By Jayne L. Cohen, CEO & Founder, Campground Consulting Group LLC
Let’s get one thing straight from the start: guest service is not a department. It’s not just the front-desk clerk’s or reservationist’s job. Guest hospitality is the business you’re in! Experience-Based Guest Services is a philosophy that should guide every decision you make, be ingrained in every department, position or anything you do.
This isn’t fluff. Guest hospitality is the foundation of your success. If you don’t embrace it—build your business around it — you’re going to fall behind, fast.
The Era of the Experience
Camping has evolved over the years and been embraced by millions. RV ownership continues to grow, and despite what you may hear about industry slowdowns, parks across the country are still seeing strong demand. But here’s the twist: these campers aren’t just rolling in for a fire ring, a level site and hook-ups.
Today’s guest is younger, more diverse, tech-savvy, adventurous, and hungry for an authentic and enjoyable experience. Your park is being compared to boutique hotels and Instagram-worthy Airbnb stays. And if you think you’re just competing with the campground across town, think again—you’re up against a higher level of expectation itself.
What Is Experience-Based Guest Hospitality?
Let’s break it down.
Experience-Based Guest Service isn’t about just being hospitable. It’s about being intentional. It’s about delivering a consistent, memorable, and positive guest experience at every single touchpoint. That means before they even show up at your gate, and long after they’ve driven off your property.
Your guests aren’t just renting a site or cabin. They’re paying for how you make them feel while they are there. Did someone greet them warmly? Did the bathroom sparkle? Was their issue resolved quickly—and with a smile? Did they feel seen, heard or treated like just another reservation at your park?
If you can’t answer YES to these questions, your campers are answering them for you – on Google, on Facebook, and in conversations with their friends and families.
From Check-In to Check-Out: Moments That Make or Break You
Every single interaction a camper has with your park is a Moment of Truth. And let’s be honest, they’re far more likely to remember the bad moments than the good ones. That’s just human nature.
Think about the full arc of their stay. It starts before they even arrive—when they land on your website. Was it easy to navigate, or did they have to wrestle with a clunky booking engine? When they made their reservation, was it seamless, or did it leave them wondering if it even went through?
Then comes the guest’s arrival. Were they greeted with a warm welcome or a distracted, overworked employee at check-in? When they walked into the restroom for the first time, did it sparkle—or raise hygiene concerns they’ll never forget? And when they had a question or a problem, did someone respond with care and urgency, or did they get a sigh and a shrug?
Here’s the kicker: you can have a stunning property, well-maintained sites, and a list of amenities a mile long—but if the final interaction your guest has is cold, careless, or dismissive, that is the memory they’ll take with them. That’s the one they’ll share.
In the hospitality industry, you are only as good as your last interaction—and only as strong as your weakest team member.
The Guest Isn’t Always Right… But They’re Always the Guest
Let’s have an honest moment. We’ve all had those guests who push boundaries, challenge your policies, and test your patience when you’re already running on fumes. And sure, snapping back or standing your ground might feel justified in the heat of the moment.
Experience-Based Guest Service means taking a breath, keeping your cool, and leading with empathy—even when it’s the last thing you feel like doing.
Because here’s what matters: the guest may not always be right, but they are always the guest. And how you treat them in that moment sets the tone for your brand, your reputation, and your future bookings.
It is not about being right. It is about doing the right thing. It’s a mindset. It’s a guest services philosophy. One that turns difficult moments into lasting impressions and teaches your team to lead with kindness and compassion, not defensiveness. When your campground is grounded in this kind of guest service culture, everyone wins!
Build the Culture, Back It with Systems
Let’s be real: you can’t wish that your team is more hospitable. You can’t toss them a “Be nice!” post-it note and expect five-star reviews. You’ve got to build a culture that makes great service inevitable—and then support that culture with real systems.
It starts with leadership. You’ve got to teach your team what exceptional service actually looks like in your campground—not just vague ideas, but real examples. Then you train them to deliver that service, consistently, through repetition and hands-on experience. And when an employee falls short? That’s your chance to coach—not criticize. Reinforce, redirect, and yes, re-train. Because let’s face it: guest service is not a “one and done” skill.
These guest services skills will not stick unless you lead by example. Your team will model what they see. If you’re calm in chaos, solutions-focused, and guest-minded, they will be too. If you’re snappy, reactive, or disengaged, don’t expect magic from your entire team. Culture starts at the top.
You need systems, procedures and policies in place to keep the philosophy running smoothly.
This is what delivers consistency—and consistency is how you scale a great experience. Disney didn’t earn a global reputation just by winging it. Neither should you.
So don’t let your guest service philosophy live on a laminated sheet behind the front desk. It should live in every single person on your team—from the front desk staff member to the employee scrubbing the bathrooms, to the campsite escort taking campers to their site. Every role and every employee touches the guest experience. Every team member is in the business of hospitality. Period.
Loyalty Lives in the Last Moment
Campers may not remember the full hookup or how well your sewer line drained (let’s hope not). What they do remember is how they felt when they left.
A sincere thank you. A quick, courteous resolution to a problem. A smile at the gate.
That’s where loyalty lives – in the final feeling a camper takes with them—and shares with others.
Want to Embrace the Philosophy? Here’s Your To-Do List:
- Write down your guest service philosophy. Get clear on what you stand for.
- Audit every guest touchpoint. Where are you dropping the ball?
- Train your staff. All of them. Repeatedly.
- Create systems that support service. SOPs aren’t just for big resorts.
- Make doing business with you easy. Online, in person, on the phone.
- Follow up. Ask for feedback. Read reviews. Adjust accordingly.
- Ask yourself: Would you stay at your park? And would you come back?
Final Word: Hospitality Is Your Hookup
I’ve said it before, and I’ll say it again: your most important amenity is not your pool. It’s not your Wi-Fi. It’s how your guests feel while at your campground and when they leave your campground.
Experience-Based Guest Service isn’t a trend, it’s a necessity. If you get this part right, the rest of your business has a fighting chance. If you don’t? You’ll be running on empty, no matter how pretty your website or property looks.
So go ahead—be the park that stands out not just for your sites and amenities but for your guest service and hospitality!
The only thing more powerful than a full campground… is a full campground that can’t wait to come back.
Want help defining your guest philosophy, building training systems, or identifying your weak links? Let’s talk.
📧 jcohen@campgroundconsultinggroup.com
📞 800-897-8836 Ext 2 | 📱 603-455-1884
🌐 www.campgroundconsultinggroup.com
