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The first day of camp has been long anticipated by both campers and parents. No matter where you are stationed during check-in, it is imperative that you make all guests feel welcomed and make the process simple and easy.
Parents are entrusting us with the care of their children, and you should be representing yourself as someone who they believe can do that.
When a camper family walks towards you:
Stop all personal conversation
Greet them and ask if they need any help
Direct them to the next place they need to be
If you are in the cabin:
Stand up from the couch if you are sitting
Greet the parents and camper
Direct them to choose a bunk
Introduce the camper to someone new
To help you remember use WESTI,
Welcome with a smile
Eye contact should be maintained
Shake their hand
Tell them who you are and what to do
Introduce them to the next step or another person
Welcoming a camper family sounds like:
“Welcome to camp! My name is [name] and I will be taking your picture today”
“The next place you are going to go is the camp store”
“Welcome to [name cabin], my name is [name] and I will be your counselor for the week. Let me show you what empty bunks we have available”
Helping Challenging Parents
Sometimes you will need to deal with parents who are engaging in difficult behavior. In these times you need to remain calm and stay professional.
There are lots of reasons why parents may be struggling with their behavior. Remember, they are leaving their children in our care for a whole week, sometimes for the first time.
At any time you are feeling overwhelmed or unable to help a parent please seek assistance from your Camper Advocate or a Director.
Talking with a difficult parent sounds like:
“This is a difficult situation but I want to help. Here are some options we have…”
“That’s a good question. Let me ask my director and I’ll be back in a minute.”
“There are a lot of steps during check-in which can be overwhelming. The next step is…. And then they can direct you after that.”
“Thank you for telling me about [the problem]. Let me find out more and I’ll get back to you right away”
“I’m happy to have the director explain the reasoning for our policy, and perhaps they can help you with a solution.”
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