Overview of Customer Satisfaction Survey
Leisure Systems, Inc has developed a Customer Satisfaction Survey in conjuction with SureVista. This survey is send to your guests after a stay to get their feedback on your resort. All parks are required to participate in this survey and the results should be incorporated as a management tool.
Throughout the summer, you will be expected to submit email addresses to the designated person on a weekly basis. These addresses will be used to send an email survey to your guests. The results of the survey will be compiled for your park at the end of the year, however you will be supplied a web link to see up to date information.
The most important characteristic that a camp-resort must excel
in is good guest relations - making your guests feel welcome.
Guest relations is not a job for management alone. Every member
of your staff, from the manager, assistant manager, desk, store
and snack Shoppe personnel, to maintenance and cleaning personnel,
should be trained in the field of guest relations.
Guest relations is a facet of your operations that you can't measure
in a cash flow analysis, or even by complaints from guests. People
don't usually complain about a lack of friendliness on the part
of management or employees. Instead, THEY JUST DON'T RETURN. They
will go where they feel they are appreciated. And in our
competitive industry, we all know that it is far less expensive
to KEEP a customer than to advertise for a new one.
Complaints can be handled, but an attitude, or a lack of friendliness,
is a sin of omission - and the consequences is in a lack of repeat
business. A warm greeting, a handshake, and a couple of minutes
of time in personal inquiry is your best edge over competition.
Every person is basically self-centered. If you take a minute or
two to inquire about a guest's job, family, or hobby, you are investing
that time wisely.
How many letters do you receive from a former guest thanking you
for your hospitality, or commenting on the friendliness of your
employees? Granted, most people won't bother - but if your answer
is "none", or only a very few, perhaps it is time you
looked into your "guest" image.
You can provide every "frill" that the customer
demands, but unless you can make that customer feel welcome and
appreciated, yours is just another camp-resort.
Everyone knows that word-of-mouth advertising is the best there
is. Guest relations must be an integral part of camp-resort management.
Don't neglect it! Each employee has a job responsibility, and the
tasks they are asked to accomplish are within the scope of this
Guest relations is an important part of that job responsibility.
The moment an employee first makes contact with a prospective customer,
guest relations begins. Some things that will produce a positive
•Employees in uniform, professional and courteous.
•Facilities neat and clean.
•Every customer personally greeted with a smile and welcome.
•Registration - front desk employees totally familiar with
camp-resort and local area.
Remember, you won't have a second chance to make that first impression.
The front desk is the operations center for your camp-resort being
the first contact upon arrival and the last stop when departing.
It serves as a center for:
•Seeking information about the camp-resort and collecting
•Making future reservations.
•Lodge a complaint or pay a compliment.
•Or, just visiting.
It is important the front desk employees and front desk be well
organized, professional, courteous and knowledgeable. Basics needed
at the front desk are:
•Camp-resort maps and rules
•Area tour information including points of interest, restaurants,
shopping, churches, RV repair centers, hair salons, auto rentals
•Notepad for messages
•Daily record/log book
•Camper comment cards
•Reservation pad and forms
•Camper passes and guest passes
•Ball point pens and markers
•Credit card slips and validation machine
•Symbols of credit cards accepted
•Camp-resort rules and rates
•Jellystone Park System map
•Camp-resort activity/special event schedules
Your customer is still only prospective at this
point. Be helpful, efficient and prompt. Remember, you are available
to provide a service.
•Clearly mark the registration area.
•Acknowledge each customer upon entering - if busy, make
eye contact, smile and extend a "Welcome, I'll be right with
•Be totally familiar with the camp-resort facilities, activities
and local area.
•Encourage re-registration at initial check-in.
•Provide hand-out packets containing camp-resort brochure,
calendar of events and activity schedule, trash bag, area information
and brochures, camp-resort coupons and camper comment card.
•Provide map or escort to campsite. If possible, escorting
a camper will avoid confusion as well as solve problems on the
spot if the site is unavailable or unfit for the unit or customer.
This will ensure the customer ends up on the site assigned or
the site suitable to them.
Employee Appearance and Relations
Employees are in contact with your campers several times each day
and the appearance they present transmits the attitude they feel
about their jobs and customers.
•Owners, managers and employees must be in uniform, with
•All must wear name tags.
•All must be clean and well groomed.
Adopt a consistent dress code/uniform that will give your camp-resort
•A positive image
•Tell campers who is in authority
•Distinction from the customer
•Inform campers who to go to for help
Each employee should:
•Greet every customer with a genuine welcome
•Be courteous, positive and helpful at all times
•Leave a lasting impression
A calling customer will get a first impression of your camp-resort
over the telephone. Always put a smile in your
Six general rules for good telephone etiquette are:
1) BE COURTEOUS
2) BE ALERT
3) BE INTERESTED
4) BE NATURAL
5) BE EXPRESSIVE
6) BE PLEASANT
Give careful consideration to how your phone calls are handled,
and how you handle phone calls yourself.
•Answer all calls promptly.
•Speak clearly and pleasantly.
•Always use a greeting (i.e.: "Good Morning, Thank
you for calling the _________ Yogi Bear Jellystone Park Camp-Resort.
This is Ann. How may I help you?")
•If busy, offer to put on hold or get a number and call
back right away. Then call back promptly.
•Personalize the conversation when appropriate (i.e.: Mr.
Smith, Mrs. Jones or "miz" if unsure of woman's status
•Record all information - always have supplies
by the phone. BE THOROUGH!
•Summarize each conversation for accuracy.
•Maintain customer's confidence and convince of your willingness
•End call courteously - regardless of purpose or customers
attitude, always thank him or her for calling.
•Always remember each person calling is important and the
call is important. Are there any other kinds?
Seeking information during the telephone conversation is very important.
•Get the caller's name and address so you can send a brochure
•Record all information.
•Try to get a commitment and firm up a reservation.
Your voice and enthusiasm can help tell the caller you really want
them as guests. By handling all calls smoothly you end up with two
good impressions - the caller and any customer
who has overheard the conversation.