On this episode of MC Fireside Chats, sponsored by Fireside Accounting, industry experts discuss the changes and innovations in the outdoor hospitality industry, as well as the concept of experiential hospitality.
We were joined by Randy Hendrickson, Founder & CEO of United Park Brokers; Sandy Ellingson, an RV Industry Consultant; Scott Foos, CEO & Owner of Horizon Outdoor Hospitality; and Ivar Mensink, Camping Dreams.
The group opened the discussion by asking what’s the latest trends in the outdoor hospitality industry, with Randy mentioning that it will see amazing changes in the next 24 to 36 months.
Randy said that many different factors like the emergence of different types of consumers, inflation, supply chain disruptions, and technological innovations have already forced the industry to change today.
He added that many smart investments that have been sidelined before the pandemic will help many hotel and outdoor hospitality operators change and adapt to today’s time, leading to many changes in key components of the hospitality industry as a whole.
The group said the hospitality and outdoor hospitality industry adapting to the changes by taking in the best practices of both sectors, working side-by-side, and not replacing each other. They described the change as “Experiential Hospitality.”
MC Fireside Chats Co-Host Cara Csizmadia said experiential hospitality is completely consumer-driven, where the industry shares solutions and best practices to improve the experience of specific types of consumers.
Sandy said it all goes back to who is the operator’s customer, catering their park’s or resort’s experience to that specific guest.
She said the term “camping” almost needs to be redefined since one cannot just say they are going camping anymore. Today, it could mean going to a big resort with high-end RV accommodation or traditionally going to forests and setting up tents.
Scott said operators need to understand who is their guest demographic. Today, guest profiles have numerous subsets that operators need to communicate with them to provide the specific experience they want, from innovative amenities to traditional experiences.
Randy gave an example about experiences of guests in the hospitality industry, where hotels and motels in the 60s can all be found on the roadside, which eventually became out of touch with the diversifying guest demographics.
Eventually, the emergence of the outdoor hospitality industry brought in experiences that are unique and new to the consumers. Experiential hospitality and boutique hotels brought specific experiences that were given thought by the operators to identify with a specific guest.
For operators to thrive in changing times, Randy said it is important for them to have a paradigm shift or change in thinking, and start re-evaluating what customers are looking for in a campground or RV park to change their operations for their benefit.
MC Fireside Chats Co-Host Brian Searl also said that technology is changing the game of the industry. He mentioned software like live chat, UPMS, and other innovations that campsites can use to provide convenience to consumers and make it easier for the staff.