RANGER, OVERNIGHT & HOSPITALITY - Resource Manual 2021 - Normandy Farms ...
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RANGER, OVERNIGHT
& HOSPITALITY
Resource Manual 2021
Nestled deep in the woods between Boston & Cape Cod, Normandy Farms is a luxury
camping destination that has been a family tradition since 1971 and widely recognized as
one of the premier resorts in the world.
FEATURED ON THE TRAVEL & OUTDOOR CHANNEL AS ONE OF THE PREMIER
CAMPING DESTINATIONS IN THE WORLD AND NAMED “WORLD’S GREATEST RV PARK”.
NATIONALLY RECOGNIZED AS RV PARK OF THE YEAR.
VOTED ONE OF THE TOP 10 FAVORITE PARKS IN NORTH AMERICA.
RECREATION LODGE
Resource Manual 2021
Nestled deep in the woods between Boston & Cape Cod, Normandy Farms is a luxury
camping destination that has been a family tradition since 1971 and widely recognized as
one of the premier resorts in the world.
FEATURED ON THE TRAVEL & OUTDOOR CHANNEL AS ONE OF THE PREMIER
CAMPING DESTINATIONS IN THE WORLD AND NAMED “WORLD’S GREATEST RV PARK”.
NATIONALLY RECOGNIZED AS RV PARK OF THE YEAR.
VOTED ONE OF THE TOP 10 FAVORITE PARKS IN NORTH AMERICA.
RECREATION
Resource Manual 2021
Nestled deep in the woods between Boston & Cape Cod, Normandy Farms is a luxury
camping destination that has been a family tradition since 1971 and widely recognized as
one of the premier resorts in the world.
FEATURED ON THE TRAVEL & OUTDOOR CHANNEL AS ONE OF THE PREMIER
CAMPING DESTINATIONS IN THE WORLD AND NAMED “WORLD’S GREATEST RV PARK”.
NATIONALLY RECOGNIZED AS RV PARK OF THE YEAR.
VOTED ONE OF THE TOP 10 FAVORITE PARKS IN NORTH AMERICA.
Section 1
Normandy Farms
Past and Present
1 2021 Generic Manual Section 1 Past and Present
Take a quick look through the Massachusetts Association of Campground Owner’s (MACO)
directory and you will see over 85 private campgrounds listed plus another 28 State Parks.
That’s over 100 campgrounds in our small state alone. Each of these parks has something
unique to offer, whether you choose to be situated alongside the banks of the Cape Cod Canal,
nestled in the beautiful Berkshire Mountains or a convenient drive into Boston, there are parks
for everyone. While some folks enjoy “roughing it”, others like to be pampered. Here at
Normandy Farms we are famous for making each and every guest feel like part of the family,
while providing our guests with a “resort atmosphere” so they can enjoy their vacation without
ever having to leave the park. If we start at the beginning, perhaps you will have a better
understanding of how others view us when choosing their vacation destination…
A Visit to the Past at Normandy Farms
Established in 1759
Francis Daniels was born June 22, 1723 in the Province of Normandy, France. While still a young
man, he entered the French Army and was assigned to the West Indies where he became an
officer. Taken sick, he spent months in the hospital before returning to duty. The move proved
premature, as he became ill once again, so he decided to return to France. The ship was
captured by Colonial privateers and brought to Massachusetts Bay Colony in Boston, where the
young prisoner was a source of income to the privateers and was imprisoned for three months.
George Hewes, keeper of the jail, spoke French, and took a liking to his young charge. He made
him aware of his brother in Wrentham, a wealthy landowner in need of hired help.
With the promise of being paid wages for his services, young Francis went to Wrentham and
lived with the Hewes family. Francis was indebted for the cost of his passage, and was 36 years
old before it was paid off and he was able to purchase property himself. The Suffolk Registry of
Deeds shows that on June 6, 1759 "William Hewes of Wrentham deeded to Francis Daniels 53
acres of land for seven pounds, 18 shillings."
Turning to the land, working with the rudest of elements, he carved a farm from the wilderness.
The land that Francis had purchased and started to farm was to be included in an area, set aside
from Wrentham and other towns, to form a new community, called Foxborough. Francis died
June 23, 1813 and was buried in the Central Burying Ground, a small cemetery outside the
center of Foxborough where Memorial Hall now stands. Years later, when Central St. was
widened, his grave was moved to Rockhill Cemetery. His gravestone can now be found on the
west hillside, facing the pond.
As the years have passed, the farm grew in acreage, and each succeeding generation has taken
its place at Normandy. From a dairy farm to chickens, then raising sheep, the family has all
worked the land first cleared from the wilderness over 250 years ago. Now the 7th, 8th, & 9th
generations are contributing to New England's finest four‐season camping resort.
A Visit to the Present at Normandy Farms
Today this former farm is a family‐oriented three season resort recognized throughout the US
and beyond for its hospitality, innovativeness, cleanliness, amenities, location and more. Our
2 2021 Generic Manual Section 1 Past and Present
commitment to our guests is what draws guests back to our resort year after year, generation
after generation.
The following highlights offer you some insight into why Normandy Farms is so special. Having
been recognized for achieving the highest industry standards, we are always aiming to improve
our reputation in the camping industry as well as to remain a good neighbor in the community.
These are all links in the “Press Room” section of our website where you can learn more about
the park and how it fits into the world of camping!
Here is a small sampling of accolades from our webpage which records achievements back to
1980 including 2003 when we were fortunate enough to be named one of ‘Travel Channel’s –
Top 7 Premier Camping Destinations in the World. Check out the rest, there are entries all the
way back to 1980.
PRESS ROOM
Good Sam 10/10*/10 | Good Sam Top 100 Parks | Woodall’s 5 W
November 2020 Normandy Farms raises nearly $15,000 for Jimmy Fund, Dana Farber
October 2020 Voted 10 Best RV Parks by USA Today
October 2020 Voted in the top 15 Dog Friendly Campgrounds!
October 2020 20 Cool Spots to go Glamping in New England
September 2020 Rachael Ray’s list of 8 America’s Coolest Campgrounds
August 2020 Best Camping by Traveling Lifestyle
August 2020 Family RVing Magazine Features Normandy Farms
July 2020 Best Campgrounds in the USA: Massachusetts
July 2020 Normandy Farms was featured on Chronicle’s “How to get out of town
while social distancing”
June 2020 Rolling On RV Features Normandy Farms
June 2020 6 TOP CAN’T‐MISS RV RESORTS IN AMERICA: MAKING THE LIST
June 2020 Normandy Farms is thrilled to be included in Boston Parent’s Favorite
Family Campgrounds!
June 2020 Normandy Farms is recognized by Insider as one of the “10 most
luxurious RV parks you can visit this summer”.
3 2021 Generic Manual Section 1 Past and Present
Point
Peak Season Strawberry Lake George Bayley’s Camping Sandy Pines
Sebago
Rates Park Papoose Pond RV Park Resort Kennebunkport,
Normandy South
W+E+S+C Preston, Waterford, Lake Scarborough, Maine
Farms Casco,
(premium CT Maine George, NY Maine 2020
Maine
site) 2020 (no cable) 2021 2020
2021
2021
Rate Rate includes
includes 2 Ad
Rate includes 2 Ad total Rate Rate includes
Rate includes
# People Rate includes 2 Ad + (Under age includes 2 Ad
2 Ad + 2 Ch
2 Ad 4 Ch 12 Free; Family of 4
others $10
ea per night
$864.92 +
Weekly $565‐801 $539 $503.40 $1043 $707 +9% Tax $740.30
9%Tax
Nightly (Sun‐ $77.14 7N + $104.5 + 9%tax
$86‐111 $80 per night $149 $104‐$115 $106 + 9%Tax
Thur) 9%Tax
Nightly $98‐123 $110 per night $105 + 9%Tax $149 $104‐$115 $106 +9% Tax $116
Weekend
The above chart will show you a comparison of our rates in relation to other popular parks in the area.
You will see that our rates are in line (or lower!) with other parks in this region offering resort‐style camping –
the rates reflect a full‐service site.
4 2021 Generic Manual Section 1 Past and Present
How the above parks compare by the Good Sam rating system:
Good Sam:
Facilities/Restrooms/Appeal
Normandy Farms 10 / 10* / 10 (highest
achievable)
Strawberry Park 7.5 / 10*/ 10
Papoose Pond 8 / 9* / 8.5
Lake George RV Park 10 / 10* / 10
Point Sebago 8 / 8.5* / 9
Bayley’s Camping Resort 9 / 8.5*/ 9
Sandy Pines 9 / 10* / 10
Good Sam Grading Criteria
RV parks receive scores from 1 (worse) to 10 (best) in three categories. Campgrounds with a 10/10/10
rating have more facilities, are better maintained, and are more visually appealing than 5/5/5 – rated
campgrounds. Less than 1% of parks or campgrounds receive a rating of 10/10/10.
What do the ratings mean?
How do these numbers work? The three‐number rating is a snapshot of the campground's amenities,
cleanliness and environment. Each of the three ratings is based on a scale from 1 to 10, with 10 being
the best.
For each of the listed subcategories, a campground may receive 1 point, a half‐point or no points. A
small percentage of campgrounds attain the coveted 10/10*/10 ratings, meaning top marks in every
category. Those will be highlighted in a special section of the print directory.
Facilities:
Evaluates the level of development of RV sites, hookups, recreation, swimming,
security, laundry services, interior roads, registration area and Internet access.
Restrooms and Showers:
Rates the cleanliness and physical characteristics of toilets, walls, showers,
sinks/counters/mirrors and floor. If a park achieves a full point in each of the
above, it receives a star (*) that indicates exceptionally clean restrooms. Also rated
are restroom’s interior construction, odor, supplies, and number of facilities,
interior appearance, exterior appearance and location as it relates to park spaces.
5 2021 Generic Manual Section 1 Past and Present
Visual Appeal:
Appraises the park's setting and site layout, function and identification of signage,
overall exterior building maintenance, noise, trash disposal, litter and debris
around the grounds and sites, and appearance of grounds, sites and entrance area.
Each campground's rating is determined by a consultant team made up of highly trained RVers
who travel hundreds of miles each year to cover the private RV parks in their region. In all, 38
teams crisscross North America, making visits to the campgrounds in their territories and taking
a complete tour of each facility to compile their report.
When the Good Sam RV Travel Guide and Campground Directory is published, consumers can
depend on a ratings system honed from million miles traveled and countless hours of
campground inspection. Over the decades, directory editors and field inspectors have factored
in insights of thousands of RVers to find out what consumers value in comfort, convenience and
enjoyment. As a result, the numbers encapsulate everything that a consumer should know
about a campground.
With a single glance at these three numbers, RVers will know how developed a park is and
whether or not it will meet the camping experience they are looking for.
6 2021 Generic Manual Section 1 Past and Present
Section 2
Why Do People Choose and use RV’s?
Explanation of Various RV’s
Resources for Campground Information
1 2021 Generic Manual Section 2 Why Do People Choose and Use RVsWhy do people choose and use RVs?
Lifestyle trends continue to spur demand for RV’s. RV owners overwhelmingly said in recent surveys that
their RV makes it easier to take more frequent weekends or mini‐vacations that accommodate today’s
busy family schedules
Flexibility and convenience – RVs offer a convenient, hassle‐free way to see America. RV
travelers enjoy the freedom and flexibility to go where they want, when they want–without the
worry and stress of inflexible schedules, advance reservations, airport lines and luggage
restrictions.
Comfort – With fully‐equipped kitchens and baths, rooms that slide out at the touch of a button,
central air and heat, TVs, surround‐sound stereos and more, today's RVs provide travelers with
all the amenities of home while on the road or at a campground.
Family appeal – RVing is a uniquely enjoyable way to travel as a family, and campouts can easily
include the family pet as well. In fact, families that frequently vacation by RV say it fosters an
increased sense of togetherness and helps improve family communication. RV owners say that
strengthening family relationships is an important factor.
Affordability – RV vacations are more affordable than travel by personal car, commercial airline
or cruise ship. Even factoring in RV ownership costs, and considering resulting tax benefits, a
family of four can spend up to 70 percent less when traveling by RV.
Lure of the outdoors – RVers can enjoy the mountains, beaches, parks, popular tourist
attractions and small towns whenever they want, without giving up the comforts of home. With
the new sport utility RVs, RV travelers can easily haul their ATVs, snowmobiles, motorcycles or
other outdoor vehicles right on board.
Versatility – In addition to travel, camping and outdoor recreation, RVs are being used year‐
round for a wide variety of other purposes, like shopping, tailgate parties at sporting events,
pursuing special interests like horse, dog and antique shows and other hobbies.
Rentals available – Renting an RV is a popular way to "try before you buy." The RV rental
business is a $191 million industry and growing, according to figures compiled by the U.S.
Census of Retail Trade.
Where do RVers travel?
With more than 16,000 public and privately owned campgrounds nationwide, RVers are free to roam
America's highways and back roads for a weekend, a week or even months at a time.
Privately owned RV parks and campgrounds are found near popular destinations, along major
tourist routes and even in metropolitan areas. These campgrounds appeal to travelers by
2 2021 Generic Manual Section 2 Why Do People Choose and Use RVsoffering a variety of activities to keep the whole family happy, including swimming pools, game
rooms, playgrounds and snack bars.
RV travelers seeking a resort atmosphere are especially attracted to the growing number of
luxury RV resorts with facilities such as tennis courts, golf courses and health spas.
Facilities at public campgrounds tend to be simpler, but usually offer a scenic retreat. Public
lands are popular for hiking, fishing, white water rafting and many other outdoor recreational
opportunities enjoyed by RVers.
What is a Recreation Vehicle (RV)?
An RV is a vehicle that combines transportation and temporary living quarters for travel, recreation and
camping. Two main categories of RVs are motorhomes (motorized) and towables (towed behind the
family car, van or pickup)
The first two pictures below are MOTORHOMES, while different types,
they all fall under that heading in our reservation program.
Class A motorhomes are generally the largest drivable RV. The Class A
motor home is a recreational vehicle built on a stripped truck chassis
where the driving compartment is an integral part of the RV interior. Class
A motor homes look like busses. They may also be referred to as a coach or
motorcoach. Previously only travel trailers and fifth wheels could be referred to as “toy haulers” but
now some Class A’s offer this feature and have their own built‐in cargo area in the back which can
accommodate motorcycles, atv’s and other motorized toys.
Class C motorhomes (sometimes referred to as a mini‐motorhome) may look
similar to a moving truck or the front of a van as they are roughly the same
size and shape, with a bed compartment over the cab area.
================
The next entry is motorized, so it could fall in the motorhome category, it is most often referred
to as a Conversion Van.
Class B motorhomes (are most often referred to as a Conversion Van, which
perhaps describes it more aptly). These motorhomes look like pop‐top camper
vans and are self‐contained but are smaller in scale compared to their big
brothers. The advantage of a conversion van is handling, and size if you don't happen to need the
interior room. They can work well for very small families who don't mind the close quarters, or ideally,
for couples who don't want the upkeep of a large motorhome. The Class B motorhome / conversion van
can also be used as a second car.
The Fifth Wheel is a towable trailer that connects to the pick up
truck directly above the rear axle by way of a special fifth wheel
3 2021 Generic Manual Section 2 Why Do People Choose and Use RVshitch. This causes several feet of the connected trailer to hang over the truck. The distinguishing feature
of a 5th wheel camper, and the thing that makes it a 5th wheel camper, is its hitch and how it hooks up
to its towing vehicle and how easily it tows due to its design.
A Travel Trailer is a non‐motorized RV designed to be towed by a pickup
truck, SUV or, for smaller units, even a car. These units offer all the
amenities of home. A Travel Trailer is probably one of the most flexible
and versatile RVs in the marketplace today. Models can include smaller
units with basic features to larger units with triple slide‐outs, two bedrooms and all the comforts and
conveniences of home. They range from a compact 13‐foot unit able to be towed with a car to 36‐foot
units requiring a pickup truck or other truck‐based tow vehicle.
Hybrid (or expandable) A blend between a travel trailer and a folding (tent) trailer. One type has rigid
sides and pull‐out tent sections (usually beds) while another type's top section of walls and its roof can
be lowered over its bottom section to reduce its height for
towing.
Vertically: On vertically expanding units, the slightly larger
top portion of the trailer slides down over the bottom half,
considerably reducing the height during transportation.
When open the trailer is expanded to full height, resembling
a traditional trailer.
Horizontally: On horizontally expanding units, tent‐like
compartments fold out from the body to create beds.
PopUp A folding camping trailer, commonly referred to as a popup camper or tent camper is probably
the most common introduction to the rv world for many families. A pop‐up is the least expensive option
and is easily towable. A person uses either a hand crank or hydraulic lift to open and lift up the top
portion of the camper and manually slides out the ends or side portions which is where the mattresses
are located.
Truck Camper are a unique RV choice. They are the only land‐based RV without wheels; yet they can be
fully self‐contained and are so versatile they can go virtually anywhere you can get a pick‐up truck to go.
Truck campers are loaded and off‐loaded to a vehicle utilizing four corner jacks which enable the camper
4 2021 Generic Manual Section 2 Why Do People Choose and Use RVsto be raised, and the truck backed up underneath. The camper is then secured to the vehicle with chains
or spring‐loaded tie‐downs. Truck campers are a popular choice for horseback riders, fishermen,
hunters, and other sportsmen as a boat or horse trailer may be easily towed. They are also quite popular
for beach camping as the chosen truck can feature 4 wheel drive.
A Teardrop gets its name from the tear shaped profile—pointed in
the back and rounded in the front. In general, teardrop trailers are
small and light, towable by large cars and SUV's. Some are small
enough to be towed by motorcycles. Most teardrop trailers are so
small that they provide only the very basics: bed, a small amount of
inside storage, and minimal external cooking facilities. Some models
are large enough to accommodate inside cooking and dining.
Tent – Undoubtedly the most affordable means of camping, and
typically the first steps into the camping lifestyle, you will see
tents from the smallest pup tent to multi‐room tents! Some
SUV’s actually can have a rooftop tent mounted on top.
Now that you have seen the different type of camping units that we host here in the park, below you
will see some examples of different camping jargon that you may hear.
Slide Out A slide out is a room that when the RV is stationery,
literally “slides out” of the inside of the RV to put that extra space of
the slide out room outside of the original space of the RV. Slide‐Out
rooms come with several different methods to move the room either
in or out. They may be operated manually with a crank or just pushed
out by hand while in the larger units, the employment of motor‐
driven cables or hydraulic cylinders accomplish the task. The majority
of larger slide out rooms have a back‐up system to crank the room in
5 2021 Generic Manual Section 2 Why Do People Choose and Use RVsor out just in case power has been lost to the hydraulic pump or electric motor.
Toy Hauler The term toy hauler is applied to both fifth wheels
and travel trailers, and it describes an RV designed to carry
”toys” —small cars, dune buggies, four wheelers, motorcycles,
etc. Distinguishing features of a toy hauler is the large door in the
back which opens down to create a ramp to be used as dedicated
garage. We would want to be conscientious when we hear of a
guest travelling with a toy hauler as that should prompt us to
inquire if they have a motorcycle.
Most of us know about Tiny Houses from what we have seen on television and while we have not had a
ton of inquiries, we do have a few each season. The typical Tiny House is between 100 and 400 square
feet and is towed just like a traditional travel trailer. A Tiny
House, once on our property, is considered just the same as
a regular camping unit, requiring whatever type of hookups
the guest requests and/or is available.
Park Model trailers, 400‐square foot cottages with peaked
roofs that sit on a
chassis and are typically placed on rented, leased or
purchased sites in a mobile home park or on private land.
When set up, park models are connected to the utilities
necessary to operate home style fixtures and appliances. The
toilet in a park model requires a septic system, like your
bathroom at home. Park models are popular with people for
use as a cottage, vacation or retirement home. We are unable
to accommodate park models here at Normandy Farms.
RV Rentals: Try It, You'll Like It
With the growing popularity of RV travel, the rental business is booming. There are now recreation
outlets nationwide renting motorhomes, folding camping trailers and other vehicles, giving non‐owners
the opportunity to enjoy the fun and freedom of an RV vacation. We have rental company information
at our work stations if a guest does inquire for outside vendor.
For someone who loves RV travel but can't commit to ownership or wants to give RVing a try before
buying, renting a vehicle is a smart way to start.
6 2021 Generic Manual Section 2 Why Do People Choose and Use RVsWhy Rent an RV?
Renting an RV is a great way for prospective RV buyers to take an RV on an extended "test drive"
with their families and belongings.
Rentals give prospective buyers the opportunity to try various types of RVs and learn from
actual experience which one is best suited to their particular needs.
When you rent an RV, you have the flexibility to make your own travel schedule as you travel in
complete comfort.
Rentals are the answer for families who already know and enjoy the RV lifestyle but don't want
the responsibility of ownership.
More than 400 national rental chain outlets, local RV dealerships and private parties offer state‐of‐the‐
art, late model year vehicles for rent. Most rental sites offer fleets of 5 to 50 vehicles and a growing
number of campgrounds, such as ours, offer on‐site rentals as well.
RV Shows
How can one gain more information about the camping lifestyle and different kinds of RV’s?
RV retail shows offer you the opportunity to see many makes and models of RVs in one location. This is
helpful when comparison‐shopping for a vehicle that will fit your travel plans and budget.
Shows are a great place to speak with dealers and other RV industry experts, including campground
representatives, who can assist you in finding the right RV and some great places to camp.
RV Directories & Websites
Another great way to learn about different campgrounds is to purchase a reference book (or explore
their website) such as The Good Sam RV Travel & Savings Guide. These are directories that give
information on parks throughout the country (listing by state) details such as park size, number of sites,
description of facilities and amenities, pet information, phone, wifi availability and more. The parks are
rated so you can choose the best one for you and your family. Here is how our listing appears on the
Good Sam website:
Normandy Farms Family Camping Resort
Normandy Farms Family Camping Resort
72 West St
Foxboro, MA 02035
(866) 673‐2767
Location: 42.04033, ‐71.28069
7 2021 Generic Manual Section 2 Why Do People Choose and Use RVsGood Sam Rating:
FacilityRating
10
RestroomsRating
10*
AppealRating
10
RV Reviews (average)EVIEWS
YOUR LUXURY CAMPING DESTINATION
Nestled deep in the woods between Boston & Cape Cod, Normandy Farms is a luxury camping
destination that has been a family tradition since 1971 and widely recognized as one of the premier
resorts in the world.
Open Apr 1 ‐ Nov 30
Last Year's Rate
$62 to $118
Card(s) Accepted
Facility
Type (RV Resort)
Dump Station
Mobile Sewer Service
Partial Handicap Access
Emergency Phone
Policies
Folding Tent Campers Allowed
Pets Welcome
Tent Camping Allowed
Sites
Total Spaces (387)
Width (40)
Max Length (60)
All‐Weather Sites (367)
30 Amp
50 Amp
Seasonal Sites
8 2021 Generic Manual Section 2 Why Do People Choose and Use RVsShaded (Mostly)
Big Rig Sites
Full Hookups (297)
Water (70)
Electric (70)
Max Amps (50)
Pull‐thrus (253)
Pull‐thru Size (40 x 60)
Back‐ins (33 x 48)
Room for Slideouts (Yes)
Site Length (60)
Patios
Fire Rings
Table at Site
BBQ at Site
Tent‐Only Sites (31)
Rentals
Safari Tent Rentals (3)
Yurt Rentals (3)
PopUp Rentals (3)
Cabin/Cottage Rentals (8)
Tenting
Overflow Area
Dedicated Tenting Area
Privacy Barrier
Covered Area w/Picnic Table
Internet
WiFi at Overnite Sites
WiFi Hotspot
WiFi at Park
WiFi at Park Supports Mobile Devices
WiFi at Park Supports Streaming
On‐Site WiFi Tech Support
WiFi Hotspots (30)
2 Devices supported per Overnite Site
345 Sites with WiFi
Other Amenities & Services
Road Condition (Good)
Road Type (All Weather)
Restroom and Showers
Laundry
9 2021 Generic Manual Section 2 Why Do People Choose and Use RVsControl Access Gate
ATM Machine
RV Supplies
Metered LP Gas
Firewood
Ice
Snack Bar
Groceries
Escort to Site
Onsite RV Service
Cable
RV Storage
Guest Services
Fishing Supplies
Golf Carts
Onsite Rentals
Restrooms
Recreational Facilities
Heated Pool
Hot Tub
Pond
Swimming
Fishing
Horseshoes
Rec Hall
Game Room
Planned Activities
Playground
Outdoor Games
Pavilion
Sauna
Tennis
Shuffleboard
Exercise Room
Nature Trails
Frisbee Golf
Pickle Ball
Recreation Nearby (within 10 miles)
Archery Range
ATV Riding
Casino
Hiking
Mountain Biking
Boating
10 2021 Generic Manual Section 2 Why Do People Choose and Use RVsFishing
Kayaking/Canoeing
Watersports
Discounts
Military Discount
Good Sam Discount
AARP Discount
Make sure you check out our website www.normandyfarms.com where you will find everything from
rates, discounts and seasonal packages, to park layout and activity schedules. Guests are able to make
reservations through our website, email and Boldchat (which means to have a real‐time conversation via
typing through a portal). You can also access our Press Room where you can learn a little more about
the impact Normandy Farms has had in the RV industry and local community, or take a virtual tour. Our
website has received national recognition, including honorable mention for website of the year. Our
website is a valuable resource of information for not only our guests, but also for our team members.
11 2021 Generic Manual Section 2 Why Do People Choose and Use RVsSection 3
The Normandy Farms Family Camping Resort’s
Gold Standard of Award‐Winning Guest Service
1 2021 Sec3 Gold Stand for HospitalityGold Standard of Award‐Winning Guest Service
MISSION STATEMENT: To provide our guests the finest services and amenities for a truly
memorable camping experience.
Since the day we opened in 1971, Normandy Farms has been committed to providing our guests
with exceptional service, the finest facilities, and an overall quality camping experience. We
pride ourselves in being the finest camping resort in New England and have been named “RV
Park of the Year” four times, designated as one of the 7 Best RV Resorts in the World, and in
2011 we were once again in the top 10, nationwide. In 2019 we were recognized in USA Today’s
top three parks in the US. Much of our success can be accredited to working together as a team
to provide the best camping experience for our guests.
In working as a team, each member will receive support, encouragement, and enthusiasm from
other team members. Both individually and collectively this enables us to provide our guests
with the very best service.
At Normandy Farms we believe:
Our guests deserve the BEST and most courteous service
Guests are real people, with feelings much like your own. Treat them as you would like
to be treated
Our guests are not “interruptions”. They are the reason why we are here, and it is our
responsibility to fill their needs
Our guests’ inquiries are always answered in a warm, friendly manner
We pride ourselves in having clean and well‐maintained facilities to offer our guests
Each one of us needs to do our part to maintain this high standard
We provide tourist information services to encourage travelers to explore the various
points of interest in our area
Every member of our team must be well informed about ALL the facilities, services, and
programs available to help assist our guests
Prompt, friendly, and courteous service will send guests on their way with a smile on
their face and a pleasant experience to remind them of Normandy Farms
Glossary of Guest Service Terminology
Two comedians can tell the exact same joke, with the same timing, and one will have people
rolling in the aisles while the other will get blank stares and an awkward silence. The joke itself
may not even be funny, but the difference can come down to a single word choice. The same
can be said for guest service – its all about the way your message is delivered.
Of course, what you do is more important than what you say. But whether it is good news, bad
news, or simply passing on information, your choice of words will have a significant effect on the
way your guest hears what you're saying, and consequently the way they feel about it and react
to it.
2 2021 Sec3 Gold Stand for HospitalityThe goal, of course, is to make your guest as happy as possible with the service experience, even
if the outcome is not exactly as they had hoped for. It is, in fact, possible for your guest to have a
positive feeling about our park even if they did not get what they want. And that is where words
make a big difference:
We are so particular that in your conversation with guests there are specific phrases that we
want you to use. Instead of a plain “you are welcome” when a guest thanks you, the correct
Normandy Farms response is “IT IS MY PLEASURE MR/MRS…...!” Also, please avoid saying “no
problem”. This infers that an issue may be at hand, again – “It is my pleasure” works great.
When a guest advises you that they are departing, you ALWAYS want to inquire as to how their
visit to the park was and to close your conversation with “THANKING THEM for visiting with us
and I HOPE YOU FIND YOUR WAY BACK TO US AGAIN”
We do not have customers, clients, or campers. We have invited guests to enjoy our facilities.
Always refer to those folks staying with us as GUESTS.
Our male guests are never “guy” or “man”. They are always referred to as GENTLEMAN and our
female guests as LADIES.
When we must explain a reason for how or why we follow a particular procedure, we NEVER say
“that’s our policy”. We ALWAYS take the time to explain the reasons we do certain things and in
conversations regarding POLICIES we always refer to them as our REQUIREMENTS. If your guest
questions you as to why we have a particular RULE, we do not have rules at Normandy Farms,
we have GUIDELINES and again, we explain the reasoning behind certain GUIDELINES.
Delivering those words in a cheerful, upbeat, and most importantly, natural manner
(appropriate to the circumstances, of course) suggests ones desire to help another. Here, then,
in no order, are some active, enthusiastic, mood‐altering, wonderfully human words that will
dramatically change the way your guest may react to your conversations.
"Delighted” “Absolutely” “Pleasure” “Happy” “Exciting” “Fantastic”
“Favorite” (as in ‘that’s one of my favorite sites!’) “May I recommend”
“Convenient for you” “You made my day!” “Completely agree” “I’m truly sorry” “
"Yes" (please refrain from saying ‘yep’ or ‘yup’)
Deliver phrases in a polite, friendly, and caring manner
“I am so sorry, I will take care of that right away, again – my apologies”
“Thank you very much, it is my pleasure to assist you”
3 2021 Sec3 Gold Stand for Hospitality“Yes sir, absolutely, I’d be happy to take care of that for you!
Tourism: The Stressful Search for Fun
This section concentrates on several effective negotiation strategies. These strategies are meant
to stop anger from becoming rage. Security professionals often use these techniques. These
same methods, however, can be helpful to almost everyone who works in the campground,
hospitality, and visitor industry. Team members, then, may want to consider the following:
Part of a team member’s success in dealing with an irate guest is how well he/she can
isolate the guest. Team members should avoid entering a public dispute. Even if the
guest is loud and semi out‐of‐control, do everything possible to allow the guest to
express his/her anger first. Even if the team member is not responsible for the situation,
still listen politely. Only after these feelings have been expressed can a team member
begin to address the problem.
Team members need to know what factors will upset/anger them. Often a problem
occurs because a visitor or guest has hit the team member’s “hot buttons”. Make sure
that everyone working with the public knows his/her own physical signs of anger. For
example, we often express anger through clenched jaws or fists, sweating, or a red,
scowling face. Team members cannot deal with another’s issues if they cannot first deal
with their own issues. During periods of tourism rage, a team member that is not in
control can easily allow a minor problem to turn into a major one.
A team member needs to focus on the issue and not on their personal feelings. The goal
is to move the dialogue along to a successful conclusion. A team member needs to seek
common ground with the guest. Team members must not allow themselves to be
sucked into an “anger whirlpool”.
Remember, there are three parts to a “dialogue”. Learn to distinguish between (1) the
facts, (2) the feelings, and (3) the presentation. Facts should be listed without passion,
expressing feelings can allow the person to let off steam, and the way that a team
member presents him/herself can even turn a travel nightmare into a pleasant memory.
Focus on the future and not on the past. Once the guest has vented, move the
discussion to what can be done to fix the problem rather than being dragged under by
past events or behaviors. Seek a solution in the here‐and‐now. Team members can
never afford to say that the problem is not theirs. Our job is to lower stress by finding
solutions – not creating more stress by making the guest feel that no one cares.
Work with the guest to seek the best possible alternative. The key word here is
“possible.” Quickly and politely dismiss unreasonable requests and move the
conversation to what, given the circumstances, is reasonable.
Speak slowly and audibly. No one can solve a problem if your speech is too rapid or
difficult to understand. The louder you are, the worse the guest’s rage will be.
4 2021 Sec3 Gold Stand for HospitalityUse simple words, and never use jargon. The use of acronyms and business jargon will
only make a bad situation worse. Avoid terms that the guest has no way of
understanding. The better you are understood, the better is your chance to serve and
keep a guest.
Make sure that your body language complements your message. What you feel inside often
shows outside. Show compassion, smile and be considerate. Remember the angry guest has
had a bad experience, is most likely tired, hungry, and frustrated. In using body language
consider the following:
Maintain eye contact with the angry guest about 60% of the time
Keep your posture open by bending just slightly in the direction of the guest. An open
posture means that the team member will lean toward the guest and when appropriate,
nod his/her head in agreement
Use acknowledging words such as “I see” or “I understand.” In most cases the worst
response is silence
Although it may sound simplistic, the mere act of smiling and looking interested in what
the other person is saying may alleviate a crisis
Team members should put themselves in the other person’s place. It is a good idea for
them to ask themselves if they would be angry were they the guest?
Finally, when facing an enraged guest, try to remember at least some of the following
points:
No two situations are alike. Judge each guest for who he/she is
Most RVers are sure they have a good reason to be angry, and were you in that
guest’s shoes, you might be angry too
Respond to the angry guest’s needs and requests, rather than reacting to his or her
anger
When dealing with enraged guests, remember that your flexibility may be a sign of
strength and not weakness
Never forget that most visitors and guests are not bad people. In most cases, they
are tired, frustrated and filled with anxiety
Sometimes situations cannot be solved so easily, and you will have to acknowledge
the error before you can effectively resolve it. Here are some thoughts on how to
graciously acknowledge errors or problems when first brought to your attention:
o When in doubt, apologize
o Apologize even when the guest does not know who goofed – even if it
wasn’t you
o Apologize and apologize BIG, even for the smallest of broken promises‐
after all, to them everything they had planned on was really a contract in
their eyes
o We empower everyone to solve problems
To maintain your credibility and the guest’s faith in us, when first being made aware of an error
or potential problem, you do not need to verbally acknowledge it or wonder out loud what
happened, do a little quick research. You can act like nothing is wrong because you may be able
to resolve the issue (especially if it is on our end) without the guest even knowing. For example,
a guest is here to check in and it appears the reservation has been cancelled. Before you alert
5 2021 Sec3 Gold Stand for Hospitalitythe guest, look up the reservation and see if there was a deposit, check to see if the site or a
comparable site is still available. You may not even have to address the fact that the site had
been let go, you can just go ahead and rebook it. This way the guest does not even have to know
an error had been made, and they will be leaving having confidence in our system and
performance.
Why Guests Quit
3% move away
5% develop other friendships
9% leave to go to a competitor
14% are dissatisfied with the product
68% quit because of AN ATTITITUDE OF INDIFFERENCE toward the guest by a team member,
owner, or manager
According to the US Office of Consumer Affairs, between 37% and 45% of guests who are
unhappy with your service do not complain, at least not to you. They tell anyone else who will
listen! Or they go elsewhere. Especially now with the Internet, they will go onto a camping
website and share their opinions with the whole world! That is not the worst of it, when you
think about the average of 13 potential guests who they will now influence with stories about
how “poor their treatment was” or how you seemed to “have no clue / be uninformed or
unsure” as to what you were doing. A company can develop a bad reputation, especially with
potential guests who have never even set foot in the door! When you think about guests in
terms of both their lifetime sales potential and their impact on others, almost anything you can
do to save or impress a guest is a bargain.
It is never okay to be curt, condescending or indifferent with a guest, remember, we are the
overhead, and they are the profit!
Typical dissatisfied guests will tell 8 – 10 people. 1 in 5 will tell 20. It takes 12 positive service
incidents to make up for one negative incident. Seven out of ten complaining guests will do
business with you again if you resolve in their favor. Resolve on the spot and 95% will do
business with you again.
Strategies for Dealing with Difficult Guest Problems
Every person is a consumer and knows from personal experience how he or she likes to be
treated when a problem arises. People prefer to do business with companies that respond to
complaints by rectifying their mistakes quickly and without argument.
The suggestions that follow can be adopted by anyone, because the key to providing high‐
quality guest service involves changing attitudes.
It all starts with a receptive attitude. When a guest complains about a product or service, he or
she is likely to be upset. The problem may have caused an inconvenience and/or damage – both
of which can push the guest’s buttons, perhaps causing them to react in a way they normally
would not.
What you do in the next minute or two will determine whether the individual continues as a
guest and whether that guest’s word of mouth will hurt or enhance the reputation of your
business.
6 2021 Sec3 Gold Stand for HospitalityMeet the complaint with understanding. If the guest is upset, keep your own temper in check.
The first thing is to realize this is a service challenge, not a personal attack. The issues to focus
on at this point are identifying the problem and what can be done to fix it. If the guest is not
precise about the nature of the problem, ask him or her to be as specific as possible.
It is essential to convey a helpful attitude right from the start. Never answer a guest’s complaint
with the words, “that is the way we do it; it can’t be done any other way; that’s the policy.”
Guests are fed up with businesses that display indifference to their legitimate complaints. When
the first thing guests are hit with is a “can’t do” or “won’t do” attitude, they get frustrated,
which in turn sets off a defensive reaction in the service giver.
Act immediately. Solving the problem is important. The longer the problem festers, the more
vulnerable you are to losing the guest’s business. The need for speed is particularly true with
guests. You can recover 95% of complaining guests and turn them into loyal guests if you can
solve their problem on the spot. That figure drops quickly, however, if the guest hears “I’ll check
with my Team Leader and call you back in an hour”. If the answer does not come in until the
following day, chances are you’ve lost that guest for good.
Make the guest happy. Every company should have its own guidelines regarding how far it will
go to satisfy an unhappy guest. However, it always makes sense to place greater value on the
long‐term relationship than on the cost of fixing a specific problem. It is better to err on the side
of being too generous to the guest rather than being too generous to yourself.
More tips for dealing with guests who seem loud, angry, or hostile:
It is not whether you win or lose – Keep Communication Open!
Quick, easy, and effective steps:
Speak softly, be polite yet firm
Always be conscious of your tone of voice
Try to isolate the guest, ask them to come to an area away from other guests.
Actively listen to their problem and respond appropriately, verbally and with action. Most of the
time, people just need a few minutes to vent and feel better just knowing you listened.
Feel – I understand how you feel about...
Felt – I have felt that way too….
Found – I have found that I can…
Action – I will do…
Time – I will take “?” long, ‐or‐ I will let you know by “?” time
7 2021 Sec3 Gold Stand for HospitalitySoothe Guests with A.S.A.P.
A acknowledge that you understand how the guest feels. You will do wonders if you
immediately say “I’m sorry that happened, let me try to fix it”
S sympathize with the guest. A simple “I can understand why you are so upset” can help
smooth ruffled feathers
A accept responsibility. Even if you did not cause the problem, it is your job to take the
blame and seek a solution
P promise to help. Tell the guest what you will do to solve the problem. Avoid excuses
such as “the computer is down” or “I’m the only one here”. This translates to “I’m not going to
help you”
I am Sorry, what can I do to make this right,
now that things have gone wrong?
The above question pertains to how we can ease a situation when things sometimes go wrong.
Guest service is fun, exciting and most of all, rewarding. Our main objective is to “wow” the
guest. We want them to leave our establishment with a smile and a powerful, positive image of
our operation.
It is unfortunate that unpleasant situations may occur. The bright side of this is that we have
solutions for these circumstances. A smile and an apology are a prerequisite to all problem
solving. Try to offer an alternative if you know we cannot grant their request. As a team, we can
turn a negative situation into something positive.
If you feel like you are in an unpleasant situation and that something should be done, check with
your Team Leader and hopefully he/she will make the guest understand that they are very
important to us and that our priority is to not only meet but exceed all their expectations. Our
goal is to have them smiling and be glad they chose Normandy Farms.
The start of every possible solution is to offer your sincerest apology and extend your empathy
with the following possible solutions. It is also important for you to inform your Team Leader of
the concern so that she may call later in day or next morning to see how the guest and situation
is doing.
The Concern:
The gate hits a vehicle, and the guest wants to know what we’re going to do about it….
and no one from Management is around
Possible Solution:
Have Ranger go to verify situation and summarize information along with guest’s site
number and length of stay, and leave the information for Mark. Let the guest know
when they should anticipate hearing from Management. The Guest Service Team Leader
will follow up to ensure that the guest has been contacted and has all the necessary
information they need from Management.
8 2021 Sec3 Gold Stand for HospitalityThe Concern:
Any complaints of vulgar language, underage drinking, cutting through sites, being run
down by bicycle
Possible Solution:
If affected guest is still in park, see if we can relocate to a better area. If the guest has
departed, the team leader or office manager will follow up. If the person causing a
distraction to other guests is still in the park and it is after hours, please send a ranger
out to the site to address the issue. If it is occurring when the Reception Center is still
open, please notify the Team Leader on duty
The Concern:
Guests who have been out sightseeing for the day return to their motor home to find
lawn chairs, outdoor carpet, etc have vanished
Possible Solution:
First check with Ranger to see if he may have put items in a secure place, or possibly
even inquire with neighbor to see if they saw anyone retrieve the items. If you are
unable to locate the items after these inquiries, your Team Leader may decide to see
what we have in our Campstore to replace the missing items.
The Concern:
Guest voices disappointment with cleanliness issues: restrooms, site dirty upon arrival,
messy fire ring
Possible Solution:
Have issue resolved right away and apologize. If issue is site or fire ring, send wood.
Team Leader will suggest to Lisa that a follow up letter is appropriate
The Concern:
The Ranger was not alerted to meet a Rental guest (it dawns on you later that you
forgot to call!)
Possible Solution:
Apologize and have Ranger go right out, send firewood later
The Concern:
Guest reports that a cooler or other item are missing from site
Possible Solution:
First, apologize that something like that happened to them. Direct the guest to the
office letting them know who the Team Leader on shift is. It is helpful for the Team
Leader to give her a call letting her know guests are on their way up with a concern.
Your Team Leader will record a description of the missing item and will call Mark to
advise them of the incident. There have been times when we have been able to recover
the items and return them to the guest. Sometimes the guest may be appeased just by
showing him/her that you take the situation seriously and are doing everything you can.
If you have been made aware of other similar situations, you do not need to share that
fact with your guest. In some cases, your Team Leader may elect to replace the item or
reimburse the guest for their loss.
9 2021 Sec3 Gold Stand for HospitalityThe Concern:
A visitor pulls up to the gate after hours and you cannot locate a pass for them
Possible Solution:
If the visitor indicates, or you get the impression that the guest was not aware they
were coming, we will not permit the visitor into the park but suggest they return in the
morning, advising them that the friend at the site must pre‐register them. If you are
trained on how to use the reservation system, you can check the guest’s reservation to
see if the visitor is in fact registered. If they are, you may print them a pass. If they are
not registered, please inform the guest that visitors are not permitted into the park
after 9 PM. Normally you would only receive push back on this if the visitor were
planning to stay over (possibly the visitor is the guest’s child who was planning to join
them). If the situation is occurring at an appropriate time (let us say before 10PM) you
would want to call the guest to let them know of an unregistered visitor. If the guest
permits you to let the visitor in, you should inform the guest that the visitor's fee will be
added to their reservation. Please have a ranger escort the visitor out to the campsite.
Get the visitors information including name, vehicle making and model, plate number
and how many adults and children are in the vehicle and add to your nightly report.
Under no circumstances would you ever let an unregistered visitor talk you into letting
them in. We do not know what someone’s intentions may be and would only permit
entry after getting permission from a parent at the site. This is mandatory.
The Concern
A camping guest arrives after 11 PM to check in
Possible Solution
First determine if the guest is camping in a camper, or in a tent. If they are camping in a
tent, please advise the guest to be as quiet as possible setting up as quiet hours have
begun. The guest should set up the minimum essentials and be cognizant of their source
of light (flashlights or car lights) shinning onto other campsites or tents. If the guest is in
a camper, we would want to ask the guest if they could park in our overflow parking
area until the morning to avoid disturbing other guests. The parking lot of the
Recreation Lodge has electric and water hook ups. This offers the guest the essentials
they would need until the morning at which point, they could move over to their
registered campsite. At times this can be difficult depending on how full the parking
area is in front of the lodge, or if the guest is adamant about setting up on their
campsite, please ask them to set up as minimally as possible and to not run their
engines very long as to not disturb other guests.
On a more positive note, there will be times when we will utilize some of the above solutions as
recognition for a special event in our guest’s lives, like a birthday, anniversary, illness, good
deed, etc. You are encouraged to take note of special things and acknowledge with a balloon
bouquet, wood or some other small token. We also now have Happy Birthday and Happy
Anniversary signs that we can post at the site. Be conscious when a guest mentions a special
event taking place during their stay so that we can let them know we are thinking of them.
Think about it, a guest is loyal because they trust you – they do not know how things work
behind the desk, nor do they care. All they expect is that you will take their information
correctly, take the appropriate amount of money the first time and ensure them a hassle‐free
10 2021 Sec3 Gold Stand for Hospitalityvacation. We do not want to see them in the Reception Center again because we did not collect
the right amount of money the first time, we do not want to call them to confirm their
departure date when three other GSR’s have already called them. We need to get the right
information from the get‐go, we need to document when we have had to follow up on
something and we need to graciously apologize when we have screwed up. We need to respond
in a concerned and caring manner. We need to listen and respond with empathy and respect;
we need to initiate the stages of problem solving. We may need to keep the guest informed with
our progress, and to follow up on each measure taken to resolve the problem. We need to make
the guest feel like an important and valued friend. Just like a friendship in your life outside of
work, your relationship with your guest should involve the same building and maintaining skills
Guest concerns and complaints must be addressed immediately. In doing so, please always
remember to deliver your message consistently with established Normandy Farms protocol so
all guests hear the same information – delivered in the respectful way we have been trained.
Always approach a guest in a polite and respectful manner. Your goal is to have your guest
follow the requests you are making. Using your best skills will help you to have a successful
outcome. Complaining guests are looking for a resolution of what they see as a conflict. They
may want something fixed, an apology for slow service, or restitution for what they consider a
shoddy or disappointing site or stay. They want justice, and justice delayed really is the same as
justice denied. Too little, too late. Besides, every hour that you delay in setting things right is
another hour for your guest to stew in his anger, and another opportunity for him to tell
someone else about how awful he has been treated. In other words, a delayed response says,
“we don’t care”.
Make helping the guest the top priority in your job.
The greatest guest you will ever win:
The greatest guest you will ever win is you! People are far more persuaded by the depths of
your beliefs and emotions than any amount of logic or knowledge that you possess. People do
not care how much you know until they know how much you care about your service and them.
We are ruled by our emotions. Emotions are contagious. Know what you are doing, love what
you are doing and believe in what you are doing.
Act the way you want to feel and soon you will feel the way you act.
Put yourself in a glad emotional state
Never tell the guest your problems. “How may I help you? Glad to see you again.”
Act as if you are the only personal contact that the guest has with the company and
behave as if the entire company’s image depends on you
Use both logic and emotion to win and keep your guests
Use the problem‐solving approach to move guests from mad, sad, or scared to glad
Open an emotional bank account with each guest. Give your guest positive strokes:
1) Develop a genuine interest and admiration for your guests. Let them talk at least 50% of
the time.
2) Recognize and praise guests for what they want to be recognized and praised for. Make
it sincere and specific.
11 2021 Sec3 Gold Stand for Hospitality3) Put them at ease and establish rapport. Smile, relax, good eye contact, use your guest’s
name, and mirror your guest’s behavior.
4) Use humor where it is relevant and appropriate.
5) Let them know that you are thinking about them. Acknowledge a special event,
birthdays, anniversaries, etc.
The guest’s perception is everything. It is not the quality of service that you give but the quality
of service that the guest PERCEIVES that causes them to come back (and bring friends!).
What the guest perceives is reality to them. Perceived service quality is the difference between
what they get and what they expect.
The five best ways to keep your guests coming back:
Be reliable, consistent performance is what guests want most
Be credible, credibility brings guests back
Be attractive, look neat, polished, and professional
Be responsive and accessible, available, and willing to help guests, reach out to your
guest
Be empathetic, put yourself in your guest’s shoes
What can we do that we are not doing now to win more guests?
Your guest will get better when you do.
You never get a second chance to make a good first impression.
Being involved is guest service.
Why give good service? You get good feedback.
People love to get strokes. Do not give plastic strokes. Commit yourself to love your job.
Make your job fun and enjoyable. Your job will never be more than you think it is.
Do you strive to become better each day?
While you must work, why not enjoy it? Do the best that you can, challenge yourself to
be outstanding.
You help your guests when you believe in yourself.
Do more than the minimum and you will communicate that to your guests.
You communicate not only with your voice, but also with your body language.
Greet guests by their name.
The way you react to guests is more important than all the advertising the campground
does.
Make guests feel good about you.
Ask questions of the guest.
Telephone Etiquette
It goes without saying that the first impression a guest receives is the most lasting. Often, the
first impression our guests receive of Normandy Farms is via the telephone when they call to
make their reservations. You, therefore, play a major role in creating a favorable impression that
encourages people to want to visit with us. As part of our goal to improve our guest service
skills, all phone calls are recorded. Please keep this in mind.
12 2021 Sec3 Gold Stand for HospitalityYou can also read
