When it comes to hospitality, the guest experience directly impacts a property’s reputation, reservation rates, and ultimately, the revenue at the property. While exceeding guest expectations may not always be easy, out-of-the-box thinking supported by a reservation management system can leave campers and boaters raving about their experience.
Here are some key considerations to ensure true customer satisfaction that can drive your property to success.
Each guest deserves a great experience, which means you should consider making your outdoor property welcoming to everyone.
Work within your budget to create a fun space for kids, and make sure that all guests are aware of any rules such as parental supervision. No matter which kid-friendly options you choose to incorporate, consider sending out email reminders and updates about your kid-friendly options to entice families to book at your property if your campground management software enables you to do so.
In addition to these considerations, find out the location of the nearest medical facilities in case of an emergency. Providing this information to every camper or boater using a messaging system can show them that you have their safety in mind.
Personalization is key when it comes to creating a memorable stay for your guests. Once you have surveys and reviews from your visitors, you can use that information to improve the guest experience in a way that will attract both locals and travelers. One way is to provide unique entertainment that will make your location stand out from the competition.
If you manage an RV park or campground, consider these forms of entertainment for your campers:
If you manage a marina, consider these entertainment options for your boaters:
Even if not all types of entertainment are possible, you can provide flyers and information pamphlets about entertainment opportunities near your campground, RV park, or marina. You can also announce special events through emails and SMS messaging using your reservation management system, so guests can make the most out of their reservations by planning ahead.
If you implement proper training, your employees can provide a better customer experience through their refined skills. Continuous training over a variety of customer service areas can help increase the confidence of your staff and give you peace of mind that your campers are receiving the best customer service possible.
Employee staff training should include how to:
To improve the guest experience, you’ll want to consider prioritizing online guest communication. Guests want to feel attended to, even when they aren’t physically at your property.
You can use your reservation management system to stay connected to your guests, including through direct emails. You can send an email to your guests to:
There are a few different considerations for technology trends depending on the type of outdoor property you manage.
The use of technology is trending for campsites. In fact, 41% of campers in a 2021 survey said they bring their work with them and work while camping. If you manage a campground or an RV park, you can improve the guest experience by adapting to these camping trends:
Guests are excited about the opportunity to stay more connected, more comfortable, and have an overall easier stay. However, campers are not the only ones who would appreciate a higher-quality stay.
While boaters may not necessarily be enthralled by glamping, they certainly would appreciate thoughtful gestures to improve their time to your property.
If you manage a marina, you can:
No matter what type of outdoor property you manage, staying on top of the trends and using technology to its full potential is crucial to improving the guest experience.
For RV parks, campgrounds, and marina properties you can offer:
Once you’ve made improvements to the guest experience, it’s time to figure out what strategies worked. How can you interpret successes at your property? The right reservation system can help.
With the right reservation management system you can:
Depending on what kind of outdoor property you manage, enhancing the guest experience can have different meanings. For example, if you own a marina, your main focus should be to provide your boaters with a comfortable stay while they’re docked with you. Boaters may also appreciate it if you go the extra mile to provide safety tips and guidelines in the form of pamphlets or online posts on your website.
A campground owner, however, will need to stay on top of camping trends to keep attracting visitors. This could mean planning additional events and finding ways to incorporate amenities that are unique to your campground, such as cabin rentals or horseback riding trails.