Service Level-
Why is the work described in the service level needed?
To maintain a calm, comfortable, and welcoming environment for guests and team
members on Spacious Skies Campgrounds while addressing and managing the issues
that arise when a guest gets upset.
What is to be done?
Address and de-escalate an upset guest on your campground. The goal is to find a
resolution that satisfies the guest while not explicitly admitting fault. Approach the
situation with empathy, a problem-solving mindset, and a focus on customer service.
Operation Standards
How will the work described in the service level be done?
Separate the escalating person from others. Removing the audience eliminates the need to prove or save face. An audience can also instigate and stir up other emotions.
Deal with the situation in a calm, friendly way. Speak to the person directly, and firmly. Maintain a professional and courteous demeanor throughout the conversation. Avoid getting defensive or confrontational, even if the guest becomes emotional.
Listen and empathize with your guest. Acknowledge your guest’s anger or frustration. Use phrases like “I totally understand-let me look into that for you”
Avoid assigning blame- for instance, "It's possible that there might have been a miscommunication" or "Sometimes, issues arise due to various factors."
Continue to be empathetic but do not admit fault or take responsibility. Focus on addressing the issue. Say something like, "I'm sorry you're experiencing this situation. Let's work together to find a solution." Avoid using language that directly implicates anyone or any cause. Stick to the facts and the immediate situation.
Pivot the conversation towards finding a solution rather than dwelling on the cause of the problem. Focus on the guest's comfort and satisfaction.
Collaborate with the guest to find a resolution that suits both parties. This collaborative approach demonstrates your commitment to their well-being without admitting fault.
If the situation escalates or becomes more complex, involve your Regional Manager. They can help find a solution while you focus on finding a resolution.
If the guest interaction escalates to include the following: violence, aggression that is (without reasonable doubt) a threat to the safety of staff or other campers, or the guest is not responding to directions that affect the safety and peace of all on the campground, you may feel the need to call law enforcement.
Before engaging the police, you must be able to answer “Yes” to this question:
1. Am I making a decision that is NOT influenced by my underlying personal biases or judgements?
Before engaging the police, you must also be able to answer “Yes” to at least one of the following questions:
1. Has this person broken the law in any way? (This often requires a thorough understanding of the local, state, and federal laws.)
2. If a suspected crime has been or is being committed, is there concrete evidence? (Video footage, multiple witnesses, etc.)
3. Was an organizational policy or procedure violated? (Employees should have a detailed understanding of company policies and procedures.)
4. Is this person a disruption to customers or some aspect of the organization? Why and how?
These decisions must often be made quickly , yet handled carefully. If you have determined that law enforcement should indeed be called, remain calm, remove all others campers from the scene/ask them to return to their sites, and prepare yourself to state only the facts of the situation at hand to the officer-on-duty.
If the guest is intoxicated-utilize the steps outlined here-SOP How to Manage an Impaired Guest.dotx
After the situation has been resolved, offer to follow up with the guest to ensure their needs are met. This shows your commitment to their satisfaction.
Use the situation as an opportunity to assess if there are any areas for improvement in the campground's operations. This can help prevent similar issues in the future.
Best Practices is to always document as much as possible. Let your RM know and fill out an incident report as soon as possible while the details are fresh in your mind. SOP Incident Report.docx
When is the work described in the service level to be done and when is it not to be done?
Anytime a guest or situation dictates additional attention beyond the scope of
normal Campground Operations.
Who is to do it?
GM or AGM