table of contents mission statement pg 2 ......o greet the guest and let them know who you are o let...

1 | R a n g e r M a n u a l

TABLE OF CONTENTS

MISSION STATEMENT pg 2 WELCOME pg 2 PARK RANGER OPERATIONS pg 2 CAMPGROUND & DEPARTMENTAL GUIDELINES pg 3-4 RANGER/MAINTENANCE EQUIPMENT pg 4-5 DAILY PROCEDURES pg 5-6 TROUBLESHOOTING ISSUES pg 6-8 AREAS OF RESPONSIBILITIES THROUHGOUT THE PARK pg 8-17

EMERGENCIES pg 17-19 GUEST CODE OF CONDUCT pg 20-21 LETTER OF DISINVITE pg 22-23


MISSION STATEMENT To provide our guests the finest services and amenities for a truly memorable camping experience. WELCOME Congratulations, you have been invited to join an award-winning team here at Normandy Farms Campground. Our valued team members are the reason we are held to such a high regard by our guests as well as within our industry. You are a very important part of the first impression our guests receive here at Normandy Farms. This position requires the ability to function well under pressure and operate productively as a team player. Public relations ability, effective communication skills and attention to detail are vital to this key position. The expectations for excellent guest service are high at Normandy Farms and we not only want to meet our guest’s expectations but we want to exceed them! We have chosen carefully and we are confident you will be a great addition to our team! PARK RANGER OPERATIONS The purpose of this manual is to give you an overview of the ranger responsibilities. Normandy Farms Campground has been committed to excellence in all aspects of our business. This has been a team effort in which much of our success can be credited to our working together to provide the best camping experience for our guest, and to our employing team members who will work hard to achieve that goal. Our facilities have maintained a five star rating for many years now due to the hard work and dedication of our team members. The requirements and procedures stated in this operations manual are subject to change at the sole discretion of Normandy Farms Campground. From time to time, you may receive updated information concerning changes in requirements and procedures. If you have any questions regarding any requirements or procedures, please ask your team leader or anyone in management for assistance. Please take the time to read the operations manual and then save it for future reference. We welcome your questions and suggestions and look forward to a fun and safe season working with you. -The Daniels Family


CAMPGROUND AND DEPARTMENTAL GUIDELINES TEAM MEMBERS SHOULD:

Acknowledge every guest with a friendly greeting and offer assistance WOW the guest in exceeding all their vacation expectations Prioritize requests and use judgment when given a task Consistently enforce guidelines in a firm, friendly manner Be responsible for the cleanliness and maintenance of grounds, storage, and use of

equipment and tools

CAMPGROUND GUIDELINES o Enforce the 9 MPH speed limit throughout the campground o Enforce the bike safety guidelines o Enforce pet regulations o Enforce campfire regulations o Enforce quiet hours 11PM-8AM o Enforce clotheslines and tents on the grass guidelines o Hammocks are permitted in the park; however, they must be hung or

suspended without nailing to a tree o Slacklines are allowed in the park during the day. If you come across a

slackline at night, please remove and leave at base of tree where you found it

o Do not argue with guests. Direct them to a team leader or manager if there is a problem that you are unable to handle properly

CAMPFIRES o One fire ring permitted per site and it should not be placed on the grass o Fire should not be higher than approximately 1 foot above fire ring o Wood is sold at Reception Center and Hospitality after Reception Center

closes at 9pm. No wood sales after 10pm o Guests are permitted to bring in their own firewood. We do not permit

wood pallets to be burned or brought into the park o Proper disposal of fire ashes require separating trash and wood and

disposing in the proper location o Always keep a bucket of water on your cart or truck to put out hot ashes o If you experience a guest not following the campfire guidelines or not

being receptive, please note it in your nightly report. The Reception Center will document in the guest’s profile

o Campfires are permitted 6AM-Midnight from Labor Day- Memorial Day and from 6PM- Midnight from Memorial Day- Labor Day

o No Drums or modifications are to be made to fire pits

SCHEDULES o Time off requests need to be submitted by the 15th of the previous month

for the entire next month by email [email protected] or


o Schedules will be posted by the 20th of the previous month for the following month

o Shift changes need to be made by the individual looking for a shift off. If there is an emergency or you are sick, you need to notify Colin, Brett or Bryan ASAP. Other than that, people need to take responsibility for finding replacements or switching. When finding coverage for your shift, please try to find someone of equal experience as yourself

o You should plan to arrive 15 minutes prior to your shift in order to read the log book, collect your needed tools for your shift and get settled

RANGER/MAINTENANCE EQUIPMENT

UNIFORM REQUIREMENTS

o Rangers must always wear team member shirts and name tags, brown/khaki/blue jean pants or shorts (no cutoff shorts)

o If a hat is worn while on duty it should be a Normandy Farms hat. Visit the store at the Reception Center if you need to purchase a hat. They are always 10% off for team members and 25% off on the last day of each month

RADIOS

o Radios must be signed in and out on the sheet located next to the radios o Radios must be worn on your belt. Please protect the radio from damage o Problems with the radios should be reported via a maintenance ticket o At the end of your shift, please make sure to turn off the radio and place

on the correct charging port

CARTS/TRUCKS o Check the golf cart tire pressure o Check the trucks for gas and oil (consult Colin for procedures) o Clean/wash golf carts at the end of your shift. After cleaning, place

electric carts on the charger o Always clean/wash/sweep out trucks at end of shift o Put tools away at end of shift (someone different could be using truck next

day) o Report damage or problems to Colin, Bryan or Brett or mechanic and

leave a note on the cart o Starting This season going to have sign in sign out sheet

Cleaning Vehicles o Sweep vehicles, vacuum when needed o Wash vehicles daily soap available in the garage o Hose is out by corner of storage building o Every day Trucks, Kubotas or golf carts need to be cleaned and put away.

If people keep them up everyday it will make all of our company vehicles more presentable to the guests when they see them.


SUPPLIES FOR RANGER SHIFT

o Clipboard o Site check sheet (if needed) o Notebook o Pen and highlighter o Checklist o Keys o Radio o Rake, shovel, broom, spring rake, 5 gallon bucket for putting out fires o Trash bags, recycle bags, dog pot refills, dog pot liners o Flashlight (night shifts) o Portable leaf blower (AM rangers) o Guest information sheets to hand out when escorting guest to campsite o Rental talking points for reference when checking in a guest at a rental

unit o Site and road repair materials- dense base, pea stone, recycled blacktop

and wood mulch DAILY PROCEDURES

CHECK LISTS o Refer to Ranger Check List for the duties that must be done on each shift o Fill out the Ranger Check List with Name, Date, and Time item was

completed and initialed. Leave it by the time clock at the garage. If you have been given a list of projects, leave this with the Ranger Check List and/or site cleaning list noting what has been completed and what needs to be passed on to the next shift

PROCEDURE TO GO ABOUT CALLS

Rangers receive call about guest concern o Assess call (should I go alone or do I need a second person)

Arrive at site (reassess again) o Visual of people at site o Do they know you’re coming to talk with them about an issue o General demeanor o If you’re uncomfortable with any of these issues, bring a second

person to site Start the conversation

o Greet the guest and let them know who you are o Let them know who you are there to see (individual, group, parent

about a child) o Let them know what the issue is (noise complaint, clothesline,

behavior complaint, barking dog) o Use consistent messaging while speaking with our guests


Use the guidelines o Stick to using our guidelines, enforce the guidelines, stay on

message o Don’t make up explanations or create a reason for the guideline o You are there just here to share and enforce the guidelines

Ranger Example: “Hi folks, how are you today, my name is Colin and I am here to remind you about the campfire hours, which are 6pm to midnight”.

Guest: “Oh, I’m sorry I didn’t know. Why are there no daytime fires?”

Ranger: “We limit daytime fires in the park from Memorial Day to Labor Day as a guideline in the park.”

Guest: “Oh, I just didn’t know why.” Ranger: “To ensure that all fires are attended to in the park,

we limit the hours in our Peak season as there are so many activities going on.” (thank them genuinely for compliance)

GUEST ESCORT o Greet guest with friendly greeting, for example: “Hello, welcome to

Normandy Farms! I will be escorting you to your site.” Make sure your vehicle is parked either next to or facing the same direction as the guests vehicle or parked out of the way. Verify site number you are taking the guest to. Make sure you see the guests pass to ensure you take them to the proper site

o Inquire with the guest if they have ever camped with us before. During ranger call it should be said whether guest is “a first-time guest” or not, but its always nice to double check

o Check site for proper location of the picnic table and fire ring. Ensure that the fire ring is clean and free of ash. Check to make sure picnic table is clean and in good shape

o Check site for litter such as paper, cigarette butts, etc. Rake and/or pickup as needed

o Point out utilities, water, electric, sewer, & cable - when applicable. o Remind guests of campfire hours o Give guests the information sheet of important guidelines they need to

know o Orient guests as to where their site is in relation to all facilities, nearest

restroom, Rec. Lodge, etc. while reminding guests to use walkways/roadways as to not cut thru sites. Also direct guest how to exit the campground from their site

TROUBLESHOOTING ISSUES

Electricity Issues o Check that the breakers are on in the box o Check the GFI outlet, if it is tripped then reset the outlet


o We have a meter down at the garage that rangers can use to check the voltage (will review testing voltage during the park walk through)

o Please see an example of our electric trouble shooting checklist at the end of this section

Issues with Cable o Ensure coaxial cord is properly hooked up and in good condition o Make sure antenna booster is off in the guest's unit (lit up green when

booster is on) o TV is on proper input signal o Make sure in menu, cable is selected and not AIR o Run a channel scan for channels o Please see an example of our Cable Troubleshooting checklist below. This

sheet is also available in the Reception Center for our Guest Service Representatives to attempt to assist the guest

o This will remain same for satellite set up

CABLE TV TROUBLESHOOTING GUIDE FOR GUESTS 1. Check cable connection from the campground box to the RV to ensure that both

ends are plugged in 2. On TV Menu, make sure INPUT is set to: CABLE. 3. Auto scan for channels 4. If picture is poor or if very few stations come in, look for an antenna booster

switch in the RV 5. Follow cable from back of TV to the wall. If switch is not there, it is sometimes

located elsewhere in theRV. When found, turn on or off and check reception. If picture clears, auto scan for channels again

6. If all else fails, run a cable from campground box directly to the TV and follow steps #2 and #3 again If you have followed all of the steps and the cable is still not working, contact the main office for assistance at 866-673-2767 x1

Water o Please see an example of the Water Troubleshooting guide below. This

sheet is also available in the Reception Center for our Guest Service Representatives to attempt to assist the guest

o Pressure reducers are available for purchase in our Camp Store


AREAS OF RESPONSIBILITY THROUGHOUT THE PARK

RESTROOMS o Requirements:

Restrooms should be checked every 1-2 hours during your shift, except when a restroom team member is on duty or you are


instructed otherwise by a team leader. Clean up if you go in even when team member is on duty

o Procedures:

Check area around restroom as far as across the roadway and to the nearest site from the restroom for any litter, papers, cigarette butts, etc. Rake area when needed

Check inside restroom: o Clean mirrors, sinks, and counter tops o Check paper towel holder and toilet paper holder, refilling

paper as needed o Check urinals and toilets to ensure they are working

properly and are clean o Check showers. Water should be off, the curtain closed

and shower clean. Pick up any papers, soap wrappers, soap, etc.

o Sweep and mop floors as needed. o Clean laundry area and machines o At Restroom #1, check Dump Station for cleanliness o Check all lights in and around all four restrooms. Change

lightbulbs if necessary, or submit maintenance ticket

PLAYROUND #1 , TENNIS AND BASKETBALL COURT o Walk perimeter every 1-2 hours and pick up any cans, bottles, paper etc. o Empty trash if necessary o Keep the playground picked up and rake wood chips to keep level around

all playground equipment o Check equipment for vandalism or damage. Report vandalism or damage

by submitting a support ticket, unless it’s a safety hazard, in which case call Colin, Bryan or Brett immediately

o Advise guests not to put rocks or sand down slides and from climbing on slides the wrong way

o Ensure all playground equipment is being used properly o Enforce all playground guidelines and hours o Keep basketball court area and Tennis Court picked up – blow off every

day o Sweep entrance walkway and walkway all around playground equipment. o Empty recyclables and trash as needed o Make sure lights come on at dusk and shut off at 10pm. Change lightbulbs

if necessary or submit maintenance ticket o Playground #1, tennis court and basketball court open at 9am o Close playground, tennis and basketball court at 10pm o Blow off walkway from site 13 to basketball court


RECREATION LODGE o Sweep in front of the parking bumpers and down the hill by pool #3 to the

F sites o Pick up litter, papers, cigarette butts, weeds, etc, in and around the shrubs

and flowers around the Recreation Lodge o Keep bicycles, skateboards, roller blades, etc. off the walkways

around the Recreation Lodge and put in bike racks o When you notice there are trash bags out front of the Recreation

Lodge/Kamper’s Kitchen, bring them to the dumpster o Check exterior lights. Change if necessary, or fill out maintenance ticket o Make sure you keep an eye on activity around the Lodge for problems.

When nightly Rec Lodge activity ends (dance, bingo etc.) make sure you are there to get kids back to sites. Reminder, no bikes after dark. Children must walk bike back to their sites after dark

POOLS o Support pool team with problems with guests not following guidelines o Assist pool team with closing pools at night if necessary o In our off season (April-June & September- December) opening or closing

pools if other departments are not staffed and follow daily pool testing procedures

o Check all pool lights in pools and around pool decks o Pool hours 10-9 o Adult swim Pool 1 6-9

KAMPER’S KITCHEN/TENT AREA o Kamper's Kitchen hours vary depending on the season

o Spring/ Fall Fri 5pm-9pm Sat 7:30am-9pm Sun 7:30am-1pm o Summer 7:30am-9pm

o Rake around picnic tables in the morning before it opens and later in the day

o Pick up any litter, paper, etc. on the ground or tables each time you pass o Pick up any litter and rake in and around the tents o Sweep the concrete deck and walkway in front and beside Kamper’s

Kitchen o Empty trash barrels periodically and after closing and pick up trash in

back of Kamper’s Kitchen o Make sure all outside Kamper’s Kitchen lights are on at dusk. o Make sure tent lights are on before dusk and off at 11pm. Change

lightbulbs if necessary or submit maintenance ticket o Empty trash barrels at the tent

PLAYGROUND #2

o 9am - 9pm o Check for lights at dusk. Change lightbulbs if necessary, or submit

maintenance ticket.


o Check trash periodically o Level off chips o Check for wrappers and cigarette butts

BALLFIELDS, FISHING POND & SOCCER FIELD o Requirements:

Ball fields #1 & #2 are for softball only Bicycles are not allowed on or around the ball fields Children are not allowed on backstops and ball sheds No remote controlled cars on the ball fields/soccer fields (redirect

to the RC Track) Vehicles are not permitted on soccer field Pets are not permitted on ball fields

o Procedures: Keep ball fields picked up and raked Pick up litter, etc. on the fields and adjacent to the ball fields after

major events Empty trash and recycle barrels as needed Make periodic security checks and pick up litter around the pond.

Especially at night, keep an eye on kids hanging out

BIKE PARK The Bike Park is open daily from 10am to dusk weather permitting. During the summer season and on weekends in the spring and fall, there is typically a bike park ranger on duty.

The Bike Park Ranger will go to the garage to punch in and sign out a radio

They will groom the park before opening. That includes raking jumps and hills, cleaning up any trash, uncovering the jumps, and bringing a couple extra helmets out for guests to borrow

Anyone riding the bike park should be wearing a helmet and appropriate foot wear. All above the age of 3 are required to wear Normandy Farms Wristband

The Bike Park Ranger will call for Ranger assistance if needed. See bike park job description for full detail

The Ranger’s responsibility is to check with the Bike Park Ranger in the morning to be sure they are all set, to keep an eye on the bike park during lunch and dinner breaks and to stop by at dusk. In the event there isn’t a Bike Park Ranger on duty, the Ranger is responsible for grooming, opening, and monitoring throughout the day. The Ranger will clean up and lock up at dusk.

Bike Park Responsibilities 1. Opening bike park 2. Neatly fold up jump covers putting in shed 3. Raking wood chips 4. Smoothing jumps 5. Sweep off wooden ramps


6. Put out helmets on shed 7. Opening the horseshoe pits 8. Removing covers on pits 9. Blowing off the concrete pads 10. Putting out tools and horseshoes 11. Checking the dog park, taking note of any potential hazards. Make sure

sanitizing station is full and doggy bags are stocked on both containers. 12. Check water fountain to ensure its working and clean out any debris 13. Check dog coops to make sure bowls are clean/stored in the dog house

when not in use. Take a mental note if any dogs are occupying the coops. The Bike Park daily reports will show if any coops are rented for that day. The report will have the dog's name/site number and contact information for the owner of the dog. Chalkboard outside the coop also says the name of the dog as well. Please contact the Reception Center Team Leader if there is an issue with any of the dogs in our coops

14. Junior Ranger required to pick up tennis balls 15. Clean off concrete at the dog park for the fire hydrant 16. Check trash barrels throughout disc golf and pick up any trash on the

ground 17. Empty trash barrels in Dog Park and Bike Park and tell Ranger when it

needs to be picked up. 18. Unfold covers and put back on jump

Bike Park Shed Supplies

1. Square shovel 2. Spade Shovel 3. Iron rake 4. Spring rake 5. Small broom 6. Wipes to clean helmets 7. First aid kit (notify Facilities Manager if any items need replenishing) 8. Keys for dog coops 9. Trash bags

WHEN BIKE PARK IS NOT STAFFED, RANGER IS RESPONSIBLE

RC Track o Unlock gate to grandstand and stairs to track to access cars o Check for trash o Empty trash o Check track for any issues or material out of place o Rake out issues o Junior Ranger will be primary person taking care of RC track o Check track at end of night make sure nothing is broken o Check trash


o Lock gates HORSESHOE PITS

o Covers taken off the pits in the morning (weather dependent) Put back on in event of rain or at closing

o Put out rake, shovel and horseshoes; return them at closing at dusk o Check trash periodically throughout the day, empty as necessary (check

more frequently during busy events) o Check cigarette receptacles and empty as needed

GAGA PIT AND SITTING AREA (Bike Park Ranger’s responsibility when on

duty) o Check for papers, bottles, cans etc. o Turn on lights at dusk o Turn off lights at 10pm o Empty trash as needed

DOG PARK (Bike Park Ranger’s responsibility when on duty)

o Check trash o Check dog pots o Pick up any trash in or around dog park o Sweep concrete pad at splash pad and water fountain o Check water fountain to ensure it’s working properly and clean out

stainless drinking areas (all 3) o Coil and hang hose in dog wash area o Checking dog coops if the coops are occupied o Checking and replacing tennis balls from bike park shed when needed.

Any balls with tears or any holes should just be replaced we have plenty in stock

DOGGY POT STATIONS

o Reception Center o Safari 3 o By site 19 o Top of the hill by the pond o Bocce Court o 1008 o 1001 o 2 Located in the Dog Park (Bike Park Ranger’s responsibility when on

duty) o Playground #1

DISC GOLF (Bike Park Ranger’s responsibility when on duty)

o Empty trash bags o Check tees for tripping hazards o Check dog pots o Check signs and submit maintenance ticket if any require attention/repair


SAFARI FIELDS

o Check the Safari fields for litter, paper, cigarette butts, etc. o Ensure that the picnic tables are aligned opposite any electric/water site

during clean up BICYCLES

o There should be no bicycle riding, skateboarding or rollerblading allowed after dark. Please have guests walk bikes, skateboards etc. back to campsite after dark

o Bikes, skateboards or rollerblades are not allowed on ball fields, basketball court or tennis court, pool areas, playgrounds or on any walkways around any of the buildings

o Bikes should not be allowed to cut through sites. o Only one person should be on a bike at a time. o Bikes should travel at a reasonable speed. o Bikes are to be parked in bicycle racks where available. o Bicycle helmets should be worn by children 12 and under according to

Massachusetts State Law

TRASH, RECYCLING & WASTE MATERIALS o Trash & recycling receptacles are located in 6 different locations

throughout the park Exit of park next to propane tank Across from site 29 Across from Recreation Lodge in parking area Across from H sites in parking area Across from site 1111 Next to the Volley Ball & Horseshoe pit area in Safari 4 At the Maintenance Shop

o Recycling cans throughout the park will be emptied by the group from Mansfield which employs special needs adults. If a recycling bin needs to be emptied, store contents in the first shelter behind the old garage so it can be picked up when the group comes to empty the cans.

o Brush goes to dumpster behind disc golf area o Pallets and construction materials go into construction material dumpster o Ash goes to ash pit near storage area. Do not put hot ash in any vehicles. o Leaves, hay, pine needles, pine cones go to the compost pile behind disc

golf off to the left as you drive pass the “do not enter” signs o Stone and dirt piles can get dumped to the right of the “do not enter” signs

in the pile of unscreened fill o Materials are located in the storage area. From the left to the right as you

look at it is dense grade (holes on sites), reclaimed asphalt (holes in roadways), pea stone for top of sites or for fire rings, mulch for gardens

o Recycled Metal goes into blue metal dumpster in the storage area


RV STORAGE o Located across from the Maintenance Shop/Storage and in the parking

area behind the Reception Center. o All guests will require escorts into and out of storage o Spots with a yellow cone are available for use. Spots with a blue cone are

reserved spots. When a spot is empty with a blue cone in front of it, it means that guest has taken their unit out temporarily. Reserved spots also will have a sign with the guest's name on it. Check the size of the unit and use your judgment for the best placement on open yellow cone spots. Also inquire with Reception Center the length of their storage stay to determine placement if this information is not provided for you. Typically units in for a short time will go to the parking area behind the Reception Center.

ROADWAY MAINTENANCE o Sweep along all berms from entrance of the park up to and around the

Recreation Lodge o Sweep along sides of all blacktop roadways to remove any sand, stones, or

tree debris o Report any hazardous condition by submitting a maintenance ticket, unless

issue is urgent

MISCELLANEOUS LIGHTS TO CHECK THROUGHOUT THE PARK o Check all pole night lights throughout the park. o Check entrance sign lights, corner of Daniels/West St., driveway entrance

and across from Reception Center. Change any lightbulbs if necessary, or submit a maintenance ticket

o Check Pedestal lights at each site o Cabin Stair lights o Lights at the Tent o Kampers Kitchen exterior lights o Reclodge exterior lights o Lights around Pool 3 and 4 o Playground Basketball and Tennis court lights o Playground 2 Lights

NORMANDY FARMS GOLF CART RENTAL PROCEDURE 1. $75/day in peak/ holiday - $60/ midweek/nonpeak 2. 2 night minimum/ 3 nights on holiday weekend 3. If booked in advance, 50% deposit taken with balance due upon arrival 4. Check out time is 3PM and return time is 12PM. No early check out or late return 5. A $500 deposit will be authorized upon booking but not charged unless damage

occurs 6. Maximum capacity on golf cart is 4 passengers 7. Driver/Addt’l driver must be at least 25 years of age with a license


8. Golf carts may not be operated during quiet hours (11pm-8am) 9. Charging station (for guests on “O” sites in parking lot across from Lodge) 10. There is a 2 week cancellation requirement. As long as the guest gives us two

weeks they will receive their full deposit back for the cart 11. No dogs permitted on carts unless service animals

RENTALS UNITS o Cabins

6 Cabins Trash and recycling removal Propane refill for grill. Raking around the cabin Clean fire pit Depending on season, turn on heat or AC prior to guest's

arrival so it is a comfortable temperature when they arrive Check stair lights at cabins. Change lightbulbs if necessary,

or submit maintenance ticket.

o Yurts 3 Yurts Trash and recycling removal Propane filling for grill and hot water heaters (30lb bottle

under deck) Raking around the YURT Clean fire pit Depending on season, turn on heat or AC prior to guest's

arrival so it is a comfortable temperature when they arrive Check stair lights at YURT’s. Change lightbulbs if

necessary, or submit maintenance ticket

o Popup 3 Pop ups Moving popup Setting up popup Fill propane Dumping grey water Depending on season, turn on heat prior to guest's arrival so

it is a comfortable temperature when they arrive

o Safari Tent 5 Safari Tents Trash and recycling removal Clean fire pit Raking around the safari tent Propane heater as well as propane tank for grill.


Depending on season, turn on heat prior to guest's arrival so it is a comfortable temperature when they arrive

Check stair lights and lights along perimeter of tent. Change lightbulbs if necessary, or submit maintenance ticket

Check In Procedure for rentals- Refer to Rental Talking Points sheet when

checking in all rentals o Cabin/Yurt

Review Heat and A/C Binder of information about park and area Light switches (indoor and outdoor) How to run the fans How to use the fireplace Use of TV/remote How to pullout the couch Show utensils and dishes in the cabinets Show how to start the grill Explain where to put trash to be picked up Explain the hot water heater works (Turn the water up all

the way then turn it down to where you want it) Remind them “NO SMOKING” Guests can take the name with them

o Popup Show them how to run the heat. Show them the beds Show how the table turns into a bed Explain sink and the stove Empty and clean out the silver/blue holding tank when the

pop-up is moved at the end of each guest’s stay if not on a sewer site

Remind them “NO SMOKING” o Safari Tent

Explain how the propane heater works (when applicable) Show how to use electric fireplace (when applicable) Show guests the outlets Explain about trash pickup Show them water is available Point out ceiling fan and light as well as outside lighting Demonstrate lifting the coffee table to make into

desk/storage area Point out drawers under the bed Demonstrate how to pullout bed and 2 chairs Demonstrate how to use the canvas screen and velcro to

enter and exit tent and how to tie back Demonstrate how to use the gas grill


Advise guests that grills should be set up on the gravel area and not under tent space. No cooking inside the tent or on the deck. These grills are attached and locked to a tree located off to the side in front of the safari tent.

Advise that use of hair dryers will pop the circuit breaker. They are welcome to use RR #4 for additional electricity

NO SMOKING in the tent Point out where the restroom/dish washing sink is (make

sure to explain to walk around the sites)

EMERGENCIES We try to provide a safe environment for our Team Members and guests. As you travel around the campground, always be on the lookout for potential hazards. Be sure to report any hazards to your Team Leader or Manager. There is an in-depth section in this manual discussing the emergency protocols we have in place here at Normandy Farms. Please be very familiar with the content so you will be in a confident position to assist if the need arises.

GUIDELINES

o Always remain calm o Your primary function is one of assistance o Assist emergency vehicles, fire, ambulance, or police to area/site

of emergency o When needed, provide First Aid Kit for guest to use. Do not

administer first aid. Determine if AED is needed. AED’s are located at the Recreation Lodge & the outside of the Hospitality Station and ballshed 2 (See First Aid Location List)

o Locate family members o Contact ambulance if requested/necessary and then inform the

reception center that ambulance is coming in o Offer ride to campsite o Fill out incident report online within 24 hours

PROCEDURES

o FIRE Remain calm Radio Reception Center to call Fire Department if needed

advise reception center that fire department is on there way Radio Bob, Colin, Bryan , Brett or Dan immediately Evacuate area Call Management on the radio and clearly state the nature

and location of the fire emergency Fire extinguishers are located in all buildings- see list of

locations in emergency section of manual

o IF FIRE ALARM GOES OFF


Radio Reception Center that an alarm has sounded Check all smoke detectors for red light to locate sounding

alarm Verify whether there is a fire Radio Reception Center to call Fire Department if needed

or to let them know that there is NOT a fire Radio Bob, Colin, Bryan , Brett or Dan immediately

MEDICAL EMERGENCY

Procedure in Medical Emergency, Accident or Injury Incident If guest or family member requests emergency assistance, implement the following procedures:

o Obtain all pertinent information from injured person as 911 operator may ask for this information. Please be sure to let whoever is calling for emergency services know of this info Name Site number Sex Approximate age Nature of incident Time of incident Date of incident

o Call 911 o Radio Reception Center Team Leader to alert them of an

emergency vehicle coming into the park. If you did not have a phone to call 911, ask Reception Center Team Leader to call with all the information from above.

o Request that a Manager/Team Leader be sent to the location of the incident if available

o Provide First Aid Kit for guest to use- do not administer first aid. Determine if AED is needed. AED’s are located at the Recreation Lodge & the outside of the Hospitality Station and ball shed 2 (See First Aid Location List)

o Assist as needed o Talk to injured person to determine what they think happened o Obtain all pertinent information from witness or witnesses

including: Name Site number Phone number (they may be contacted for additional

information about the incident.) Date of incident Time of incident

o DO NOT comment on what they say or make any promises o DO NOT DISTURB the scene of the incident unless it poses a

danger to others (TAKE PICTURE OF ISSUE)


o After the guest leaves, complete an Incident Report form online attaching any pictures if applicable. (See handbook)

o DO NOT talk to anyone about the incident. Direct any inquiries to your Manager or Team Leader. Online form must be filled out completely within 24 hours

o DO NOT ADVISE GUEST THAT AN INCIDENT REPORT WILL BE FILED

POWER OUTAGE IN BUILDINGS

o Remain calm o Stop all ongoing activities o Conduct an orderly evacuation of the building o Radio Radio Bob, Colin, Bryan , Brett or Dan immediately o Make sure to switch radios to Channel 2. When the power

goes out channel 1 does not work on the radio system o Ensure that all emergency lights are working. Emergency

lights are located in all buildings at entrance and exits to facilitate an orderly evacuation

DOG GUIDELINES/INCIDENTS

o Dogs should be kept on a leash of reasonable length. (Leash should not allow dog onto other guest campsites or into roadways)

o Dogs should not be left unattended. o Dogs should not be excessively barking as to cause a

distraction to other guests o Dog owners should clean up after their dogs o Dogs are not allowed in any buildings, most rental units,

playgrounds, ball fields, or pool areas unless it’s a service animal

o Report unruly or aggressive pets to your Team Leader. o Service animals are treated differently; guests may bring their

service animal into any area that guests may go. Service dogs are not permitted to swim in any of the pools; however, they are allowed into the pool area. A Reception Center Team Leader will alert the team if there is a service animal in the park

o Seasonal guests are required to have dogs vaccinated and have paperwork on file with reception center

GUIDELINES FOR AGGRESSIVE DOGS An aggressive dog’s behavior is excessive barking, showing teeth, hair standing up on its back

o Contact your Team Leader


o Once a determination has been made that there is an aggressive dog, notify the owner that they must either confine the dog inside their camping unit with someone always present with the dog or the dog must leave the property

o If you notice a “Beware of Dog” sign on the RV you need to approach the guest and ask that either the sign be removed or the dog removed from the park. Now that the park has been made aware of an aggressive dog, we have a liability. Once the guest has been made aware, the Ranger needs to let the Reception Center know so that it can be documented

PROCEDURE FOR DOG BITE

o Ranger reports to the scene to determine the extent of the injury

o Emergency Personnel contacted if needed o Obtain information needed by Reception Center (dog name,

dog breed) o The dog is confined by the owner until it departs from the park o The dog leaves the property o Notation made in computer that the dog is no longer welcome

in the park o The Reception Center will call the Animal Control Officer

/Board of Health in the town where the dog resides to notify of the incident

o Incident Report should be filled out online within 24 hours o The dog is not allowed back in the park in the future o Reception Center adds a tag to the guest’s profile in case guest

returns so we can ensure the dog is not in the park o In our reservations booking information, we advise guests that

all pets coming into the park need to be properly vaccinated. We suggest guests travel with that paperwork in the event of an incident. We do not keep copies of paperwork on file except for seasonal guests

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. Preferably should be delivered by more than one person, or the most senior Ranger

Whomever delivers the Code of Conduct should inform Reception Center Team Leader of any events or 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

Below 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 or 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

o Each letter is customized with guest’s information by member of Reception Center team

Below is an example of the Letter of Disinvite


Date: 11/17/2017

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

1 2020 Sec3 Gold Stand for Ranger

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 six 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 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 following statements are examples of events or concerns that could arise when a guest brings their concern to you. Below each concern are possible solutions which could assist you in averting a less than ideal guest interaction. These examples are designed to empower you with the knowledge and with the skills discussed previously in this chapter to have a positive outcome and hopefully a successful solution to their issue for your guest. Concern: Barking Dog Solution: Approach site and with guest information ask to speak to who the site is registered to. Politely ask the guest to take the dog inside the camper to alleviate the barking. If no one is available at the site have the office contact guest to explain the situation. If the office is unable to reach the guest check in with the pools and the rec lodge to see if the guest is in either location and have them return to their site to address the issue.

Concern: Fires (Before and After Hours) Solution: Ranger should approach the site with the guests’ information and directly speak with the registered guest. Explain the fire guidelines and bring a copy of the ranger sheet that we hand out to guests regarding reminders. After midnight give the guest the opportunity to extinguish the fire themselves. If they explain they are unable to, the ranger should extinguish the fire for the guest. If the guest complies then continue with your rounds and check back in after a little while.

Concern: Clothesline Solution: Approach guest and politely ask the guest to take the clothesline down. Explain the safety issue of the clothesline and the appearance of the clothesline. Use the ranger sheets to reinforce what you are telling the guest. Do not deviate and make up excuses tell the guest that you are there to deliver the message that management has developed.


Concern: Noise Level Solution: Check in with the guest that called in the complaint originally and observe the noise level for yourself from a distance. Check with the other guests in the immediate area to see if they observed the same issue. Approach the guest causing the noise and remind them of the quiet hours as found on the ranger sheets. After speaking with the guest make sure to check back in shortly after to make sure the noise levels are acceptable for the park. During the day at times guests can have music playing at a loud level. A general guideline is that if the sound level is high from 2 sites away the music needs to be turned down.

Concern: Expired Visitor Passes Solution: If the visitor pass has expired approach the site in a friendly manner explaining that the pass has expired and the visitor is welcome to stay longer, however, they need to stop at the office to reregister. If a visitor is in the park and not register explain that all visitors in the park need to be registered and all vehicles must have a car pass. After speaking to the visitor tell the office to expect the visitor to come up to the office to register x amount of visitor the number of visitors found at the location. Make helping the guest the top priority in your job. 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”. 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.

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.

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.

“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.

table of contents mission statement pg 2 ......o greet the guest and let them know who you are o let...

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