboro, Massachusetts.

We are committed to providing a positive memorable experience for all guests. To do that, we require all guests to refrain from behavior which would negatively impact the enjoyment of others, and that would otherwise be disruptive and/or inappropriate.

Until further written notice, your presence on the premises shall amount to a criminal trespass and you will be prosecuted.

Sincerely,

The Daniels Family

CC: Foxborough Police Department Normandy Farms Campground


72 West Street, Foxboro, MA 02035 | normandyfarms.com | 866‐673‐2767

DAY HOSPITALITY HOST Opening Procedures:

o Arrive 15 minutes prior to start of your posted shift o Read the log book or briefing, initialing to show that you have done so o Check in with the Team Leader at Reception Center to see if there is anything pertinent you

need to know that may not be in the logbook or briefing; also inquire as to whether the Reception Center Team Leader may have any projects you can work on in the event it is slow

o Retrieve the Hospitality Checklist from the checklist cabinet o From Reception Center Team Leader, please retrieve Speedy Passes and Reports, Rental Arrival

Passes and Keys (and occasionally Agreements), cash bag with hospitality key, wristband binder and any other paperwork she may have for you

How to Open the Hospitality Station:

o Forward phone back to ring at Hospitality Station by deselecting the name button that is lit o Turn on radio (right of door as you enter building) o Set up worktable and stool outside on the cement pad along with any supplies you need o Make sure you have enough wristbands and “Speedy” supplies including packets, pops, dogs

treats, small and large maps, activity schedules, trash bags, and insights. Document on hospitality checklist if you are low on any supplies that you do not need immediately. They will be sent down the following day

NOTE: The mandatory greeting when you answer the phone is, “thank you for calling Hospitality, this is _____, how may I assist you?”

Guest Arrival: Each day the Ranger, yourself and the Team Leader will coordinate efforts to determine site availability so that when a camping guest arrives at the gate, whether first time, Speedy Checkin or CCA you will know whether or not the site is ready for a new occupant. You will always want to be conscious of the time when a guest arrives as if it is prior to 3pm for a regular site and 4pm for a rental, there is a good chance the site/unit may not be ready. Anytime you are unsure of the status, call either the Ranger or the Reception Center for an updated status. Regarding rental units – if you have not already been made aware by the Reception Center Team Leader that a rental is ready, the Rental Team advises their Team Leader by radio when each unit is clean and ready for his inspection. Finally Bryan (or whomever is in charge that day) will let the Hospi/Reception Center TL know that the rental is ready for arrivals. Speedy Check In and CCA’s Arrival Process: Any guest on the CCA program, as well as any of our paid in full rental guests, will have printed car passes at the hospitality station. They also get emailed to these guests so some guests print them themselves or have them displayed on their phone. Guests who have paid in full but are not on the CCA program will have received a confirmation from us via email with an attachment allowing them to print their own car pass(es) with bar code and access codes. If the CCA guest is arriving on a day when the Hospitality Station is not manned, a GSR will place their passes in a marked envelope and leave in alphabetical order in the acrylic box mounted on the wooden column right before the key pad. If a guest arrives with a car pass displayed on their phone, you may permit them into the park but suggest they


stop in the Office at their earliest convenience to get a paper pass as each vehicle is required to have one.

o Upon arrival, the CCA or Speedy Check In guest goes directly to the Hospitality Station. This guest bypasses the Reception Center and will give their name to the Hospitality Attendant, who, after verifying they are on the list, will then highlight the name, indicating the guest has checked in

o Host will ask how many adults and how many children, being sure to inquire if any of the children are under the age of 3. If the guest does have any children under the age of 3, they would not appear on the car pass. Ask guest if all members of the family are present and are they expecting an additional vehicle

o If a party consists of 1 adult and 2 children for example, the way the computer displays this on the car pass (so that the fee comes out correctly) would be: Adults 2 Children 1….this represents a total of 3 guests

o If additional vehicle is expected for a Speedy Check in (non‐CCA family), ask if they have given the second pass to the next car, if not that 2nd person (vehicle) would need to go into the Reception Center to get a pass. If they have the second pass and want to leave it with you to hand to the second arrival, place this pass in alphabetical order with the remaining Speedy Check In passes. In the event a guest does arrive to pick up their 2nd pass and you don’t have one, you may contact the Reception Center to see if it is there or print one if time allows. If it’s not busy, someone will run it out to you; if it is busy you can send the guest through and the ranger will drop off later. If there is no second pass, apologize and suggest the guest does a U‐turn and stops in the Reception Center to resolve

o In regards to a CCA member, keep in mind that the Reception Center does make 2 passes for each member in advance, so this would mean 3rd vehicle (perhaps guest has a MH and 2 cars) could be printed if time permits or you may send them in and have them stop by Reception Center later to retrieve additional pass

o Wristbands will be issued and recorded

When there are two Hosts at the Station, one will mark on sheet correct number of people on site and will indicate that bands have been issued

o Host will determine if guest requires assistance to site (always anyone camping in a Safari field, sites 1301‐1305, 1401‐1406, 1501‐1506, end sites such as 201 or 511 due to tight angles). First time guests always require escort and rentals require notification of arrival to Bryan, Colin, Brett or Ranger)

o Hand the guest their Welcome packet and, if time permits, open the gate for them using their bar code or access code as a courtesy

o In the event the guest is NOT a Speedy check in, check to make sure they are paid in full. If time allows, you may print their passes for them. If it is busy at the hospitality station, please direct them to the reception center or advise the guest to go thru, get comfortable and stop back up at the Reception Center to register before 9pm that evening – again to avoid traffic backup

o The Reception Center will send out keys and passes for any guest arriving that day for a rental unit

o It is important that you are aware of the time, our arrival time is not until 3PM for campsites and 4pm for rental units so we would need to be sure the site is open. If you have an early arrival, contact the Reception Center Team Leader to find out what you can do for this guest

o As the Reception Center is closing, an Arrival Report will be sent to Hospitality showing the guests still due to arrive. All car passes left for arrivals will be sent down to you as well. You will also receive a sheet listing open sites by type in case you have an after‐hours arrival without a


reservation, and a report of All Guests in Park by Last Name as well as By Site. These reports show all current guests checked in

NOTE: When the Hospitality Station is not manned, CCA passes and wristbands are brought to Hospit Station and placed in Plexiglas holder for guest to retrieve upon arrival. Check In Process for Guest who is NOT Speedy Check‐in or CCA:

o After registering at the Reception Center a guest will then proceed to the Hospitality Station. For every first‐time guest, anyone camping in a Safari field, sites 1301‐1305, 1401‐1406, 1501‐1506 and end sites like 101, 211, 711 which have a tight angle, they must be assisted by the Ranger. Determine the location where the guest should meet Ranger and advise the Ranger by radio, “Hello Ranger, I have a first time guest in a fifth wheel going to D3 – D as in David 3 – they will meet you at the stop sign”

o Wristbands will be issued and recorded

When there are two Hosts at the Station, one will mark on sheet correct number of people on site and will indicate that bands have been issued

o Hand the guest their Welcome packet and, if time permits, open the gate for them using their bar code/access code as a courtesy. Explain to the guest how the gate codes work, that they can scan the bar code or punch in their own code followed by the # key, and that the gate closes between EACH vehicle

o As the Reception Center is closing, an Arrival Report will be sent to Hospitality showing the guests still due to arrive. All car passes left for arrivals will be sent down to you as well. You will also receive a sheet listing open sites by type in case you have an afterhours arrival without a reservation and a report showing all the guests in the park, including visitors.

Guest Departure: Car passes are collected when guests are checking out at the end of their stay. This practice is helpful in preventing old passes from being re‐used. As your guest leaves, provide a kind farewell and thank them for staying with us, your friendliness will make a lasting impression. After taking their pass, you would thank the guest for any compliments they may extend to you in regards to the park, feel free to hand out lollipops or dog treats if you’d like. When receiving a car pass at departure, once you verify it is actually the camping unit that has departed

and no vehicles still remain in the park, with a black marker, put a slash across the pass. If a guest is departing from a tent site you would have a ranger verify that all guests have departed from that site. You cannot be sure with a tent site due to not seeing a camping vehicle depart with the guest. As you are collecting passes, if you have time to put them in site order it is a tremendous help to the Reception Center Team Leader. She also looks for the slash as that tells her you are 100% sure the site is clear, as you saw the camping unit depart. If you assist a rental guest and they leave the keys with you, please advise the Housekeeping Team that you have the keys in the event they are waiting to access the unit to prepare it for the next guest. Depending on your proficiency with our reservation program, the Team Leader may ask you to check guests out in the computer upon departure, along with keeping track of who has left so that you can share the most up to date information. Visitors: When a Visitor enters the Park:

o You would want to compare the number of people on the pass with the number of people in the vehicle – if you see a discrepancy, the vehicle may not enter the park until an adjustment is


made at the Reception Center – you would want to call the Reception Center and advise the Team Leader and have the guest do a U‐turn and go back to the Reception Center

o The Reception Center will issue wristbands for all guests ages 3 + up which is indicated on the visitor vehicle pass

o Show visitor how to use bar code/access code. The exit gate upon automatically upon vehicle departure

When a Visitor exits the Park:

o The visitor pass will be turned in to you. Sometimes if the hospitality station is not manned, a guest will either bring the pass into the Reception Center or depart from the park without turning it in, which is okay

o All day visitors are due to depart the park by 10PM. The office keeps a copy of each visitor pass and matches them up with the turned in pass, that is why it is important to either stop in the office with the passes or have someone pick them up periodically. Towards the end of the evening GSR TL will ask the ranger to check on any visitors still in the park that are due out at 10pm. If he determines that the visitor has left, he will simply write “gone” across the report. If the Ranger has determined that the guest is still there, he will document paperwork accordingly and the Reception Center will follow up with the Visitor and the folks at the site the next morning

o When final shift is leaving (which may not be you, in most cases it would be Overnight Hospitality), the Hospitality Host should return all car passes and visitor passes and any late arrival paperwork as well as and money collected towards wood or after hour check‐ins to the Reception Center Team Leader – all paperwork can be placed in the drop box outside the back door of the Reception Center if the Team Leader has left. You may also have a box with alphabetized Speedy Check In passes that never got picked up, this box should go to the Reception Center as well if there is someone there to accept it, if no one is there, take the passes out (leaving in alphabetical order) and clip together and leave in the drop box with a note “guests who did not arrive”

o Again, last person leaving Hospitality Station will relay any pertinent information to the Reception Center by selecting “Overnight Hospitality Report” from the downloads page of website. It is vital that you do this, as it would be quite embarrassing to have an angry guest waiting for the Reception Center team member at 8AM to inform them of a problem incurred during the night of which you may have assisted them with – yet the Reception Center was not made aware. At this time you would forward the phone to whomever is on call depending on the day

When an Observer enters the park:

o Observer passes are used for a few different uses; potential future campers who want to see all that Normandy Farms has to offer, someone who is picking up or dropping someone off, an off road camper using the dump station, someone who is visiting for less than an hour. There is no fee associated with these scenarios

o We register the observer via the ‘New Sale’ feature in our software and selecting ‘Visitors Day at No Charge (seniors or under age 3)’. This allows us to garner their name, address, phone number and generate a pass for them indicating the time in and time due out.

o We give the Observer a pass and print one for our records and leave it with their license on the back counter (marking time due out so we can keep track) The observer will come to the Reception Center for return of his license or credit card


o You would want to compare the number of people on the pass with the number of people in the vehicle – if you see a discrepancy, the vehicle may not enter the park until an adjustment is made at the Reception Center – you would want to call the Reception Center and advise the Team Leader and have the guest do a u‐turn and go back to the Reception Center

o You do NOT issue wristbands for children as the observer pass does not include use of our pools, bike park and activities

Disc Golf Daily Passes: o You would want to compare the number of people on the pass with the number of people in the

vehicle – a season pass allows only one person to enter the park, if additional guests are noted in the vehicle a visitor pass would be required for them to enter the park. If you see a discrepancy, the vehicle may not enter the park until an adjustment is made at the Reception Center – you would want to call the Reception Center and advise the Team Leader and have the guest do a u‐turn and go back to the Reception Center

o A day disc golfer would have a pass generated from ‘New Sale’ as well, selecting Daily Disc Golf as the inventory item

o You do NOT issue wristbands for Disc Golf as the pass does not include use of our pools, bike park and activities

o Disc golfers are permitted to bring their pets into the park with them o Our disc golf course is open from dawn‐dusk

Dumping Station Passes:

o The guest using the dump station keeps the pass on the driver’s side of their dash. Please write yourself a note to monitor that the guest using the dump station has departed during the appropriate time. If you note that the guest should have departed advise your team leader and she will follow up

o You do NOT issue wristbands for folks using the dump station as the guest using that does not have use of our pools, bike park and activities

Someone at the Gate that Didn’t Stop at Reception Center (observer / visitor): Occasionally you will find a guest arriving at the Hospitality Station who has not stopped at the Reception Center. Most likely they have not been here before and are unfamiliar with our guidelines. Even if the guest ensures you that they will be a quick in and out, you are not able to have them enter the park without first checking in at the Reception Center. Kindly advise them that you will open the gate so that they may do a U‐turn and inquire at the Reception Center for assistance. Be sure to advise them that the gate closes between EACH vehicle. In the event the guest does continue in to the park after you have advised them not to, you would need to contact the Ranger by radio with a description of the car/plate number so that he may assist them. Daily Maintenance Procedures: Keep the Hospitality Station neat at all times by:

o Completing your daily Shift Checklist (sample on next page) o Sweeping the floor o Empty wastebasket o Clean glass doors and windows, making sure no tape residue is left o Keep desktop and drawers free of clutter o Maintain cleanliness of refrigerator and microwave


o Keep your paperwork (passes, reports, receipts) orderly o Wipe keypads down with windex/papertowels o Periodically check outside for litter control by checking out center island, walkway to Pool, lawn between Pool #1 and Hospitality Station, hill adjacent to exit gate and driveway in front of Reception Center o Use long broom to clear cobwebs from under roofline and windowsills, inside and out o Complete the Hospitality checklist for your shift and return it to the GSR Team Leader


Day Hospitality Shift Checklist Please complete this checklist and hand it off to the next attendant. If you are working until the 10 pm

shift, please give this checklist to the Overnight Hospitality Attendant to put in the drop bag. o (In the Reception Center): Collect key and reports from Reception Center, READ Briefing and

initial

o Ensure you have passes for all CCA guest arrivals for that day

o Ensure you have rental passes, keys, an updated departure report, and wristband report

o Turn on radio

o Un‐forward phone

o Set up table with supplies (speedy packets, activity schedules, maps, dog bones, lollipops)

o Turn on laptop and log onto Reservation and Gate Programs

o Have a departure report on hand to indicate and report any departures to the Reception Center

Team Leader

o Be conscious of any departures left to ensure checking in guests sites are open. If not, please

direct them to the Reception Center

o Be aware and conscientious of when rentals are ready

o Highlight most important information on large maps for future speedy packets

o Check to make sure all materials in Hospitality are fully stocked (Large/small maps, activity

schedules, paper clips, staples, tape, pens, directions to local hospitals, alternative route

directions for event days, trash bags, dog tags, Normandy brochures, Normandy insights, and

copy paper.)

o Dust off laptop, printer, and desk area

o Windex windows, if necessary

o Vacuum door frame

o Look at AED to be light is flashing (if any concerns notify Sharon)

o Leave hospitality clean and neat for next shift

o Be sure to relay any needed information to the Reception Center team leader and the next

attendant

o Pass this checklist off to the next attendant

o Pass off wristband report to the next attendant

o Check in with the Reception Center team leader before you depart


PM Hospitality Closing Shift Name

o Make sure to have read the briefing in the Reception Center and initialed before heading out for

your shift

o Have a departure report on hand and report any departures to the Reception Center team

leader

o Highlight most important information on large maps for future speedy packets

o Check to make sure all materials in Hospitality are fully stocked (Large/small maps, activity

schedules, paper clips, staples, tape, pens, directions to local hospitals, alternative route

directions for event days, trash bags, dog tags, Normandy brochures, Normandy insights, and

copy paper.)

o Dust off laptop, printer, and desk area

o Windex windows, if necessary, removing any tape residue

o Vacuum door frame

o Organize any materials at Hospitality

o Leave space clean and neat for the next shift

o Be sure to relay any needed information to the Reception Center team leader and the next

attendant

o Bring this checklist to the Team Leader

o Check in with the Reception Center team leader before you depart

The Hill Hosts (assists on Fridays/Sundays and busy days) The Hill:

During busy traffic times a Hospitality Host works on the bottom of the driveway in conjunction with our team member at the top of the driveway (at the crosswalk area.) Both are assigned to “traffic duty”. The Host (#1) at the top of the driveway’s main objective is to keep traffic moving into the park in an orderly and controlled manner to help ensure that camping units do not back up onto West Street. This Host also monitors the crosswalk for safety. The Host (#2) at the bottom of the driveway will be assisting and directing Speedy Check In and other arrivals to the proper lane. On the occasion that the traffic is backing up and onto the street, your role is to let people thru the gate to get that traffic off of the public street. Don’t worry that you will incur any repercussions from Management; this is both necessary and appreciated. As things slow down, the Reception Center will handle the best way to process those guests who were let through. Hill Hospitality Host #1:

o Station location is at the top of “the hill” in front of the Reception Center at crosswalk o If you do not have the proper attire, your Guest Service Team Leader can get it for you from the

storage room at the Reception Center. There is also NFCG rain gear here. It will be the responsibility of the Hosts to return gear to same location when done.

o Keep traffic moving forward to crosswalk STOP signs helping to reduce gaps between camping units


o Remind guest that a driver needs to remain with vehicles at all times. If the driver is alone, they may get out and register the vehicle in the Reception Center

o Ask passenger to go into the Reception Center to register o Equally important is the task of Pedestrian Safety. Hill Hospitality Host #1 will stop vehicles

when necessary for pedestrian traffic and will direct all foot traffic to use the crosswalk that goes between the Reception Center and lawn area across from it

o Hill Hospitality Host #1 should be mindful that bicycle, skateboard and scooters are to be parked at the bike rack located at Pool #1 or at the Reception Center crosswalk bike rack

o This is another vantage point to keep a watchful eye out for folks entering park from parking area behind Reception Center and through the ball field

o Collect wood receipts when wood wagon is at the crosswalk (normally on Fridays, and on Sundays in peak season)

o During times when the driveway is busy, you would ask guests/ visitors in just vehicles to pull behind the Reception Center to reduce the traffic in the driveway. Remind the guest that the Reception Center will need their plate number

Hill Hospitality Host #2: o Station location is at the bottom of “the hill” entering the park o If you do not have the proper attire, your Guest Service Team Leader can get it for you from the

storage room at the Reception Center. There is also NFCG rain gear here. It will be the responsibility of the Hosts to return gear to same location when done

o Please request the Ranger to bring either the umbrella during the hotter days or the outdoor heater during some of our colder nights if they are not present upon the beginning of your shift

o Direct incoming units to appropriate lane for registration check in. Make sure the first car in each lane moves forward toward the STOP sign at cross walk; leaving room for other vehicles to pull off the public roadways. To accomplish this, the driver needs to stay in the vehicle

There are three lanes in our driveway: Lane 1 (far left, closest to Reception Center) This lane is for guests needing to go into the building to register Lane 2 (center lane) This lane is for guests needing to go into the building to register Lane 3 (far right lane, closest to pool) This lane should remain CLEAR at all times. It is for THROUGH TRAFFIC ONLY. This lane is for long‐term guests, previously registered guests, team members, vendors, speedy check‐ins and emergency vehicles

o Reception Center parking area – located behind Reception Center. This area is for guests needing other Reception Center/Store services, golf cart parking or if guests are using Pool #1.

o At busy times and holiday weekends, if traffic builds up you will need to send some guests directly to the Hospitality Station instead of into the Reception Center to check in. You would use your discretion in determining when this needs to be done. Inform the Hospitality Station that the hill is backing up onto the street so they will be expecting these guests


OVERNIGHT HOSPITALITY HOST Basic Guidelines

o Greet and welcome all incoming guests to the park o Car passes should be clearly displayed on driver’s side dash or on a mobile device o For new arrivals during your shift, ask all guests if they have stayed with us before, as each and

every first time guest will be escorted by PM Ranger (or yourself if he has left). If Ranger still on duty, when you contact the Ranger to assist let him know that he will be meeting a “first time guest” so that he is more informative with his site orientation

o As a courtesy, ask guest if they know how to use bar code/access code, if not; show them where it is on pass and you may scan or enter the code for them instructing them to hit the # after manually entering the access code

o Radio Ranger to assist in escorting all guests camping in a Safari field, sites 1301‐1305, 1401‐1406, 1501‐1506 as well as anyone else who requests assistance including guests on end sites such as 101, 501, 1001, 311, 511, 1011 due to the sharp angle of the sites. You would have all guests escorted to their sites any time after dark. It will assist the guest to find their site more expeditiously and avoid any disorientation due to how dark the park may be. This is mandatory

1. Type of camping unit (pop‐up, travel trailer, Class C, MH, fifth wheel, bus, truck camper, etc) and description of tow vehicle

2. Site assignment, being clear with your site as some may sound alike, for example, “I have a motorhome going to “D” as in David 1 (for site D1), that’s D1

3. Meeting place – where you tell the guest to meet the Ranger (Safari 1 stop sign for most guests and B1‐B4; Basketball court for B5‐B8, Stop sign B9‐B11 and T1‐T10; Pool area for A sites (only if unit is small, otherwise direct larger units for A sites to Safari 1 stop sign)

4. The Hospitality Station has a packet of highlighted maps which will inform you on how to direct a guest to each campsite in the park. At the bottom of each car pass, there are step by step directions on how to navigate through the park to find that campsite

o If a rental guest checks in at the Hospitality Station, radio PM Ranger (if still on duty, otherwise you would escort) to meet at rental unit. This is mandatory. All rental guests (cabin, yurt, popup and safari tent) must be greeted at site by Ranger, or escorted to site if it is dark and the guest is unfamiliar. You would also issue the key to the unit at this time

o Provide support to Night Rangers once first PM Ranger’s shift has ended o Wood Sales‐ up until 10 PM o Assist off‐road guests without reservations. Utilize online form to fill out reservation information o Accept and deliver if necessary emergency phone messages o Assist with visitors arrival and departure as long as there is a pass at the gate for them o If a visitor arrives that is not registered before the Reception Center closes, they are not able to

enter the park. If your instinct tells you the scenario is legitimate you may call the folks at the site to see if ____ is welcome to come in. If so advise them that you will advise the office to charge for the guest in the morning. Be sure to document all of this including the number of people, car and plate and who approved.

o Assist with arrival of registered and unregistered family members joining guest already in park o Provide after‐hours assistance to guests who have noise complaints o Attention to after‐hours fires o Enforcement of quiet hours


o Aware of need to have children back to sites by 11pm o Awareness and guidance for children wandering through park after 11pm o Attention to sites that may have been flagged by Registration Center o Site check o Night time rounds include maintenance at Restroom buildings

o Use of cameras to monitor restroom/laundry activity o Monitor area at Recreation Lodge, Pool complex and other locations throughout park

o Report anything in need of attention or repair by submitting an online Maintenance Ticket o End of shift wrap up by transmitting Overnight Hospitality Report and delivering important items

to drop box at rear entrance to Reception Center

Starting Procedures: o Punch in at garage timeclock o Get an electric golf cart and park it at the Hospitality Station – plan on arriving at Hospitality

Station 15 minutes prior to start of your shift. For inclement weather the truck may be a better option. NOTE – if it is a particularly busy night you may arrive for your shift and all golf carts may be taken. If you prefer a golf cart, pick one up after the first Ranger leaves, making his golf cart available for your use

o The Host you are replacing communicates pertinent information to incoming Host and provides you with updated reports showing all guests in the park both in alphabetical order and site order

o You will have a starting cash bag containing $30 that you will use to make change and store funds for wood sales

o Events of importance occurring during the day (injury incidents, sites to monitor, stolen items reported, suspicious person, etc). You may be given passes for late arrivals, visitors or members of the camping family who have not yet arrived.

o You will be given a list of available sites in the event you have an unexpected late arrival o For any late arrivals (guests or registered visitors), issue wristbands when appropriate and

indicate on report how many were given o Secure portable radio from outgoing Host and keep with you at all times o If you leave the Hospitality Station for any reason during your shift, please forward the phone to

the Hospitality cell phone and carry it with you Wood Sales: As mentioned above, you will have a cash bag that started with a $30 bank. You are able to make change and store funds received for wood sales in the bag. Campfire hours end at midnight so keep that in mind if a guest is purchasing a large quantity of wood late in the evening. As part of the Ranger’s projects, he will retrieve the wood wagon shortly after you arrive. As of 10 pm, wood sales would end and a ranger would be called to take the wood wagon to the garage. The cash bag gets deposited in the Overnight Drop box. Messages / Phone calls:

o When answering the phone at Hospitality, always identify yourself and your location, “Hello, this is ______ at Hospitality, how may I assist you?”

o If you are away from the Hospitality Station, calls would be forwarded to the cell you are carrying. If/when you see the indicator light showing that a message has been sent to the cell phone follow these steps to retrieve you will want to retrieve and respond, erasing the message only when you know task or request has been accomplished.


With most guests carrying cellphones, you would rarely receive a message for a guest, but in the event you do have the PM Ranger deliver the message. If a Ranger is not available, lock Hospitality Station, post “Be Back” sign and deliver message – remember, anytime you leave building you must forward phone to “cell” and take it with you!

Expected Late Arrivals: You will have a condensed Arrival Report from the Reception Center, showing you who is still due to arrive that day – the report shows you the expected number of adults and children in the party

o As the guests arrive, mark “IN” next to their name and adjust the numbers in the party if necessary so that the AM Team Leader can modify the total count in the computer

o Issue and record on report any wristbands given o You will have a car pass(es) for the Expected Late Arrivals, show guest how to use bar code at

keypad o Provide guest with Welcome Packet along with a map of the park though you would assist guest

to site as the park can be difficult to navigate in the dark o It’s always a good idea to point out location of closest Restroom, state the high water pressure

and highlight the “after hours assistance number” o Advise your guest that if they require any additional assistance the Reception Center will be

open at 8am o Have yourself or Ranger bring any late guests out to their site as it will be more difficult to locate

in the dark. Remind the guest to be mindful of noise setting up their unit or tent (suggesting Rec Lodge parking area if you feel appropriate), due to guests who may have retired for the evening already

Unexpected Late Arrivals: Check available site list and select best site to meet their needs

o There is a file holder on the back counter which offers you a selection of other parks for young campers who show up unexpectedly after hours, giving them directions to the other parks. We feel they might be more comfortable in another park as we are very family‐oriented and reserve the right to deny campsites for those under the age of 25

Please use your judgement when dealing with the above scenario. You may find that a couple traveling cross country or from a long distance is genuinely looking for a place to spend the night and we might be a good fit for them; whereas a more local youth might be meeting friends or looking for a campground with a relaxed party style atmosphere – in which case you would provide them with the directions to other parks

o Please keep in mind if late arrival has a tent or popup that might be noisy to set up, to please place guest in a more remote area whenever possible where they will not disturb others. A reminder to not use glaring lights and to set up as quietly as possible will be greatly appreciated.

o Refer to price list provided on the available site list o Accept payment ‐ Credit card is preferred method of payment and you would record the 16 digit

card number (we are able to take Visa, Mastercard or Discover ONLY), expiration date and security code (as well as best phone number to reach guest at). The form for this payment is located on the downloads page under “Late Night Arrival”. A copy of this form is also automatically emailed to the Reception Center Team Leader so she can process in the morning. You can print a copy of this receipt for the guest. A guest may pay with cash, however we do not accept checks

o Remind guest that the site is theirs until Noon the following day


o Issue and record on report any wristbands given o Provide guest with Welcome Packet along with map of the park, highlighting their site

It’s always a good idea to point out location of closest Restroom, state the high water pressure and highlight the “after hours assistance number”

o Have yourself or Ranger bring any late guests out to their site as it will be more difficult to locate in the dark. Remind the guest to be mindful of noise setting up their unit or tent, due to guests who may have retired for the evening already

o If a guest arrives after 11PM we would strongly discourage them to set up at that late of a time as it can cause a distraction to other guests camping near‐by. If the guest is in a motor home or camper we would ask them if they could park in the Recreation Lodge parking lot overnight where they would be able to hook up to water and electricity. The guest could move over to their designated campsite in the morning after quiet hours have ended. If a guest arrives after 11 PM and is camping in a tent, you would ask that guest to be as quietly as possible setting up and to set up the bare minimum as to not disturb other guests.

Visitors : Many of our guests invite friends and family to visit them while camping at the park. We have day visitors as well as overnight visitors. Guests are able to check in and pay a fee at the Reception Center as early as 8am and as a day guest, may enjoy the facilities until 10pm – an overnight visitor is due out at noon. This fee gives the visitor full use of all facilities while here in the park.

o Day visitors are not permitted to enter the park after 9 pm o There is a limit of 10 visitors per day to a campsite. Visitors under the age of 3 do not count

towards the 10 visitors o Visitors may not bring their pets to the park (service animals are excluded) o Our Rangers work in collaboration with the Daytime Hospitality Hosts and/or Reception Center

to monitor the number of visitors and vehicles on sites and address the situation as needed o Visitors aged 3‐up are issued wristbands

For your information: Day Visitors (per person) – $15 for all guests ages 3 and above. Children under the age of 3 and senior citizens are no charge to be day visitors Overnight Visitors (per person) – $20 for all ages 3 and above (children under age 3 are free as overnight visitors) Once the Reception Center is closed you will be given passes for any pre‐registered day or overnight visitors that have not yet arrived. Upon arrival, you will verify the number of adults and children in the vehicle matches what is on the pass.


When a Visitor Departs:

o Verify that visitor will not be returning. You would want to take their pass to ensure it is not passed off to anyone else

o The pass will be returned to the Reception Center so the team leader can process the departure by matching up passes

o After 10 pm the Ranger will be by to pick up the list of visitors still in the park. The Ranger will check the sites to see if visitor’s vehicle is still here. If he sees the folks outside, he may inquire as to the visitor’s plan. The status of the visitor (if not leaving) will be relayed to Hospitality to monitor and then shared with the Reception Center Team Leader on Overnight Hospitality Report

When Someone Arrives at the Hospitality Station to Join Site – Does not Appear to be Pre‐Registered: Occasionally you may have someone arrive at the Hospitality Station who is not registered. If it seems like they are just wanting to pop in for a quick social visit, you would want to advise them of the Visitor hours so that they could come back when the Reception Center is open and register as a Day Visitor. Day visitors are not permitted in the park after 9 pm. If a visitor arrives after 9 pm you might suggest that the camping guest could come out to the parking lot to see the visitor, if the visitor wants to call them. If the camping guest requests that you allow the visitor in, advise the camping guest this is not permissible unless they would like to add the guest to their reservation for the additional fee. If this happens you would relay name of guest, how many adults/kids, make of vehicle with plate and who authorized their entry. The Office TL will bill guest in the morning. If a visitor arrives and indicates they were scheduled to stay overnight and a pass has not been left for them, and if after verifying the guest’s site number you feel confident that this may have been an oversight on our end or the guest’s end, you would want to call the site to verify this guest is approved to enter (follow above steps with regard to gathering visitor’s info) and have the PM Ranger (or yourself if he has left) escort the unregistered visitor to the site. Your responsibility would be to document this in your Overnight Hospitality report indicating the unregistered visitor’s name, type of vehicle and plate number, name and site of guest visiting, and how many adults/children in the car. As you are not able to generate a gate access code, please inform this visitor that without a code they are not able to re‐enter the park until they register formally at the Reception Center. Advise the guest that he/she must register at the Reception Center in the morning and would also need to retrieve wristbands if staying. The AM Team Leader will follow up on this as well. We will not permit any unregistered visitor into the park without the guest’s permission as you never know if someone might have bad intentions. Unless you have a pre‐approved visitor pass you must gather permission from the adults registered at the site. This is mandatory. Registered Additional Family Members Still Due to Arrive: You may have some car passes with the guest’s name documented across the top, showing the number of adults and children expected. These passes are for members of the camping family that are registered and paid for but did not arrive at check in. Any change in the number of people arriving would also need to be included in your Overnight Hospitality Report as well as the additional family member being


advised to check in at the Reception Center in the morning to make the adjustments. These passes would have the gate access code written at the bottom. General Park Information to be aware of during the Overnight Shift: After Hours Assistance For our guests or someone calling from outside the park, the Hospitality Host can be reached between the hours of 9pm to 6am at 866‐673‐2767 x312 for non‐medical emergencies. The type of calls you may receive here are: concerns of noise, a guest needing assistance at a site, or a general park question.

When you leave the Hospitality Station to do rounds, you will forward any incoming calls to the Hospitality cell phone which you will carry with you. The Foxboro Police and Fire Departments are trained to call that number to alert us when an emergency vehicle is en route. During the day when the Reception Center is open, the front desk will have the phone plugged in and charging with the ringer volume up in the event any calls come in. When the Reception Center closes the phone will be brought there for attendant to monitor. When you leave the park at 6am, you will forward the phone to whoever is on call that night, determining who would receive calls by looking at the schedule under the Plexiglas on the counter. The Foxboro Police and Fire Departments also have an access code they can use to get through the gate. In the event they are experiencing any issues, their code is 911#. When this code is used, an alert is sent to Kristine. if you use this code for any reason please document in your overnight report when it was used and why.

Quiet Hours in the park are from 11pm to 8am Campfire Hours are Mem Day‐Labor Day 6PM‐Midnight and Labor Day‐ Mem Day 6AM‐ Midnight The ability to have fires is determined by local conditions and is subject to change. Only one steel fire ring may be used for campfires. Drum fires are not permitted. Fires should not exceed one foot above steel ring. We ask our guests to please extinguish fire completely before retiring or leaving your campsite. A guest should never leave a fire unattended! Should you find a fire unattended, document it in your report so the Reception Center can document it in the guest’s profile Speed Limit in the Park is 9mph Children should be back to their sites by 11pm Bicycles should be back to the sites by dusk Computer and Password The day Hospitality Hosts are for the most part trained GSR’s and will utilize the computer for purposes related to the front desk such as printing passes, checking guests in/out, etc. Without knowledge of the reservation program, the Overnight Hospitality utilizes the computer for other purposes, namely the cameras which view Reception Center, Lodge and Restrooms, the Gate program and for purposes of submitting reports at the end of each overnight shift. You will be trained in each of these facets of your position. To access the cameras, log in with the following:


Username: Hospitality Password: Normandy72 Nexus Gate Program Username: normandy Password: normandy72 To view Registration Center and Rec Lodge Username: normandy Password: Daniels72 To view Restrooms Username: admin Password: 123456

Lost & Found The central Lost & Found is at the Reception Center. If a guest has misplaced something that day and has an idea in what area, you could contact someone from that particular department if they are still in the park – otherwise have the guest check the Reception Center in the morning. If you find something during your overnight shift, place item in drop box if small enough or leave in Hospitality Station. Document on report what the item is, where it was found and where you left it. Wristbands In order to ensure that all guests are registered, all guests (aged 3 + up) will be given a wristband to wear during their stay. The wristbands will be distributed from our Hospitality Station when it is staffed, otherwise they will be given out at the Reception Center. These wristbands are required for children to access the pools, bike park and planned recreation events. It is a good idea to let the guest know they might like to write their site number on their child's wristband. That way in the event their child is ever found without them, we would know where belong. Family Friendly Attire Proper attire, including shoes and shirts, should be worn at all times. The park is a casual, family‐oriented environment. Ensuring our resort is family friendly is an important part of the camping experience. In that spirit, we ask our guests and their visitors to use discretion and common sense. Attire that is not appropriate for the park—and which may result in refusal of admittance—includes but is not limited to:

o Clothing with objectionable material, including obscene language or graphics o Excessively torn clothing o Clothing which, by nature, exposes excessive portions of the skin that may be viewed as inappropriate for a family environment

o Offensive tattoos Drones For the privacy and safety of our guests, drones are not permitted on our property.

Common Concerns that May Occur on Overnight Shift

Abuse of Quiet Hours – A guest who may not have been made aware of our quiet hours (11pm – 8am) will need a friendly reminder. If a Ranger is still here, when advised he will go to site to explain that “we have received calls from several guests regarding excessive noise in this area and we are asking for your support in providing our camping families with a peaceful and quiet environment”. If the Ranger has left you would follow these guidelines. If after the initial contact the guest does not comply, you must determine if you need to call or Colin, Bryan or Brett or another Manager for additional support.


Any ongoing abuse of the quiet hours must be reported on your Overnight Hospitality Report, detailing the site, time and description of incident. After Hours Campfire – A guest who may not have been made aware of our campfire hours (which are Mem Day‐Labor Day 6PM‐Midnight and Labor Day‐ Mem Day 6AM‐ Midnight) would be given a friendly reminder, provided the fire is low, to not add any additional wood. Reminder, guests are not able to burn pallet wood and they are not able to use drums (like from the inside of a washer) to have a larger fire. Any ongoing abuse of the campfire hours must be reported on your Overnight Hospitality Report, detailing the site, time and description of incident. Kids out After Hours – Our young guests should be back to their sites by 11pm. If you should come across a group of teens, it is okay to inquire as to where they are heading (and their site number). Aside from the Restrooms or back to their site they should not be wandering through the park after hours. If you come across the group again, it is advised to follow them back to their site to be sure they are safely situated for the evening. When the young guests have been brought back to the site a second time the parents should be informed that the children need to be at their sites after 10:30pm and the parents assistance in making sure they follow the guidelines is appreciated. No need to involve the parents unless the kids are not cooperative. Some areas that the teens tend to congregate in are the Gaga Pit, Pond, Playgrounds and Laundry Rooms/Restrooms – you will want to keep any eye on these areas during your rounds. Any ongoing abuse of the above must be reported on your Overnight Hospitality Report, detailing the site, time and description of incident. Sites Flagged by Reception Center – Based on concerns from a previous or current camping experience you may be presented with a list of sites to keep an eye on along with a summary of the particular concern. Any ongoing abuse by a flagged site must be reported on your Overnight Hospitality Report, detailing the site, time and description of incident. If all goes well, please pass that information along as well – as that would be helpful to document under the guest’s profile. NOTE: A tool that you should utilize while at the Hospitality Station is the ability to view via camera, the interior of the laundry room and exterior perimeter of Restrooms 1, 2 and 3. You will be shown how to do this during your on‐the‐job training and should have this screen up at all times. If at any time you feel that you need additional support after hours, don’t hesitate to contact Colin, Bryan, Brett or another Manager – look at their schedule placed under the Plexiglas at the Hospitality Station to see who is on call. They will advise you of the protocol to follow depending on the particular situation. You may also refer to the guidelines in the Ranger Manual to assist in helping you determine the best course to follow

ANY MEDICAL, FIRE OR POLICE EMERGENCY SHOULD BE CALLED IN TO 911 AND DOCUMENTED ON YOUR OVERNIGHT HOSPITALITY REPORT

Leaving Hospitality to Lend Support to Rangers/Perform Nightly Rounds: While the Rangers handle most issues that occur between 10pm‐1am weekends and till approximately 10/11pm midweek, once you determine its appropriate to head out to offer additional support and begin your rounds, the following might by typical of a routine evening in the park.


Front entrance typically quiets down around 11pm When first Ranger leaves (around 11/11:30pm) you may leave the Hospitality Station to start your evening rounds.

o Take Cellphone and be sure phone is set to forward o Take Portable Radio o Take Site Check Sheet o Keys o Flashlight o Put up “I’ve Stepped away from the Hospitality Station…” sign

As you notice open sites, circle on Site Check sheet (this indicates to AM Team Leader that the site is vacant) You will circulate through the park, going through each area and up and down each row in an effort to provide our guests with a peaceful, relaxing family environment. You will want to pay special attention to anything that seems out of the norm, including but not limited to:

Abuse of Quiet Hours After Hours Campfires Kids Out after Hours Sites Flagged by Reception Center

At approximately 1 or 2am you will begin checking the Restrooms, planning to spend about 15 minutes on each side, men’s and ladies:

o Wipe down sinks, counters, toilets and showers o Pick up any debris, toilet paper/paper towels on floor o Check laundry room for neatness o Sweep floors and if necessary, mop o Check to see if toilet tissue, paper towels need to be stocked o Check outside area for debris

Next area to visit would be Recreation Lodge/Kamper’s Kitchen/Pool 3&4 areas

o Walk the entire perimeter of this area, flashing your light over the pool areas to check for unexpected swimmers. While the Recreation Lodge building should have been secured by the Rangers and the Kitchen by their team, check each door to verify locked. After you have verified the entire complex is secure, it’s a good idea to find a quiet spot here and observe for 5‐10 minutes before you head depart

At approximately 3am or when done with the site check, give each side of each Restroom building a review and another walk around the Recreation Center complex

o Check to see if buildings are secure, if you come across any unlocked doors, remember to include this on your Overnight Hospitality Report– this is very important!

o Check pools o Check by pond, if you see the light at the pond go on or off, it is a sensor light so that would alert

you that someone might be there o Check dog park o Check playgrounds o Take a ride through disc golf o Around sun‐up, after you check restrooms, take a ride through park and pick up any trash on

roads o You would also need to complete your Site Check (this MUST be done every morning) and put it


o in drop box for Reception Center o Sweep around Hospitality Station, the entire island area and anywhere else as time permits

Closing Procedures: At approximately 6 am after your final ride through the park you will want to prepare for the end of your shift:

o Every morning before you leave, you are required to complete a report on the Downloads Page of the computer summing up your evening, stating any unexpected arrivals, issues and concerns, disturbances, things in need of repairs, etc. Once you complete the report, by hitting “submit” a copy goes to Management. Even if nothing happened, you are required to submit the information, stating that the evening was quiet with no events.

o You are also required to complete a campground site check. Please place in our overnight drop bag. Blank site check forms can be found in the left hand drawer of the hospitality desk. If you are running low, please mark on overnight report so that the reception center can send down the following day

o Anything you noticed in a state of disrepair or in need of attention, submit a Maintenance Ticket from downloads page. Tutorial of the use of the ticketing system will be provided during training

o Take cash bag, visitor passes, reports, Hospitality key, notification of any early departures and any other important items and deposit in drop box by the back door at Reception Center

o Leave status of any notes or projects for AM Host o Neaten up outside of Hospitality Area, leaving only table outside (wipe down table please) o Put portable radio on charger o Turn off wall‐mounted radio o Please return the cell phone to the charger and make sure the phone is forwarded to the correct

on call team member (Colin, Bryan or Brett) o Manually open gates o Take trash to dumpster at garage o Hose down golf cart (if used) o Put away golf cart or truck o After washing electric cart, return and plug in to charge o Make sure Garage is secure and lights are off

The gate at time will be staffed from 6AM‐8AM but other times it will remain unattended from 6AM until 8AM when the Reception Center opens. During this time, the gates will remain open.

1 2020 Sec3 Gold Stand for Hospitality

Section 3

The Normandy Farms Family Camping Resort’s Gold Standard of Award‐Winning Guest Service


Gold Standard of Award‐Winning Guest Service MISSION STATEMENT: To provide our guests the finest services and amenities for a truly memorable camping experience. Since the day we opened in 1971, Normandy Farms has been committed to providing our guests with exceptional service, the finest facilities and an overall quality camping experience. We pride ourselves in being the finest camping resort in New England and have been named “RV Park of the Year” four times, designated as one of the 7 Best RV Resorts in the World, and in 2011 we were once again in the top 10, nationwide. Much of our success can be accredited to working together as a team to provide the best camping experience for our guests. In working as a team, each member will receive support, encouragement and enthusiasm from other team members. Both individually and collectively this enables us to provide our guests with the very best service. At Normandy Farms we believe:

Our guests deserve the BEST and most courteous service Guests are real people, with feelings much like your own. Treat them as you would like to be treated

Our guests are not “interruptions”. They are the reason why we are here and it is our responsibility to fill their needs

Our guests’ inquiries are always answered in a warm, friendly manner We pride ourselves in having clean and well‐maintained facilities to offer our guests Each one of us needs to do our part to maintain this high standard We provide tourist information services to encourage travelers to explore the various points of interest in our area

Every member of our team must be well informed about ALL the facilities, services and programs available to help assist our guests

Prompt, friendly and courteous service will send guests on their way with a smile on their face and a pleasant experience to remind them of Normandy Farms

Glossary of Guest Service Terminology

Two comedians can tell the exact same joke, with the same timing, and one will have people rolling in the aisles while the other will get blank stares and an awkward silence. The joke itself may not even be funny, but the difference can come down to a single word choice. The same can be said for guest service – its all about the way your message is delivered.

Of course, what you do is more important than what you say. But whether it's good news, bad

news, or simply passing on information, your choice of words will have a significant effect on the

way your guest hears what you're saying, and consequently the way they feel about it and react

to it.

The goal, of course, is to make your guest as happy as possible with the service experience, even

if the outcome isn't exactly as they had hoped for. It is, in fact, possible for your guest to have a


positive feeling about our park even if they didn’t get what they want. And that is where words

make a big difference:

We are so particular that in your conversation with guests there are specific phrases that we

want you to use. Instead of a plain “you are welcome” when a guest thanks you, the correct

Normandy Farms response is “IT IS MY PLEASURE MR/MRS…..!”Also, please avoid saying “no

problem”. This infers that an issue may be at hand, again – “It is my pleasure” works great.

When a guest advises you that they are departing, you ALWAYS want to inquire as to how their

visit to the park was and to close your conversation with “THANKING THEM for visiting with us

and I HOPE YOU FIND YOUR WAY BACK TO US AGAIN”

We do not have customers, clients or campers. We have invited guests to enjoy our facilities.

Always refer to those folks staying with us as GUESTS.

Our male guests are never “guy” or “man”. They are always referred to as GENTLEMAN and our

female guests as LADIES.

When we have to explain a reason for how or why we follow a particular procedure, we NEVER

say “that’s our policy”. We ALWAYS take the time to explain the reasons we do certain things

and in conversations regarding POLICIES we always refer to them as our REQUIREMENTS. If

your guest questions you as to why we have a particular RULE, we do not have rules at

Normandy Farms, we have GUIDELINES and again, we explain the reasoning behind certain

GUIDELINES.

Delivering those words in a cheerful, upbeat, and most importantly, natural manner

(appropriate to the circumstances, of course) suggests ones desire to help another. Here, then,

in no particular order, are some active, enthusiastic, mood‐altering, wonderfully human words

that will dramatically change the way your guest may react to your conversations.

"Delighted” “Absolutely” “Pleasure” “Happy” “Exciting” “Fantastic”

“Favorite” (as in ‘that’s one of my favorite sites!’) “May I recommend”

“Convenient for you” “You made my day!” “Completely agree” “I’m truly sorry” “

"Yes" (please refrain from saying ‘yep’ or ‘yup’)

Deliver phrases in a polite, friendly and caring manner

“I am so sorry, I will take care of that right away, again – my apologies”

“Thank you very much, it is my pleasure to assist you” “Yes sir, absolutely, I’d be happy to take care of that for you!


Tourism: The Stressful Search for Fun This section concentrates on several effective negotiation strategies. These strategies are meant to stop anger from becoming rage. Security professionals often use these techniques. These same methods, however, can be helpful to almost everyone who works in the campground, hospitality and visitor industry. Team members, then, may want to consider the following:

Part of a team member’s success in dealing with an irate guest is how well he/she can isolate the guest. Team members should avoid entering into a public dispute. Even if the guest is loud and semi out‐of‐control, do everything possible to allow the guest to express his/her anger first. Even if the team member is not responsible for the situation, still listen politely. Only after these feelings have been expressed can a team member begin to address the problem.

Team members need to know what factors will upset/anger them. Often a problem occurs because a visitor or guest has hit the team member’s “hot buttons”. Make sure that everyone working with the public knows his/her own physical signs of anger. For example, we often express anger through clenched jaws or fists, sweating, or a red, scowling face. Team members cannot deal with another’s issues if they cannot first deal with their own issues. During periods of tourism rage, a team member that is not in control can easily allow a minor problem to turn into a major one.

A team member needs to focus on the issue and not on their personal feelings. The goal is to move the dialogue along to a successful conclusion. A team member needs to seek common ground with the guest. Team members must not allow themselves to be sucked into an “anger whirlpool”.

Remember, there are three parts to a “dialogue”. Learn to distinguish between (1) the facts, (2) the feelings, and (3) the presentation. Facts should be listed without passion, expressing feelings can allow the person to let off steam, and the way that a team member presents him/herself can even turn a travel nightmare into a pleasant memory.

Focus on the future and not on the past. Once the guest has vented, move the discussion to what can be done to fix the problem rather than being dragged under by past events or behaviors. Seek a solution in the here‐and‐now. Team members can never afford to say that the problem is not theirs. Our job is to lower stress by finding solutions – not creating more stress by making the guest feel that no one cares.

Work with the guest to seek the best possible alternative. The key word here is “possible.” Quickly and politely dismiss unreasonable requests and move the conversation to what, given the circumstances, is reasonable.

Speak slowly and audibly. No one can solve a problem if your speech is too rapid or difficult to understand. The louder you are, the worse the guest’s rage will be.

Use simple words, and never use jargon. The use of acronyms and business jargon will only make a bad situation worse. Avoid terms that the guest has no way of


understanding. The better you are understood, the better is your chance to serve and keep a guest.

Make sure that your body language complements your message. What you feel inside often shows outside. Show compassion, smile and be considerate. Remember the angry guest has had a bad experience, is most likely tired, hungry and frustrated. In using body language consider the following:

Maintain eye contact with the angry guest about 60% of the time

Keep your posture open by bending just slightly in the direction of the guest. An open posture means that the team member will lean toward the guest and when appropriate, nod his/her head in agreement

Use acknowledging words such as “I see” or “I understand.” In most cases the worst response is silence

Although it may sound simplistic, the mere act of smiling and looking interested in what the other person is saying may alleviate a crisis

Team members should put themselves in the other person’s place. It is a good idea for them to ask themselves if they would be angry were they the guest?

Finally, when facing an enraged guest, try to remember at least some of the following points:

No two situations are alike. Judge each guest for who he/she is

Most RVers are sure they have a good reason to be angry, and were you in that guest’s shoes, you might be angry too

Respond to the angry guest’s needs and requests, rather than reacting to his or her anger

When dealing with enraged guests, remember that your flexibility may be a sign of strength and not weakness

Never forget that most visitors and guests are not bad people. In most cases, they are people who are tired, frustrated and filled with anxiety

Sometimes situations can’t be solved so easily, and you will have to acknowledge the error before you can effectively resolve it. Here are some thoughts on how to graciously acknowledge errors or problems when first brought to your attention:

o When in doubt, apologize o Apologize even when the guest doesn’t know who goofed – even if it wasn’t

you o Apologize and apologize BIG, even for the smallest of broken promises‐

after all, to them everything they had planned on was really a contract in their eyes

o We empower everyone to solve problems To maintain your credibility and the guest’s faith in us, when first being made aware of an error or potential problem, you don’t need to verbally acknowledge it or wonder out loud what happened, do a little quick research. You can act like nothing is wrong because you may be able to resolve the issue (especially if it’s on our end) without the guest even knowing. For example, a guest is here to check in and it appears the reservation has been cancelled. Before you alert the guest, look up the reservation and see if there was a deposit, check to see if the site or a comparable site is still available. You may not even have to address the fact that the site had


been let go, you can just go ahead and rebook it. This way the guest doesn’t even have to know an error had been made, and they will be leaving having confidence in our system and performance. Why Guests Quit 3% move away 5% develop other friendships 9% leave to go to a competitor 14% are dissatisfied with the product 68% quit because of AN ATTITITUDE OF INDIFFERENCE toward the guest by a team member, owner or manager According to the US Office of Consumer Affairs, between 37% and 45% of guests who are unhappy with your service do not complain, at least not to you. They tell anyone else who will listen! Or they go elsewhere. Especially now with the Internet, they’ll go onto a camping website and share their opinions with the whole world! That’s not the worst of it, when you think about the average of 13 potential guests who they will now influence with stories about how “poor their treatment was” or how you seemed to “have no clue / be uninformed or unsure” as to what you were doing. A company can develop a bad reputation, especially with potential guests who have never even set foot in the door! When you think about guests in terms of both their lifetime sales potential and their impact on others, almost anything you can do to save or impress a guest is a bargain. It’s never okay to be curt, condescending or indifferent with a guest, remember, we are the overhead, and they are the profit! Typical dissatisfied guests will tell 8 – 10 people. 1 in 5 will tell 20. It takes 12 positive service incidents to make up for one negative incident. Seven out of ten complaining guests will do business with you again if you resolve in their favor. Resolve on the spot and 95% will do business with you again.

Strategies for Dealing with Difficult Guest Problems Every person is a consumer and knows from personal experience how he or she likes to be treated when a problem arises. People prefer to do business with companies that respond to complaints by rectifying their mistakes quickly and without argument. The suggestions that follow can be adopted by anyone, because the key to providing high‐quality guest service involves changing attitudes. It all starts with a receptive attitude. When a guest complains about a product or service, he or she is likely to be upset. The problem may have caused an inconvenience and/or damage – both of which can push the guest’s buttons, perhaps causing them to react in a way they normally would not. What you do in the next minute or two will determine whether the individual continues as a guest and whether that guest’s word of mouth will hurt or enhance the reputation of your business.


Meet the complaint with understanding. If the guest is upset, by all means keep your own temper in check. The first thing is to realize this is a service challenge, not a personal attack. The issues to focus on at this point are identifying the problem and what can be done to fix it. If the guest isn’t precise about the nature of the problem, ask him or her to be as specific as possible. It’s essential to convey a helpful attitude right from the start. Never answer a guest’s complaint with the words, “that is the way we do it; it can’t be done any other way; that’s the policy.” Guests are fed up with businesses that display indifference to their legitimate complaints. When the first thing guests are hit with is a “can’t do” or “won’t do” attitude, they get frustrated, which in turn sets off a defensive reaction in the service giver. Act immediately. Solving the problem is important. The longer the problem festers, the more vulnerable you are to losing the guest’s business. The need for speed is particularly true with guests. You can recover 95% of complaining guests and turn them into loyal guests if you can solve their problem on the spot. That figure drops quickly, however, if the guest hears “I’ll check with my Team Leader and call you back in an hour”. If the answer doesn’t come in until the following day, chances are you’ve lost that guest for good. Make the guest happy. Every company should have its own guidelines regarding how far it will go to satisfy an unhappy guest. However, it always makes sense to place greater value on the long‐term relationship than on the cost of fixing a specific problem. It’s better to err on the side of being too generous to the guest rather than being too generous to yourself.

More tips for dealing with guests who seem loud, angry or hostile: It’s not whether you win or lose – Keep Communication Open! Quick, easy and effective steps: Speak softly, be polite yet firm Always be conscious of your tone of voice Try to isolate the guest, ask them to come to an area away from other guests. Actively listen to their problem and respond appropriately, verbally and with action. Most of the time, people just need a few minutes to vent and feel better just knowing you listened. Feel – I understand how you feel about... Felt – I have felt that way too…. Found – I have found that I can… Action – I will do… Time – I will take “?” long, ‐or‐ I will let you know by “?” time


Soothe Guests with A.S.A.P. A acknowledge that you understand how the guest feels. You will do wonders if you immediately say “I’m sorry that happened, let me try to fix it” S sympathize with the guest. A simple “I can understand why you are so upset” can help smooth ruffled feathers A accept responsibility. Even if you didn’t cause the problem, it is your job to take the blame and seek a solution P promise to help. Tell the guest what you will do to solve the problem. Avoid excuses such as “the computer is down” or “I’m the only one here”. This translates to “I’m not going to help you”

I’m Sorry, What can I do to make this right,

now that things have gone wrong? The above question pertains to how we can ease a situation when things sometimes go wrong. Guest service is fun, exciting and most of all, rewarding. Our main objective is to “wow” the guest. We want them to leave our establishment with a smile and a powerful, positive image of our operation. It’s unfortunate that unpleasant situations may occur. The bright side of this is that we have solutions for these circumstances. A smile and an apology are a prerequisite to any and all problem solving. Try to offer an alternative if you know we cannot grant their request. As a team, we can turn a negative situation into something positive. If you feel like you are in an unpleasant situation and that something should be done, check with your Team Leader and hopefully he/she will make the guest understand that they are very important to us and that our priority is to not only meet but exceed all of their expectations. Our goal is to have them smiling and be glad they chose Normandy Farms. The start of every possible solution is to offer your sincerest apology and extend your empathy with the following possible solutions. It is also important for you to inform your Team Leader of the concern so that she may call later in day or next morning to see how the guest and particular situation is doing. The Concern:

The gate hits a vehicle and the guest wants to know what we’re going to do about it…. and no one from Management is around

Possible Solution:

Have Ranger go to verify situation and summarize information along with guest’s site number and length of stay, and leave the information for Colin, Bryan or Brett. Let the guest know when they should anticipate hearing from Management. The Guest Service Team Leader will follow up to ensure that the guest has been contacted and has all the necessary information they need from Management.


The Concern:

Any complaints of vulgar language, underage drinking, cutting through sites, being run down by bicycle

Possible Solution:

If affected guest is still in park, see if we can relocate to a better area. If the guest has departed, the team leader or office manager will follow up. If the person causing a distraction to other guests is still in the park and it is after hours, please send a ranger out to the site to address the issue. If it is occurring when the Reception Center is still open, please notify the Team Leader on duty

The Concern:

Guests who have been out sightseeing for the day return to their motor home to find lawn chairs, outdoor carpet, etc have vanished

Possible Solution:

First check with Ranger to see if he may have put items in a secure place, or possibly even inquire with neighbor to see if they saw anyone retrieve the items. If you are unable to locate the items after these inquiries, your Team Leader may decide to see what we have in our Campstore to replace the missing items.

The Concern:

Guest voices disappointment with cleanliness issues: restrooms, site dirty upon arrival, messy fire ring

Possible Solution:

Have issue resolved right away, and apologize. If issue is site or fire ring, send wood. Team Leader will suggest to Lisa that a follow up letter is appropriate

The Concern:

The Ranger was not alerted to meet a Rental guest (it dawns on you later that you forgot to call!)

Possible Solution:

Apologize and have Ranger go right out, send firewood later

The Concern:

Guest reports that a cooler or other item are missing from site Possible Solution:

First, apologize that something like that happened to them. Direct the guest to the office letting them know who the Team Leader on shift is. It's helpful for the Team Leader to give her a call letting her know guests are on their way up with a concern. Your Team Leader will record a description of the missing item and will call Colin, Bryan or Brett to advise them of the incident. There have been times when we have been able to recover the items and return them to the guest. Sometimes the guest may be appeased just by showing him/her that you take the situation seriously and are doing everything you can. If you have been made aware of other similar situations, you do not need to share that fact with your guest. In some cases, your Team Leader may elect to replace the item or reimburse the guest for their loss.


The Concern:

A visitor pulls up to the gate after hours and you cannot locate a pass for them Possible Solution:

If the visitor indicates, or you get the impression that the guest was not aware they were coming, we would not permit the visitor into the park but suggest they return in the morning, advising them that the friend at the site must pre‐register them. If you are trained on how to use the reservation system, you can check the guest’s reservation to see if the visitor is in fact registered. If they are, you may print them a pass. If they are not registered, please inform the guest that visitors are not permitted into the park after 9 PM. Normally you would only receive push back on this if the visitor was planning to stay over (possibly the visitor is the guest’s child who was planning to join them). If the situation is occurring at an appropriate time (let's say before 10PM) you would want to call the guest to let them know of an unregistered visitor. If the guest permits you to let the visitor in, you should inform the guest that the visitor's fee will be added to their reservation. Please have a ranger escort the visitor out to the campsite. Get the visitors information such as; name, vehicle making and model, plate number and how many adults and children are in the vehicle and add to your nightly report. Under no circumstances would you ever let an unregistered visitor talk you into letting them in. We don’t know what someone’s intentions may be and would only permit entry after getting permission from a parent at the site. This is mandatory.

The Concern

A camping guest arrives after 11 PM to check in Possible Solution

First determine if the guest is camping in a camper, or in a tent. If they are camping in a tent, please advise the guest to be as quiet as possible setting up as quiet hours have begun. The guest should set up the bare essentials and be cognizant of their source of light (flashlights or car lights) shinning onto other campsites or tents. If the guest is in a camper, we would want to ask the guest if they could park in our over flow parking area until the morning to avoid disturbing other guests. The parking lot of the Recreation Lodge has electric and water hook ups. This offers the guest the bare essentials they would need until the morning at which point, they could move over to their registered campsite. At times this can be difficult depending on how full the parking area is in front of the lodge, or if the guest is adamant about setting up on their campsite, please ask them to set up as minimally as possible and to not run their engines very long as to not disturb other guests.

On a more positive note, there will be times when we will utilize some of the above solutions as recognition for a special event in our guest’s lives; like a birthday, anniversary, illness, good deed, etc. You are encouraged to take note of special things and acknowledge with a balloon bouquet, wood or some other small token. Be conscious when a guest mentions a special event taking place during their stay so that we can let them know we are thinking of them. Think about it, a guest is loyal because they trust you – they don’t know how things work behind the desk, nor do they care. All they expect is that you will take their information correctly, take the appropriate amount of money the first time and ensure them a hassle‐free vacation. We do not want to see them in the Reception Center again because we did not collect the right amount of money the first time, we do not want to call them to confirm their departure date when three


other GSR’s have already called them. We need to get the right information from the get‐go, we need to document when we have had to follow up on something and we need to graciously apologize when we have screwed up. We need to respond in a concerned and caring manner. We need to listen and respond with empathy and respect; we need to initiate the stages of problem solving. We may need to keep the guest informed with our progress, and to follow up on each measure taken to resolve the problem. We need to make the guest feel like an important and valued friend. Just like a friendship in your life outside of work, your relationship with your guest should involve the same building and maintaining skills Guest concerns and complaints must be addressed immediately. In doing so, please always remember to deliver your message consistently with established Normandy Farms protocol so all guests hear the same information – delivered in the respectful manner in which we have been trained. Always approach a guest in a polite and respectful manner. Your goal is to have your guest follow the requests you are making. Using your best skills will help you to have a successful outcome. Complaining guests are looking for a resolution of what they see as a conflict. They may want something fixed, an apology for slow service, or restitution for what they consider a shoddy or disappointing site or stay. They want justice, and justice delayed really is the same as justice denied. Too little, too late. Besides, every hour that you delay in setting things right is another hour for your guest to stew in his anger, and another opportunity for him to tell someone else about how awful he has been treated. In other words, a delayed response says, “we don’t care”. Make helping the guest the top priority in your job. The greatest guest you’ll ever win: The greatest guest you will ever win is you! People are far more persuaded by the depths of your beliefs and emotions than any amount of logic or knowledge that you possess. People don’t care how much you know until they know how much you care about your service and them. We are ruled by our emotions. Emotions are contagious. Know what you are doing, love what you are doing and believe in what you are doing.

Act the way you want to feel and soon you’ll feel the way you act.

Put yourself in a glad emotional state

Never tell the guest your problems. “How may I help you? Glad to see you again.”

Act as if you are the only personal contact that the guest has with the company and behave as if the entire company’s image depends on you

Use both logic and emotion to win and keep your guests

Use the problem‐solving approach to move guests from mad, sad or scared to glad Open an emotional bank account with each guest. Give your guest positive strokes:

1) Develop a genuine interest and admiration for your guests. Let them talk at least 50% of the time.

2) Recognize and praise guests for what they want to be recognized and praised for. Make it sincere and specific.


3) Put them at ease and establish rapport. Smile, relax, good eye contact, use your guest’s name, and mirror your guest’s behavior.

4) Use humor where it’s relevant and appropriate. 5) Let them know that you’re thinking about them. Acknowledge a special event,

birthdays, anniversaries, etc. The guest’s perception is everything. It’s not the quality of service that you give but the quality of service that the guest PERCEIVES that causes them to come back (and bring friends!). What the guest perceives is reality to them. Perceived service quality is the difference between what they get and what they expect. The five best ways to keep your guests coming back:

Be reliable, consistent performance is what guests want most

Be credible, credibility brings guests back

Be attractive, look neat, polished and professional

Be responsive and accessible, available and willing to help guests, reach out to your guest

Be empathetic, put yourself in your guest’s shoes What can we do that we aren’t doing now to win more guests?

Your guest will get better when you do. You never get a second chance to make a good first impression.

Being involved is guest service. Why give good service? You get good feedback. People love to get strokes. Don’t give plastic strokes. Commit yourself to love your job. Make your job fun and enjoyable. Your job will never be more than you think it is.

Do you strive to become better each day? While you have to work, why not enjoy it? Do the best that you can, challenge yourself to be outstanding.

You help your guests when you believe in yourself. Do more than the minimum and you’ll communicate that to your guests. You communicate not only with your voice, but also with your body language. Greet guests by their name. The way you react to guests is more important than all the advertising the campground does.

Make guests feel good about you. Ask questions of the guest.

Telephone Etiquette It goes without saying that the first impression a guest receives is the most lasting. Often, the first impression our guests receive of Normandy Farms is via the telephone when they call to make their reservations. You, therefore, play a major role in creating a favorable impression that encourages people to want to visit with us. As part of our goal to improve our guest service skills, all phone calls are recorded. Please keep this in mind.


Telephone tips:

Answer the phone cheerfully, you’d be amazed that a guest can “hear” it in your voice when a smile is on your face

Write down the name of the guest you are talking with and their phone number in the event your call gets cut off. Retrieve any information that will help you, length of unit, date in or out, try to eliminate having to ask them duplicate questions.

Speak slowly and clearly; thank you for calling Hospitality, this is Cindy, how may I assist you?

Remember to use the guest’s name during your conversation

Give clear, friendly answers

Add inflection

Close with a personalized sign off, “Thank you for calling Mr. Jones, is there anything else I can help you with today?....Have a great day!”

In short, do all you can to make them glad they called Radio Etiquette: When picking up the radio to make communication with a team member, first press the button and hold it for a few seconds before you begin to speak. By starting your conversation, the second you press the button, your first few words will get cut off. When using any of the radios here in the park, be sure to first identify yourself. “Hello Ranger, this is Elaine at the Rec Lodge.” You can speak at your normal volume, being clear, professional and courteous at all times. Some guests listen in on our frequency and we want them to hear only professional conversation. Also, a guest might be near another team member carrying a radio and may overhear your conversation so you want to be sensitive in your choice of words.

● When you hear 2 clicks on the radio, it means the team member you are calling is busy and will get back to you as soon as possible

When discussing site names and numbers, it is helpful to identify the site with a call name. For example, when referring to C2, you would say “C as in Cat 2”

Before you speak on the radio, press and hold the transmit button, wait a couple of seconds (still holding the button in) and then speak. Quite often we start speaking immediately and the team member you are calling does not hear the beginning of your transmission.

Normandy Farms is a place where the genuine care and comfort of our team members and guests is our highest priority. Your most valuable tool in beginning any interaction will be a warm and sincere greeting. In no time at all you will become confident enough to anticipate your guest’s needs. By practicing and implementing the information we have shared with you in this section you will be on your way to becoming the special person we saw when we first met you.


Positivity in Your Work Environment

Here at Normandy Farms we have implemented a very meaningful and important mission

throughout our departments. Our objective is to create an atmosphere of positive feedback and

to avoid dwelling on negative issues. As a facilitator mentioned during a team building event we

attended, creating an environment of positive conversation as opposed to negative

conversation creates an atmosphere of support and generates a feeling of positive energy which

stimulates everyone to be the best team member they can be. Your team leaders have been

advised to notice when we have a team member who is having or sharing negative thoughts

about another team member, guest or the Campground and to offer to have a discussion with

the team member(s) involved in order to share viewpoints and come to some understanding of

opinions. Management (Krissy, Janis, Dan or Bobby) will be happy to sit with the parties involved

to help facilitate the conversation with the goal of achieving a positive outcome. We will have as

our highest priority to engage in only positive conversations regarding our team members,

guests and the Campground. It always feels good to hear from someone that you have done a

good job and that our team members are sharing those kudos about you with others! Thank you

for supporting us in our mission to provide our team members with a positive environment.

Please read the article below to get a better understanding of this topic.

“How to Deal with Gossip Negative Conversation and Complaining in the Workplace”

Negative conversation is as old as communication and no workplace is immune from it. For

many team members, negative conversation and complaining in the workplace is a frequent

guilty pleasure. This article discusses some of the ways in which you can deal with and challenge

a culture of negative conversation.

1. Know what negative conversation is. Friendly work banter and harmful negative

conversation are worlds apart. But how do you tell the difference? Consider the

following:

Friendly Work Banter: A friendly work discussion that talks about others keeps

the references to other people general, friendly and supportive. The speaker is not

obsessed with picking holes in another person's character but is merely imparting

information about what another person or people have done in a matter‐of‐fact

way, to further an objective, work‐related conversation and to enlighten the listener

about work relevant information;

Negative Conversation: Negative conversation tends to be talk that gains

attention for the speaker. The speaker will often adopt a confidential tone and is

using the information about somebody else to be the center of attention and will

impart the details in a way that tries to undermine the credibility or likability of

another person. The details may be given with moralizing undertones and character

assassination may be the top of the speaker's agenda. Often you are told more

personal details than you care to know about. The motivations behind this negative


conversation include attention‐seeking, self‐inflation, exaggeration and a me‐

versus‐them mentality;

2. Don't take work‐related negative conversation to heart. A lot of negative conversation

at work is just that – negative conversation. It is filled with innuendo, rumors, errors and

even deliberately malicious nonsense. Take it with a pinch of salt rather than reacting

personally or defensively. There is no doubt that negative conversation must be dealt

with strongly and immediately but it will not help your situation as a team member to

take it personally. Focus instead on the reality that there is an underlying reason or

series of reasons causing the negative conversation and focus on dealing with it

objectively as a task rather than as a personal attack to be foiled in an emotional or

angry manner. It is understandable that many team members would prefer not to

become personally involved with a team member that is speaking negatively. If you feel

an intervention is warranted as it may be defaming the character of an individual please

advise your Team Leader or a member of Management.

3. Some people revel in negative conversation because they enjoy it or they feel insecure

about others in the workplace. Most folks who do this are attention‐seekers. When you

encounter this type of negative talker, try to change the subject. A good way of stopping

negative conversation and rumors is simply to refuse to be drawn in. In other words,

refuse to respond to comments about the absent person with more comments about

that person. Even better, try to change the subject subtly, by steering it away from the

subject. For example, the next time someone speaks negatively about your co‐worker

Tom, try bringing up something about Tom's school, perhaps with regard to something

that school has in common with your own town. Then, begin talking about the

connection rather than about Tom. Most likely, the group will not even notice that the

conversation has changed to something else.

4. Don't participate in negative conversation at work. If you participate in this type of

hurtful conversation, you perpetuate it and you belittle yourself. In particular, if you

have leadership aspirations, or you are already in a position of leadership, any

participation in negative conversation in the workplace by you will be viewed negatively

and as anti‐team spirited. Always ask yourself about your motivation when discussing

others in a personal way within the work context; if you are talking about them to

ingratiate yourself with others or to make yourself appear better, then it is likely that

you are guilty of promoting negative conversation. If you are on the receiving end of this

type of verbal transaction you can tell the person who initiates the negative

conversation that you would rather not hear what someone else is doing, since the facts

aren't known and that you need to get back to work. Remember, team members can

help reduce negative conversation by not participating in it. If no one listens to negative

conversation, then those who tend to be involved in that type of dialogue will have no

sounding board to feed off of.

2020 Hospitality and Overnight Hospitality Station · 3 2020 Hospitality and Overnight Hospitality...

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