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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
    • 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
    • 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
      • 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!

Managing Impaired Guest

Service Level-

● Why is the work described in the service level needed?

To help provide an enjoyable and safe camping experience for all guests and staff on the campground property.

● What is to be done?

  Provide guidelines to managers and team members on how to properly identify and deescalate impaired guests.

Operation Standards

● How will the work described in the service level be done?

  Signs of Impairment

1. Judgement

  -Annoying others, inappropriate jokes, drinking faster, foul language, unacceptable behavior, driving while impaired

2. Inhibitions

  -Loud, overfriendly, relaxed, mood swings, argumentative

3. Reactions

  -Lose train of thought, glassy eyes, slurred speech, forgetful, unresponsive

4. Coordination

  -Stumbling of falling, swaying, asleep, dropping things, fumbling

  Assessing Guests

  Level One – Drinking Responsibly

  Guest is consuming alcohol responsibly

  Level Two – Potential or Borderline Impairment

  Guest is showing some signs of impairment, and you are concerned

  Level Three – Definitely Impaired

  Guest is not consuming alcohol responsibly, including underage drinking

  Intervention Guidelines

1. Bring a buddy

  Never attempt to intervene in a situation alone.

  Have another team member present as a witness.

Announce your presence.

2. Avoid Escalation

  Be sure to gauge what level of response is necessary to address the situation.

  Attempt to bring the exchange down a level by talking privately with a guest.

  Maintain a safe level of distance between yourself and the guest.

  Always use a tone just below the one the guest it using.

3. Make clear statements

  The guest needs to understand what your are saying and what you want them to do to resolve the situation.

  Speak directly to the point to avoid any confusion.

4. Use first person “I”

  Taking responsibility can help maintain control of the situation.

“You” statements can quickly make a guest defensive and angry.

5. Be non-judgmental and unthreatening

  Choose language carefully to not offend a guest.

  Never state to the guest they are “drunk” or “intoxicated.”

6. Provide reasons for your actions

  When talking with an impaired guest, state facts and reasons for your actions.

  State supporting company policy in the terms and conditions in your decisions.

7. Use indirect strategies

  Monitoring the campground throughout the day will help identify potential problems early, before they reach a breaking point.

  This is the responsibility off all staff and management.

  Staff presence can help deter bad offenders.

  Talk with guests throughout the day

  Encourage guests to participate and enjoy campground activities and amenities.

Remind guests to stay hydrated.

8. If the de-escalation attempt goes poorly

  If the guest begins to become aggressive or aggravated, keep your body language and tone calm.

  State your expectations and failure of compliance clearly and directly and then leave the area.

  Remove yourself from any situation if you feel there is a threat of violence.

  Tip: If a guest is asking for reasons for your actions or wants to continue the conversation, happily invite them to the camp office the following day to discuss the situation further.

9. Follow Up

  After a discussion has been made with an impaired guest remember to check to see how the situation has progressed.

If the guest senses you will not check-back, the situation will go unchanged.

If a second conversation is needed, reengage the guest and state your expectations and failure of compliance clearly and directly.

  Call the local authorities

  If a situation has escalated to a level beyond control.

  If there is repeated guest disturbance after de-escalation attempts have been made.

  Any level of hostility, violence or threat of violence.

  Any act or threat of vandalism.

  Document any situation with a guest for future reference.

When is the work described in the service level to be done and when is it not to be done?

  When guests, management, staff have reported signs of impairment with another guest.

  After public disturbances.

  After complaints from guests or the public.

Who is to do it?

  General Manager PLUS

  One additional staff member

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