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Property Management
  • Table of Contents
  • 2025 Checklists & Guidelines
  • 2025 Seasonal Sales Process
  • Quick Access Links
    • Support Numbers
  • GM Operations
    • Annual Inspections
    • Campground Sign Replacement
    • Camp Store Best Practices
    • CapEX Process & Oversight
    • Constellation of Success
    • Contractor Waiver of Liability
    • Cosmic Camper Referral Program
    • Cosmic Cleaning Checklist
    • Day Passes
    • End of Season/Off Season Operating Guidelines
    • Equipment and Vehicle Oversight
    • Field Level Property Inspections
    • Guest Experience
    • Guest Referral Program
    • How to Test WIFI
    • Incident Reporting
    • Issuing Refunds Via Check
    • Key Log Accountability
    • Licensing Process
    • Mission Retail
    • New Users (Newbook & Venmo Sumo)
    • Onsite Cash Handling
    • Property Expense Approval Process
    • Property Inspection Report
    • Requesting SSC Certificate of Insurance to Vendors
    • Purchase Order (Store)
    • Receiving/Finalizing Purchase Order
    • Regional Property Inspections
    • Registered Sex Offender
    • Sage - Master Chart of Accounts
    • Seasonal Rate & Implementation
    • SSC Photo Guide
    • Startle Music Service
    • Weekly Accounting Process
    • VenueSumo
      • Training Videos
  • HR
  • Marketing
    • 2025 Themed Months
    • Birdeye
    • Social Media Posting
  • Communication
    • After Hour Phone
    • Communication Flow
    • SSC Call Flow Process & Policy
    • SOP Roll Out Process
  • Maintenance
    • Electrical
    • Jumping Pillow
    • Lock Out Tag Out
    • Off Season Energy Conservation!
    • Pre-Arrival Site Check
    • Post Departure Site Check
    • Pre-Operational Inspections
    • Propane
    • Pool
    • Riverside Retros
  • Front Desk/Housekeeping
    • End of Shift Cash Closing
    • Arcade Reimbursement
    • Golf Cart
    • Binocular Rental
    • Bounced Check Collection
    • Employee Discount
    • After Hours Check In - W/ & W/out Reservation
  • Safety/Guest Interaction/IT
    • Arcade Reimbursement
    • Blocked Guest
    • Chemical Storage
    • De-Escalating Upset Guest
    • Google Review Cards
    • Managing Impaired Guest
    • Safety Data Sheets
    • Spam Email Anatomy!
Property Management
  • Table of Contents
  • 2025 Checklists & Guidelines
  • 2025 Seasonal Sales Process
  • Quick Access Links
    • Support Numbers
  • GM Operations
    • Annual Inspections
    • Campground Sign Replacement
    • Camp Store Best Practices
    • CapEX Process & Oversight
    • Constellation of Success
    • Contractor Waiver of Liability
    • Cosmic Camper Referral Program
    • Cosmic Cleaning Checklist
    • Day Passes
    • End of Season/Off Season Operating Guidelines
    • Equipment and Vehicle Oversight
    • Field Level Property Inspections
    • Guest Experience
    • Guest Referral Program
    • How to Test WIFI
    • Incident Reporting
    • Issuing Refunds Via Check
    • Key Log Accountability
    • Licensing Process
    • Mission Retail
    • New Users (Newbook & Venmo Sumo)
    • Onsite Cash Handling
    • Property Expense Approval Process
    • Property Inspection Report
    • Requesting SSC Certificate of Insurance to Vendors
    • Purchase Order (Store)
    • Receiving/Finalizing Purchase Order
    • Regional Property Inspections
    • Registered Sex Offender
    • Sage - Master Chart of Accounts
    • Seasonal Rate & Implementation
    • SSC Photo Guide
    • Startle Music Service
    • Weekly Accounting Process
    • VenueSumo
      • Training Videos
  • HR
  • Marketing
    • 2025 Themed Months
    • Birdeye
    • Social Media Posting
  • Communication
    • After Hour Phone
    • Communication Flow
    • SSC Call Flow Process & Policy
    • SOP Roll Out Process
  • Maintenance
    • Electrical
    • Jumping Pillow
    • Lock Out Tag Out
    • Off Season Energy Conservation!
    • Pre-Arrival Site Check
    • Post Departure Site Check
    • Pre-Operational Inspections
    • Propane
    • Pool
    • Riverside Retros
  • Front Desk/Housekeeping
    • End of Shift Cash Closing
    • Arcade Reimbursement
    • Golf Cart
    • Binocular Rental
    • Bounced Check Collection
    • Employee Discount
    • After Hours Check In - W/ & W/out Reservation
  • Safety/Guest Interaction/IT
    • Arcade Reimbursement
    • Blocked Guest
    • Chemical Storage
    • De-Escalating Upset Guest
    • Google Review Cards
    • Managing Impaired Guest
    • Safety Data Sheets
    • Spam Email Anatomy!
  • More
    • Table of Contents
    • 2025 Checklists & Guidelines
    • 2025 Seasonal Sales Process
    • Quick Access Links
      • Support Numbers
    • GM Operations
      • Annual Inspections
      • Campground Sign Replacement
      • Camp Store Best Practices
      • CapEX Process & Oversight
      • Constellation of Success
      • Contractor Waiver of Liability
      • Cosmic Camper Referral Program
      • Cosmic Cleaning Checklist
      • Day Passes
      • End of Season/Off Season Operating Guidelines
      • Equipment and Vehicle Oversight
      • Field Level Property Inspections
      • Guest Experience
      • Guest Referral Program
      • How to Test WIFI
      • Incident Reporting
      • Issuing Refunds Via Check
      • Key Log Accountability
      • Licensing Process
      • Mission Retail
      • New Users (Newbook & Venmo Sumo)
      • Onsite Cash Handling
      • Property Expense Approval Process
      • Property Inspection Report
      • Requesting SSC Certificate of Insurance to Vendors
      • Purchase Order (Store)
      • Receiving/Finalizing Purchase Order
      • Regional Property Inspections
      • Registered Sex Offender
      • Sage - Master Chart of Accounts
      • Seasonal Rate & Implementation
      • SSC Photo Guide
      • Startle Music Service
      • Weekly Accounting Process
      • VenueSumo
        • Training Videos
    • HR
    • Marketing
      • 2025 Themed Months
      • Birdeye
      • Social Media Posting
    • Communication
      • After Hour Phone
      • Communication Flow
      • SSC Call Flow Process & Policy
      • SOP Roll Out Process
    • Maintenance
      • Electrical
      • Jumping Pillow
      • Lock Out Tag Out
      • Off Season Energy Conservation!
      • Pre-Arrival Site Check
      • Post Departure Site Check
      • Pre-Operational Inspections
      • Propane
      • Pool
      • Riverside Retros
    • Front Desk/Housekeeping
      • End of Shift Cash Closing
      • Arcade Reimbursement
      • Golf Cart
      • Binocular Rental
      • Bounced Check Collection
      • Employee Discount
      • After Hours Check In - W/ & W/out Reservation
    • Safety/Guest Interaction/IT
      • Arcade Reimbursement
      • Blocked Guest
      • Chemical Storage
      • De-Escalating Upset Guest
      • Google Review Cards
      • Managing Impaired Guest
      • Safety Data Sheets
      • Spam Email Anatomy!

2025 Seasonal Sales Process

Cosmic Camper Referral Program

2025 Seasonal, Winter Seasonal, & Monthly Referral Tracker

2025 Seasonal & Monthly Interest Forms

 

Seasonal Site Sales Process 

Summary 

The Seasonal Site Sales Policy is designed to effectively manage the process of attracting, securing, and retaining customers who wish to rent sites on a seasonal basis at participating Spacious Skies Campgrounds. This process outlines the steps and strategies to ensure a smooth and successful seasonal reservation process, enhancing guest satisfaction and loyalty.  It also provides a structured approach to managing these seasonal site rentals, allowing us to maximize occupancy, rates and foster long-term customer relationships. 

Approved Seasonal Camping Unit Criteria 

  • Camping unit can be no more than 10 years old 

  • Requests to bring in camping units older than 10 years of age must follow these steps: 

  • Customer must email 4 photos (one of each side of the camping unit) with all slides out to the CSR that they are working with 

  • Photos are delivered to the General Manager   

  • General Manager OR Regional Director will review the photos to ensure that the unit meets our standards  

  • Customer will be notified of our determination within 24 hours of receipt of photos 

  • Standards for units older than 10 years of Age 

  • Exterior must be well maintained and MUST NOT show any of the following 

  • Chipped paint 

  • Fading 

  • Rust or Corrosion 

  • Broken Windows  

  • Broken Window Coverings 

  • The roof and seals must be properly maintained and show no signs of wear and tear in the photos. 

  • Inoperable Slides   

 

Contacting Spacious Skies Campgrounds 

To inquire about seasonal site availability, our guests have two convenient options: 

  1. Via the Website: Potential guests can easily reach out through the campground's website, where they can find contact forms, email addresses, and additional information. 

  1. Online contact forms will be delivered directly to the Camper Care Team. 

  1. Contacting Our Onsite Team Directly: Guests can also directly contact the onsite team for assistance with the sales process via telephone or in person when they are onsite. 

Lead Tracking 

We utilize a Customer Relationship Management (CRM) program housed within our reservation software to track seasonal interest.  The following is the process and policy for adding and managing customer information within the system.  These steps apply to all Camper Care and Onsite team members (Customer Service Reps – CSR's) who interact with a potential seasonal guest. 

  1. A customer contacts SSC, using one of the above methods, expressing interest in a seasonal site. 

  1. Team Member immediately searches the CRM to see if the guest has been previously set up.  If not, move to the next step. 

  1. Guest information is immediately logged into the CRM by the team member who interacted with them by utilizing the online form 

  • Date 

  • Guest Name 

  • Telephone Number 

  • Email Address 

  • Mailing Address 

  • Campground they are inquiring about 

  • How did the customer hear about us? 

  • Are they currently seasonal campers? 

  • If so, where? 

  • Why are they looking to make a change 

  • Have they stayed with us before? 

  • If so, where? 

  • If so, when? 

  • Year of Unit (year of mfg) 

  • Size of Unit (length of camping unit) 

  • Type of Unit  

  • Travel Trailer 

  • Toy Hauler 

  • Fifth Wheel 

  • Class C 

  • Class A Motorhome 

  • Destination Camper  

  • ETA for arrival as a seasonal guest 

  • NOTE:  Arrival dates would be in-season 

  • Coordination for new seasonal guests wishing to drop their unit off before opening day would be needed with the onsite team. 

  • Guests wishing to drop off during the off season are subject to paying the full winter storage rate 

  • Detailed notes are to be left in the comments section including the date and the initials of the CSR interacting with the customer. 

  • EXAMPLE: 

  • 8/22/2024 - Spoke with Alice Smith regarding her interest in joining us as a seasonal guest at SSAP for the 2025 camping season.  She has stayed with us previously at SSAP and really enjoyed her time.  She and I reviewed the seasonal rates, the reservation process, and the map and discussed the sites available.  She is interested in site #5.   She needs to speak with her husband and asked me to send her a seasonal package to review.   I emailed a sample package as soon as we hung up.  I told her I would contact her within the next couple of days to follow up with her and invited her to call us with any questions she might have.   

  • This is where you will fill in site tour information and any intercompany communication as well. 

  • EXAMPLE:  

  • 8/23/2024 - Coordinated with onsite team and scheduled an onsite visit to Woodland Hills for 2:00 pm on 8/25/2024.  Meeting with General Manager 

  • Set follow-up date in the calendar and ensure that notifications are turned on. 

  • Set a notification for the next scheduled follow-up. 

 

Inter-Company Communication 

Communication Flow Camper Care/Onsite Team 

  1. Camper Care receives Information Request Form 

  1. Enters customer info into the CRM and makes initial contact 

  1. Ensures that the customer’s camping unit meets company guidelines as described above 

  1. Supplies Customer with the following 

  1. Campground Information 

  1. Seasonal Rates 

  1. Available Sites 

  1. Sample Site Agreements upon request 

  1. Updates CRM with notes 

  1. Notifies onsite Team that they have a Hot Lead 

Customer Requests a Property Tour 

  1. Camper Care Rep notifies and works with the General Manager to schedule a time for the customer to tour the property 

  1. Once the tour is scheduled, the customer is handed off to the General Manage for next steps in the sales process 

  1. GM contacts the customer and introduces themselves 

  1. Confirms the appointment 

Customer Books their Site During the Property Tour

 

  1. CSR ensures that the customer’s camping unit meets company guidelines as described above. 

  1. Onsite team member sets the reservation 

  1. Emails the seasonal packet to the customer via NewBook 

  1. Signed contract and Guest Information Form is received from the customer 

  1. Onsite Team Member collects the initial payment. 

  1. Customer profile is documented and closed out in CRM 

  1. Onsite Team Member notifies Camper Care 

  1. Guest Name 

  1. Site Number 

  1. Announcement made via All Seasonal Sales Chat on Teams 

Customer is Ready to Book at First Contact with Camper Care 

  1. CSR ensures that the customer’s camping unit meets company guidelines as described above. 

  1. Camper Care Rep sets the reservation. 

  1. Camper Care Rep requests a Photo of the camping unit to ensure it meets the Spacious Skies standards. 

  1. Emails a Seasonal Packet to the customer via NewBook 

  1. Signed contract and Camper Information Form is received back from customer 

  1. Camper Care Rep calls the customer and collects their initial payment. 

  1. Camper Care Rep sends a message to the General Manager notifying them of the following 

  1. New Guest Name 

  1. New Guest Site Number 

  1. Camper Care Rep announces Seasonal Sale Via Seasonal Sales Chat on Teams 

Timeline for Follow-Up 

Timely and consistent follow-up is imperative to our success with our seasonal sales initiative.  What follows are the company’s expectations for frequency and type of follow-up with all customers.  All follow-up efforts must be documented within the comments section of the CRM.  All customers should have at least 7 touchpoints before closing them out as a Stale lead. 

  • All telephone and emailed inquiries are to be responded to within 24 hours of receipt either by telephone or by email if a telephone number is not available. 

  • No Answer to telephone call – Introductory email is to be sent via Outlook 

  • 1st Telephone Interaction 

  • Thank you email and any requested documentation are to be emailed the same day. 

  • Set follow-up call for 72 hours 

  • Close out lead if customer indicates not further interest 

  • 72 Hours – Contact customer via their preferred method of communication 

  • Set follow-up call for 5 days later 

  • Day 9 – Contact customer via their preferred method of communication 

  • Set follow-up for 5 days later 

  • Day 14 – Contact customer via their preferred method of communication 

  • Set follow-up for 5 days later 

  • Day 19 – Contact customer via their preferred method of communication 

  • Set follow-up for 5 days later 

  • Day 24 – Contact customer via their preferred method of communication 

  • If customer has not responded to any of the follow up efforts, the lead should be closed out as “Stale” 

Closing Out Leads in the CRM 

Leads should only be closed out if the following has occurred: 

  1. The customer reserved a site, returned their paperwork and paid their deposit. 

  1. Reason:  Sale 

  1. The customer has stated that they are no longer interested. 

  1. Reason(s) Price; Went Elsewhere; No longer interested 

  1. It is important that we expand upon the reason selected in our notes within the Lead Tracking system. 

  1. The customer is non-responsive.  This can only be utilized after 7 points of contact have been made with no response. 

  1. Reason:  No Response from Camper 

And last, but not least of all, CELEBRATE YOUR WINS!  Make sure that you shout out your closings on the Seasonal Sales Chat in Teams so that the entire Cosmic Crew can join you in a CELESTIAL CELEBRATION!!  GO TEAL TEAM!!! 

                                                                                                   Cosmic Camper Referral Program 

Summary 

A guest referral program is a strategic marketing approach designed to leverage the enthusiasm of existing customers to bring in new guests.  By encouraging current patrons to refer friends or family.  Spacious Skies Campgrounds can provide rewards and incentives to foster greater brand loyalty but also harness the power of word-of-mouth recommendations.  Below is an overview of Spacious Skies Campground’s Cosmic Camper Referral Program.    

Incentives 

Incentives in a guest referral program will vary depending upon the type of referral which have different levels of value, effort and engagement.  These incentives may also change to align with the specific nature and success of each referral and the seasonality of the property. 

Marketing The Program 

  • Email Campaigns:  

  • Objective: Remind current guests about the referral program. 

  • Action: Send regular emails, especially following positive experiences (e.g., after themed weekends or special events). 

  • Content: Highlight program benefits and share success stories 

  • Social media:  

  • Objective: Increase awareness and participation in the referral program. 

  • Action: Post content showcasing the simplicity of the referral program.  Share testimonials from satisfied campers who have benefited from the program 

  • Platforms: Use Facebook, Instagram and YouTube for maximum reach. 

  • On-Site Promotion:  

  • Objective: Encourage guest participation through visible reminders. 

  • Action: Display posters and flyers around the campground.  Train team members to verbally remind guests about the referral program during their stay. 

  • Website Promotion:   

  • Objective: Inform visitors about the referral program. 

  • Action: Feature the referral program prominently in the “Current Specials” section of the website. 

  • Open House Event:  

  • Objective: Actively promote guest referrals. 

  • Action: Select a date and time that works well for your target audience, preferably a weekend or holiday to maximize attendance. 

  • Duration: Plan the event to last a few hours.  Provide ample opportunity for guest interaction. 

 

How It Works 

  • Referral Process 

  • A current guest refers a friend or family member to book a seasonal or monthly stay at one of our participating campgrounds. 

  • Documentation of Referral 

  • Referred guest provides us the name of the referring guest upon their initial call or visit to the property 

  • This information MUST be documented in the reservation software: 

  • Under the referring guest’s reservation 

  • Under the incoming guest’s reservation 

  • Booking Confirmation 

  • The referred guest completes their booking 

  • Incentives for Referring Guests 

  • For Seasonal Stays: 

  • Referring guests receive a campground credit that can be used for: 

  • Site Fees 

  • In-store purchases 

  • Electric Bills 

  • Seasonal Stays 

  • Receive a campground credit to be used for in-store purchases, electric bills, seasonal or monthly fees 

NOTE:  Incentive will be applied once the new guest’s account is paid in full 

  • For Monthly Stays (Reservation must be at least 60 days in length): 

  • Referring guests receive a campground credit that can be used for: 

  • Site Fees 

  • In-store purchases 

  • Electric Bills 

  • Seasonal Stays 

  • Referring guests receive a campground credit to be used for in-store purchases, electric bills, seasonal or monthly fees 

NOTE: Incentive will be applied once the new guest’s account is paid in full for the 2-month reservation. 

 

Terms and Conditions 

  • Eligibility 

  • This program is applicable only to new customers. 

  • Referral Documentation 

  • The referred guest must provide the name of the referrer during their initial call or visit to the campground 

  • Account Status 

  •  The referring guests account must be in good standing to qualify for the incentive 

  • Incentive Application 

  • Seasonal Stays: The Referral incentive will be awarded only after the new guest’s account is paid in full. 

  • Monthly Stays: The referral incentive will be awarded after the new guest completes the 60th day of their stay. 

  • Limitations 

  • Only one referral incentive awarded per transaction 

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