Stop Focusing Only on Occupancy: Why Teams and Experiences Matter More
Legacy isn't built on spreadsheets
After four days at the Campground Owners Expo (COE), one truth became crystal clear: the campgrounds that thrive long-term excel at two critical things – building strong teams and creating memorable guest experiences.
Your Team Is Your Competitive Advantage
The most successful operators at COE weren't just talking about amenities or occupancy rates. They were obsessing over team culture. These owners understand that their staff is their greatest asset in an industry where personal connection matters.
Below is a summary of my takeaways after talking with operators at the expo.
Here's what sets winning teams apart:
Empowerment comes first.
The best operators give their teams real decision-making power.
When a guest has an issue, staff members don't have to run every solution up the chain of command. They're trusted to make calls that prioritize the guest experience.
Cross-training is non-negotiable.
The top campgrounds ensure every team member understands multiple roles.
The maintenance team knows the basics of check-in.
The front desk staff understands basic troubleshooting. This creates resilience and improves guest service.
Culture eats strategy.
The most impressive operations have a clear "why" that goes beyond profit.
Their teams understand they're not just renting sites, they're creating memories.
Creating Experiences That Keep Guests Coming Back
The second major insight: The campgrounds with the highest repeat booking rates aren't necessarily the ones with the fanciest amenities. They're the ones that nail the experience layer.
The magic formula includes:
Personalization at scale.
Smart operators are finding ways to remember and act on guest preferences without making it feel automated.
Something as simple as noting that a family loves s'mores and having a kit ready at check-in can create lasting loyalty.
Or writing a hand-written welcome note that you give folks upon arrival.
Community creation.
The best experiences aren't just between staff and guests, they're guest-to-guest.
Successful campgrounds are creating opportunities for campers to connect through organized activities, shared spaces, and community events.
Community fire pits.
Food and beverage spaces.
Facilitated events and activities.
Local integration.
Instead of trying to keep guests on property 24/7, winning campgrounds are becoming basecamps for local exploration.
They're building partnerships with local businesses and becoming experts in their area's attractions.
Think nature activities.
Restaurants and bars.
And local attractions for families and couples to explore.
As the industry evolves, the fundamentals of people and experience become even more critical.
Technology should enhance these elements, not replace them.
—Alex
PS…If you're ready to master campground management, create unforgettable guest experiences, and build a thriving outdoor hospitality business, the Camping Codex is your secret weapon. If you’re ready to stop leaving money on the table, subscribe for FREE and click that button below ;)