Level 1 – Creating Intent

Level 1 is designed to start the fire and ignite your thinking about working on your business rather than always working in your business. This program dives into:

Outdoor Hospitality 101

• components of outdoor hospitality and how they apply to campgrounds
  camping’s contribution to tourism
• models of campground ownership
• breakdown of park operations and how they contribute to your success
• staff teams and their role in park operations and success
• camper demographics and trends
• resources for growth

Grounds Infrastructure

• fundamental operations of hydro, water, and septic systems
• hydro recovery billing requirements
• regulatory and recordkeeping requirements
• troubleshooting strategies

Paperwork and Regulations 

• how paperwork protects your business and campers
  paperwork that is critical to your success
• the annual documentation cycle that protects you from CRA and LTB issues
• deep dive into critical documents, including the License of Occupation and Waivers
• regulations and privacy concerns related to paperwork

Customer Service 101 and 201

• what do campers want and need from a service interaction
• customer service techniques for engagement
• the role of managers and leaders in customer service
• service breakdown recovery strategies
• leading your team and campers to service success

Managing vs. Leading

• the role and responsibilities of each in campgrounds
• leading and managing your team and campers
• emotional intelligence
• leadership styles, challenges, and roadblocks
• techniques and strategies for successful leaders

Activities and Events

• the difference between amenities, activities, and events
• the value of recreation to the camper experience
• record keeping risk management in outdoor hospitality
• event planning

Level 2 – Managing with Purpose

Level 2 takes you on a journey from working on your business to actively managing all aspects of your business. Building on the skills learned in Level 1, this program digs deeper into:

Business and Systems Audit 

• building out your mission, vision, and core value statements
• investigating your culture and brand
• performing a market analysis and the value of data-driven decisions
• performing a camper audit
• auditing your teams and systems to optimize your operation

Workforce Development 

• the components of workforce development
• building a complementary team
• key hiring practices
• marketing your campground to prospective employees
• conducting interviews
• providing feedback
• required documentation

Fundamentals of Training

• how adults learn
• learning styles and strategies
• teaching methods
• planning a training event

De-escalation and Conflict Resolution

• how do situations escalate
• the emotional connections to escalating situations
• how to defuse tense situations
• when does escalation turn into conflict
• conflict resolution techniques
• documentation strategies

Financial Statements

• what financial statements are important to your business
• how and why you want to analyze the figures
• making data-driven decisions

Professionalism

• the aspects of professionalism and how they play out in a campground setting
• how to showcase your professional approach in the operations of your campground
• communication strategies
• how to manage your culture to promote professionalism

Level 3 – Strategic Planning

Level 3 gives you the skills to ensure success over the long term.With a focus on strategic decision-making and planning, this program stretches your thinking into the future of your business. Modules include:

• Marketing Strategies
• Financial Planning for Growth
• Disaster Management
• Strategic Growth Plans
• Psychologically Safe Workplaces
• Government Relations

Instructor Training

• Learner-Centred Teaching
• Adult Learning
• Learning Styles
• Facilitation Skills
• Reflective Practice
• Course Delivery – Level 1