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RANGER, OVERNIGHT & HOSPITALITY - Resource Manual 2021 - Normandy Farms ...
RANGER, OVERNIGHT
& HOSPITALITY
Resource Manual 2021
Nestled deep in the woods between Boston & Cape Cod, Normandy Farms is a luxury
camping destination that has been a family tradition since 1971 and widely recognized as
one of the premier resorts in the world.

    FEATURED ON THE TRAVEL & OUTDOOR CHANNEL AS ONE OF THE PREMIER
    CAMPING DESTINATIONS IN THE WORLD AND NAMED “WORLD’S GREATEST RV PARK”.

    NATIONALLY RECOGNIZED AS RV PARK OF THE YEAR.

    VOTED ONE OF THE TOP 10 FAVORITE PARKS IN NORTH AMERICA.
RANGER, OVERNIGHT & HOSPITALITY - Resource Manual 2021 - Normandy Farms ...
RECREATION LODGE
Resource Manual 2021
Nestled deep in the woods between Boston & Cape Cod, Normandy Farms is a luxury
camping destination that has been a family tradition since 1971 and widely recognized as
one of the premier resorts in the world.

    FEATURED ON THE TRAVEL & OUTDOOR CHANNEL AS ONE OF THE PREMIER
    CAMPING DESTINATIONS IN THE WORLD AND NAMED “WORLD’S GREATEST RV PARK”.

    NATIONALLY RECOGNIZED AS RV PARK OF THE YEAR.

    VOTED ONE OF THE TOP 10 FAVORITE PARKS IN NORTH AMERICA.
RANGER, OVERNIGHT & HOSPITALITY - Resource Manual 2021 - Normandy Farms ...
RECREATION
Resource Manual 2021
Nestled deep in the woods between Boston & Cape Cod, Normandy Farms is a luxury
camping destination that has been a family tradition since 1971 and widely recognized as
one of the premier resorts in the world.

    FEATURED ON THE TRAVEL & OUTDOOR CHANNEL AS ONE OF THE PREMIER
    CAMPING DESTINATIONS IN THE WORLD AND NAMED “WORLD’S GREATEST RV PARK”.

    NATIONALLY RECOGNIZED AS RV PARK OF THE YEAR.

    VOTED ONE OF THE TOP 10 FAVORITE PARKS IN NORTH AMERICA.
RANGER, OVERNIGHT & HOSPITALITY - Resource Manual 2021 - Normandy Farms ...
Section 1

                                          Normandy Farms
                                          Past and Present

1   2021 Generic Manual Section 1 Past and Present
RANGER, OVERNIGHT & HOSPITALITY - Resource Manual 2021 - Normandy Farms ...
Take a quick look through the Massachusetts Association of Campground Owner’s (MACO)
directory and you will see over 85 private campgrounds listed plus another 28 State Parks.
That’s over 100 campgrounds in our small state alone. Each of these parks has something
unique to offer, whether you choose to be situated alongside the banks of the Cape Cod Canal,
nestled in the beautiful Berkshire Mountains or a convenient drive into Boston, there are parks
for everyone. While some folks enjoy “roughing it”, others like to be pampered. Here at
Normandy Farms we are famous for making each and every guest feel like part of the family,
while providing our guests with a “resort atmosphere” so they can enjoy their vacation without
ever having to leave the park. If we start at the beginning, perhaps you will have a better
understanding of how others view us when choosing their vacation destination…

A Visit to the Past at Normandy Farms

Established in 1759
Francis Daniels was born June 22, 1723 in the Province of Normandy, France. While still a young
man, he entered the French Army and was assigned to the West Indies where he became an
officer. Taken sick, he spent months in the hospital before returning to duty. The move proved
premature, as he became ill once again, so he decided to return to France. The ship was
captured by Colonial privateers and brought to Massachusetts Bay Colony in Boston, where the
young prisoner was a source of income to the privateers and was imprisoned for three months.
George Hewes, keeper of the jail, spoke French, and took a liking to his young charge. He made
him aware of his brother in Wrentham, a wealthy landowner in need of hired help.

With the promise of being paid wages for his services, young Francis went to Wrentham and
lived with the Hewes family. Francis was indebted for the cost of his passage, and was 36 years
old before it was paid off and he was able to purchase property himself. The Suffolk Registry of
Deeds shows that on June 6, 1759 "William Hewes of Wrentham deeded to Francis Daniels 53
acres of land for seven pounds, 18 shillings."

Turning to the land, working with the rudest of elements, he carved a farm from the wilderness.
The land that Francis had purchased and started to farm was to be included in an area, set aside
from Wrentham and other towns, to form a new community, called Foxborough. Francis died
June 23, 1813 and was buried in the Central Burying Ground, a small cemetery outside the
center of Foxborough where Memorial Hall now stands. Years later, when Central St. was
widened, his grave was moved to Rockhill Cemetery. His gravestone can now be found on the
west hillside, facing the pond.

As the years have passed, the farm grew in acreage, and each succeeding generation has taken
its place at Normandy. From a dairy farm to chickens, then raising sheep, the family has all
worked the land first cleared from the wilderness over 250 years ago. Now the 7th, 8th, & 9th
generations are contributing to New England's finest four‐season camping resort.

A Visit to the Present at Normandy Farms

Today this former farm is a family‐oriented three season resort recognized throughout the US
and beyond for its hospitality, innovativeness, cleanliness, amenities, location and more. Our

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commitment to our guests is what draws guests back to our resort year after year, generation
after generation.

The following highlights offer you some insight into why Normandy Farms is so special. Having
been recognized for achieving the highest industry standards, we are always aiming to improve
our reputation in the camping industry as well as to remain a good neighbor in the community.
These are all links in the “Press Room” section of our website where you can learn more about
the park and how it fits into the world of camping!
Here is a small sampling of accolades from our webpage which records achievements back to
1980 including 2003 when we were fortunate enough to be named one of ‘Travel Channel’s –
Top 7 Premier Camping Destinations in the World. Check out the rest, there are entries all the
way back to 1980.

                                                 PRESS ROOM
                 Good Sam 10/10*/10 | Good Sam Top 100 Parks | Woodall’s 5 W

  November 2020                       Normandy Farms raises nearly $15,000 for Jimmy Fund, Dana Farber

  October 2020                        Voted 10 Best RV Parks by USA Today

  October 2020                        Voted in the top 15 Dog Friendly Campgrounds!

  October 2020                        20 Cool Spots to go Glamping in New England

  September 2020                      Rachael Ray’s list of 8 America’s Coolest Campgrounds

  August 2020                         Best Camping by Traveling Lifestyle

  August 2020                         Family RVing Magazine Features Normandy Farms

  July 2020                           Best Campgrounds in the USA: Massachusetts

  July 2020                           Normandy Farms was featured on Chronicle’s “How to get out of town
                                      while social distancing”

  June 2020                           Rolling On RV Features Normandy Farms

  June 2020                           6 TOP CAN’T‐MISS RV RESORTS IN AMERICA: MAKING THE LIST

  June 2020                           Normandy Farms is thrilled to be included in Boston Parent’s Favorite
                                      Family Campgrounds!

  June 2020                           Normandy Farms is recognized by Insider as one of the “10 most
                                      luxurious RV parks you can visit this summer”.

      3   2021 Generic Manual Section 1 Past and Present
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Point
Peak Season                           Strawberry                       Lake George                  Bayley’s Camping     Sandy Pines
                                                                                        Sebago
   Rates                                 Park         Papoose Pond       RV Park                         Resort        Kennebunkport,
                    Normandy                                                             South
 W+E+S+C                               Preston,        Waterford,         Lake                        Scarborough,         Maine
                      Farms                                                             Casco,
 (premium                                 CT              Maine         George, NY                       Maine              2020
                                                                                        Maine
    site)                                2020           (no cable)        2021                            2020
                                                                                         2021
                                                          2021

                                                                           Rate                                         Rate includes
                                                                         includes                                           2 Ad
                                                       Rate includes    2 Ad total       Rate        Rate includes
                                     Rate includes
  # People         Rate includes                          2 Ad +       (Under age      includes          2 Ad
                                      2 Ad + 2 Ch
                       2 Ad                                4 Ch          12 Free;     Family of 4
                                                                        others $10
                                                                       ea per night

                                                                                       $864.92 +
  Weekly             $565‐801            $539            $503.40         $1043                       $707 +9% Tax         $740.30
                                                                                        9%Tax
Nightly (Sun‐                                          $77.14 7N +                                                     $104.5 + 9%tax
                      $86‐111        $80 per night                        $149        $104‐$115      $106 + 9%Tax
   Thur)                                                 9%Tax

  Nightly             $98‐123       $110 per night     $105 + 9%Tax       $149        $104‐$115      $106 +9% Tax           $116
 Weekend

The above chart will show you a comparison of our rates in relation to other popular parks in the area.
You will see that our rates are in line (or lower!) with other parks in this region offering resort‐style camping –
the rates reflect a full‐service site.

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RANGER, OVERNIGHT & HOSPITALITY - Resource Manual 2021 - Normandy Farms ...
How the above parks compare by the Good Sam rating system:

                                                        Good Sam:
                                              Facilities/Restrooms/Appeal
 Normandy Farms                                   10 / 10* / 10 (highest
                                                        achievable)
 Strawberry Park                                       7.5 / 10*/ 10
 Papoose Pond                                           8 / 9* / 8.5
 Lake George RV Park                                   10 / 10* / 10
 Point Sebago                                           8 / 8.5* / 9
 Bayley’s Camping Resort                                9 / 8.5*/ 9
 Sandy Pines                                            9 / 10* / 10

Good Sam Grading Criteria
RV parks receive scores from 1 (worse) to 10 (best) in three categories. Campgrounds with a 10/10/10
rating have more facilities, are better maintained, and are more visually appealing than 5/5/5 – rated
campgrounds. Less than 1% of parks or campgrounds receive a rating of 10/10/10.

What do the ratings mean?

How do these numbers work? The three‐number rating is a snapshot of the campground's amenities,
cleanliness and environment. Each of the three ratings is based on a scale from 1 to 10, with 10 being
the best.

For each of the listed subcategories, a campground may receive 1 point, a half‐point or no points. A
small percentage of campgrounds attain the coveted 10/10*/10 ratings, meaning top marks in every
category. Those will be highlighted in a special section of the print directory.

Facilities:

                  Evaluates the level of development of RV sites, hookups, recreation, swimming,
                  security, laundry services, interior roads, registration area and Internet access.

Restrooms and Showers:

                  Rates the cleanliness and physical characteristics of toilets, walls, showers,
                  sinks/counters/mirrors and floor. If a park achieves a full point in each of the
                  above, it receives a star (*) that indicates exceptionally clean restrooms. Also rated
                  are restroom’s interior construction, odor, supplies, and number of facilities,
                  interior appearance, exterior appearance and location as it relates to park spaces.

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Visual Appeal:

              Appraises the park's setting and site layout, function and identification of signage,
              overall exterior building maintenance, noise, trash disposal, litter and debris
              around the grounds and sites, and appearance of grounds, sites and entrance area.

Each campground's rating is determined by a consultant team made up of highly trained RVers
who travel hundreds of miles each year to cover the private RV parks in their region. In all, 38
teams crisscross North America, making visits to the campgrounds in their territories and taking
a complete tour of each facility to compile their report.

When the Good Sam RV Travel Guide and Campground Directory is published, consumers can
depend on a ratings system honed from million miles traveled and countless hours of
campground inspection. Over the decades, directory editors and field inspectors have factored
in insights of thousands of RVers to find out what consumers value in comfort, convenience and
enjoyment. As a result, the numbers encapsulate everything that a consumer should know
about a campground.

With a single glance at these three numbers, RVers will know how developed a park is and
whether or not it will meet the camping experience they are looking for.

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RANGER, OVERNIGHT & HOSPITALITY - Resource Manual 2021 - Normandy Farms ...
Section 2

                        Why Do People Choose and use RV’s?

                             Explanation of Various RV’s

                       Resources for Campground Information

1   2021 Generic Manual Section 2 Why Do People Choose and Use RVs
Why do people choose and use RVs?

Lifestyle trends continue to spur demand for RV’s. RV owners overwhelmingly said in recent surveys that
their RV makes it easier to take more frequent weekends or mini‐vacations that accommodate today’s
busy family schedules

      Flexibility and convenience – RVs offer a convenient, hassle‐free way to see America. RV
       travelers enjoy the freedom and flexibility to go where they want, when they want–without the
       worry and stress of inflexible schedules, advance reservations, airport lines and luggage
       restrictions.
      Comfort – With fully‐equipped kitchens and baths, rooms that slide out at the touch of a button,
       central air and heat, TVs, surround‐sound stereos and more, today's RVs provide travelers with
       all the amenities of home while on the road or at a campground.
      Family appeal – RVing is a uniquely enjoyable way to travel as a family, and campouts can easily
       include the family pet as well. In fact, families that frequently vacation by RV say it fosters an
       increased sense of togetherness and helps improve family communication. RV owners say that
       strengthening family relationships is an important factor.
      Affordability – RV vacations are more affordable than travel by personal car, commercial airline
       or cruise ship. Even factoring in RV ownership costs, and considering resulting tax benefits, a
       family of four can spend up to 70 percent less when traveling by RV.
      Lure of the outdoors – RVers can enjoy the mountains, beaches, parks, popular tourist
       attractions and small towns whenever they want, without giving up the comforts of home. With
       the new sport utility RVs, RV travelers can easily haul their ATVs, snowmobiles, motorcycles or
       other outdoor vehicles right on board.
      Versatility – In addition to travel, camping and outdoor recreation, RVs are being used year‐
       round for a wide variety of other purposes, like shopping, tailgate parties at sporting events,
       pursuing special interests like horse, dog and antique shows and other hobbies.
      Rentals available – Renting an RV is a popular way to "try before you buy." The RV rental
       business is a $191 million industry and growing, according to figures compiled by the U.S.
       Census of Retail Trade.

Where do RVers travel?

With more than 16,000 public and privately owned campgrounds nationwide, RVers are free to roam
America's highways and back roads for a weekend, a week or even months at a time.

      Privately owned RV parks and campgrounds are found near popular destinations, along major
       tourist routes and even in metropolitan areas. These campgrounds appeal to travelers by

       2   2021 Generic Manual Section 2 Why Do People Choose and Use RVs
offering a variety of activities to keep the whole family happy, including swimming pools, game
        rooms, playgrounds and snack bars.
       RV travelers seeking a resort atmosphere are especially attracted to the growing number of
        luxury RV resorts with facilities such as tennis courts, golf courses and health spas.
       Facilities at public campgrounds tend to be simpler, but usually offer a scenic retreat. Public
        lands are popular for hiking, fishing, white water rafting and many other outdoor recreational
        opportunities enjoyed by RVers.

What is a Recreation Vehicle (RV)?

An RV is a vehicle that combines transportation and temporary living quarters for travel, recreation and
camping. Two main categories of RVs are motorhomes (motorized) and towables (towed behind the
family car, van or pickup)

The first two pictures below are MOTORHOMES, while different types,
they all fall under that heading in our reservation program.

Class A motorhomes are generally the largest drivable RV. The Class A
motor home is a recreational vehicle built on a stripped truck chassis
where the driving compartment is an integral part of the RV interior. Class
A motor homes look like busses. They may also be referred to as a coach or
motorcoach. Previously only travel trailers and fifth wheels could be referred to as “toy haulers” but
now some Class A’s offer this feature and have their own built‐in cargo area in the back which can
accommodate motorcycles, atv’s and other motorized toys.

Class C motorhomes (sometimes referred to as a mini‐motorhome) may look
similar to a moving truck or the front of a van as they are roughly the same
size and shape, with a bed compartment over the cab area.
================

         The next entry is motorized, so it could fall in the motorhome category, it is most often referred
to as a Conversion Van.

Class B motorhomes (are most often referred to as a Conversion Van, which
perhaps describes it more aptly). These motorhomes look like pop‐top camper
vans and are self‐contained but are smaller in scale compared to their big
brothers. The advantage of a conversion van is handling, and size if you don't happen to need the
interior room. They can work well for very small families who don't mind the close quarters, or ideally,
for couples who don't want the upkeep of a large motorhome. The Class B motorhome / conversion van
can also be used as a second car.

The Fifth Wheel is a towable trailer that connects to the pick up
truck directly above the rear axle by way of a special fifth wheel

        3   2021 Generic Manual Section 2 Why Do People Choose and Use RVs
hitch. This causes several feet of the connected trailer to hang over the truck. The distinguishing feature
of a 5th wheel camper, and the thing that makes it a 5th wheel camper, is its hitch and how it hooks up
                                to its towing vehicle and how easily it tows due to its design.

                                A Travel Trailer is a non‐motorized RV designed to be towed by a pickup
                                truck, SUV or, for smaller units, even a car. These units offer all the
                                amenities of home. A Travel Trailer is probably one of the most flexible
                                and versatile RVs in the marketplace today. Models can include smaller
units with basic features to larger units with triple slide‐outs, two bedrooms and all the comforts and
conveniences of home. They range from a compact 13‐foot unit able to be towed with a car to 36‐foot
units requiring a pickup truck or other truck‐based tow vehicle.

Hybrid (or expandable) A blend between a travel trailer and a folding (tent) trailer. One type has rigid
sides and pull‐out tent sections (usually beds) while another type's top section of walls and its roof can
be lowered over its bottom section to reduce its height for
towing.

Vertically: On vertically expanding units, the slightly larger
top portion of the trailer slides down over the bottom half,
considerably reducing the height during transportation.
When open the trailer is expanded to full height, resembling
a traditional trailer.

Horizontally: On horizontally expanding units, tent‐like
compartments fold out from the body to create beds.

PopUp A folding camping trailer, commonly referred to as a popup camper or tent camper is probably
the most common introduction to the rv world for many families. A pop‐up is the least expensive option
and is easily towable. A person uses either a hand crank or hydraulic lift to open and lift up the top
portion of the camper and manually slides out the ends or side portions which is where the mattresses
are located.

Truck Camper are a unique RV choice. They are the only land‐based RV without wheels; yet they can be
fully self‐contained and are so versatile they can go virtually anywhere you can get a pick‐up truck to go.
Truck campers are loaded and off‐loaded to a vehicle utilizing four corner jacks which enable the camper

       4   2021 Generic Manual Section 2 Why Do People Choose and Use RVs
to be raised, and the truck backed up underneath. The camper is then secured to the vehicle with chains
or spring‐loaded tie‐downs. Truck campers are a popular choice for horseback riders, fishermen,
hunters, and other sportsmen as a boat or horse trailer may be easily towed. They are also quite popular
for beach camping as the chosen truck can feature 4 wheel drive.

A Teardrop gets its name from the tear shaped profile—pointed in
the back and rounded in the front. In general, teardrop trailers are
small and light, towable by large cars and SUV's. Some are small
enough to be towed by motorcycles. Most teardrop trailers are so
small that they provide only the very basics: bed, a small amount of
inside storage, and minimal external cooking facilities. Some models
are large enough to accommodate inside cooking and dining.

                                      Tent – Undoubtedly the most affordable means of camping, and
                                      typically the first steps into the camping lifestyle, you will see
                                      tents from the smallest pup tent to multi‐room tents! Some
                                      SUV’s actually can have a rooftop tent mounted on top.

Now that you have seen the different type of camping units that we host here in the park, below you
will see some examples of different camping jargon that you may hear.

                                   Slide Out A slide out is a room that when the RV is stationery,
                                   literally “slides out” of the inside of the RV to put that extra space of
                                   the slide out room outside of the original space of the RV. Slide‐Out
                                   rooms come with several different methods to move the room either
                                   in or out. They may be operated manually with a crank or just pushed
                                   out by hand while in the larger units, the employment of motor‐
                                   driven cables or hydraulic cylinders accomplish the task. The majority
                                   of larger slide out rooms have a back‐up system to crank the room in

      5    2021 Generic Manual Section 2 Why Do People Choose and Use RVs
or out just in case power has been lost to the hydraulic pump or electric motor.

                                       Toy Hauler The term toy hauler is applied to both fifth wheels
                                       and travel trailers, and it describes an RV designed to carry
                                       ”toys” —small cars, dune buggies, four wheelers, motorcycles,
                                       etc. Distinguishing features of a toy hauler is the large door in the
                                       back which opens down to create a ramp to be used as dedicated
                                       garage. We would want to be conscientious when we hear of a
                                       guest travelling with a toy hauler as that should prompt us to
                                       inquire if they have a motorcycle.

Most of us know about Tiny Houses from what we have seen on television and while we have not had a
ton of inquiries, we do have a few each season. The typical Tiny House is between 100 and 400 square
feet and is towed just like a traditional travel trailer. A Tiny
House, once on our property, is considered just the same as
a regular camping unit, requiring whatever type of hookups
the guest requests and/or is available.

Park Model trailers, 400‐square foot cottages with peaked
                                          roofs that sit on a
                                          chassis and are typically placed on rented, leased or
                                          purchased sites in a mobile home park or on private land.
                                          When set up, park models are connected to the utilities
                                          necessary to operate home style fixtures and appliances. The
                                          toilet in a park model requires a septic system, like your
                                          bathroom at home. Park models are popular with people for
                                          use as a cottage, vacation or retirement home. We are unable
to accommodate park models here at Normandy Farms.

RV Rentals: Try It, You'll Like It

With the growing popularity of RV travel, the rental business is booming. There are now recreation
outlets nationwide renting motorhomes, folding camping trailers and other vehicles, giving non‐owners
the opportunity to enjoy the fun and freedom of an RV vacation. We have rental company information
at our work stations if a guest does inquire for outside vendor.

For someone who loves RV travel but can't commit to ownership or wants to give RVing a try before
buying, renting a vehicle is a smart way to start.

       6    2021 Generic Manual Section 2 Why Do People Choose and Use RVs
Why Rent an RV?

       Renting an RV is a great way for prospective RV buyers to take an RV on an extended "test drive"
        with their families and belongings.
       Rentals give prospective buyers the opportunity to try various types of RVs and learn from
        actual experience which one is best suited to their particular needs.
       When you rent an RV, you have the flexibility to make your own travel schedule as you travel in
        complete comfort.
       Rentals are the answer for families who already know and enjoy the RV lifestyle but don't want
        the responsibility of ownership.

More than 400 national rental chain outlets, local RV dealerships and private parties offer state‐of‐the‐
art, late model year vehicles for rent. Most rental sites offer fleets of 5 to 50 vehicles and a growing
number of campgrounds, such as ours, offer on‐site rentals as well.

RV Shows

How can one gain more information about the camping lifestyle and different kinds of RV’s?

RV retail shows offer you the opportunity to see many makes and models of RVs in one location. This is
helpful when comparison‐shopping for a vehicle that will fit your travel plans and budget.

Shows are a great place to speak with dealers and other RV industry experts, including campground
representatives, who can assist you in finding the right RV and some great places to camp.

RV Directories & Websites

Another great way to learn about different campgrounds is to purchase a reference book (or explore
their website) such as The Good Sam RV Travel & Savings Guide. These are directories that give
information on parks throughout the country (listing by state) details such as park size, number of sites,
description of facilities and amenities, pet information, phone, wifi availability and more. The parks are
rated so you can choose the best one for you and your family. Here is how our listing appears on the
Good Sam website:

Normandy Farms Family Camping Resort

Normandy Farms Family Camping Resort
72 West St
Foxboro, MA 02035
(866) 673‐2767
Location: 42.04033, ‐71.28069

        7   2021 Generic Manual Section 2 Why Do People Choose and Use RVs
Good Sam Rating:
FacilityRating
10
RestroomsRating
10*
AppealRating
10

RV Reviews (average)EVIEWS

YOUR LUXURY CAMPING DESTINATION
Nestled deep in the woods between Boston & Cape Cod, Normandy Farms is a luxury camping
destination that has been a family tradition since 1971 and widely recognized as one of the premier
resorts in the world.
Open Apr 1 ‐ Nov 30

Last Year's Rate
$62 to $118
Card(s) Accepted

Facility
Type (RV Resort)
Dump Station
Mobile Sewer Service
Partial Handicap Access
Emergency Phone

Policies
Folding Tent Campers Allowed
Pets Welcome
Tent Camping Allowed

Sites
Total Spaces (387)
Width (40)
Max Length (60)
All‐Weather Sites (367)
30 Amp
50 Amp
Seasonal Sites

      8    2021 Generic Manual Section 2 Why Do People Choose and Use RVs
Shaded (Mostly)
Big Rig Sites
Full Hookups (297)
Water (70)
Electric (70)
Max Amps (50)
Pull‐thrus (253)
Pull‐thru Size (40 x 60)
Back‐ins (33 x 48)
Room for Slideouts (Yes)
Site Length (60)
Patios
Fire Rings
Table at Site
BBQ at Site
Tent‐Only Sites (31)

Rentals
Safari Tent Rentals (3)
Yurt Rentals (3)
PopUp Rentals (3)
Cabin/Cottage Rentals (8)

Tenting
Overflow Area
Dedicated Tenting Area
Privacy Barrier
Covered Area w/Picnic Table

Internet
WiFi at Overnite Sites
WiFi Hotspot
WiFi at Park
WiFi at Park Supports Mobile Devices
WiFi at Park Supports Streaming
On‐Site WiFi Tech Support
WiFi Hotspots (30)
2 Devices supported per Overnite Site
345 Sites with WiFi

Other Amenities & Services
Road Condition (Good)
Road Type (All Weather)
Restroom and Showers
Laundry

      9   2021 Generic Manual Section 2 Why Do People Choose and Use RVs
Control Access Gate
ATM Machine
RV Supplies
Metered LP Gas
Firewood
Ice
Snack Bar
Groceries
Escort to Site
Onsite RV Service
Cable
RV Storage
Guest Services
Fishing Supplies
Golf Carts
Onsite Rentals
Restrooms

Recreational Facilities
Heated Pool
Hot Tub
Pond
Swimming
Fishing
Horseshoes
Rec Hall
Game Room
Planned Activities
Playground
Outdoor Games
Pavilion
Sauna
Tennis
Shuffleboard
Exercise Room
Nature Trails
Frisbee Golf
Pickle Ball

Recreation Nearby (within 10 miles)
Archery Range
ATV Riding
Casino
Hiking
Mountain Biking
Boating

     10    2021 Generic Manual Section 2 Why Do People Choose and Use RVs
Fishing
Kayaking/Canoeing
Watersports

Discounts
Military Discount
Good Sam Discount
AARP Discount

Make sure you check out our website www.normandyfarms.com where you will find everything from
rates, discounts and seasonal packages, to park layout and activity schedules. Guests are able to make
reservations through our website, email and Boldchat (which means to have a real‐time conversation via
typing through a portal). You can also access our Press Room where you can learn a little more about
the impact Normandy Farms has had in the RV industry and local community, or take a virtual tour. Our
website has received national recognition, including honorable mention for website of the year. Our
website is a valuable resource of information for not only our guests, but also for our team members.

    11    2021 Generic Manual Section 2 Why Do People Choose and Use RVs
Section 3

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

1   2021 Sec3 Gold Stand for Hospitality
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. In 2019 we were recognized in USA Today’s
top three parks in the US. 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 is 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.

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The goal, of course, is to make your guest as happy as possible with the service experience, even
if the outcome is not 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 did not 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 must 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 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”

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“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 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.

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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 tired, frustrated and filled with anxiety
         Sometimes situations cannot 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 does not 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 do not 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 is 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

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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 does not 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 will go onto a camping
website and share their opinions with the whole world! That is 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 is 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.

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Meet the complaint with understanding. If the guest is upset, 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 is not
precise about the nature of the problem, ask him or her to be as specific as possible.

It is 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 does not 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 is 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 is 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

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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 did not 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 am 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 is 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 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 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 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 Mark. 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.

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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 is 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 Mark 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.

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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 will 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 were
        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 us 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 including 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 do not 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 minimum 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 overflow 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 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. We also now have Happy Birthday and Happy
Anniversary signs that we can post at the site. 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 do not 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

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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 way 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 will 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 do
not 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 will 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.

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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 is relevant and appropriate.
    5) Let them know that you are thinking about them. Acknowledge a special event,
       birthdays, anniversaries, etc.

The guest’s perception is everything. It is 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 are not 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. Do not 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 must 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 will 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.

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