In Sixty Minutes
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Making the most of the crucial first hour of camp
Noisy, half-nervous kids in crowded registration lines gather with their
parents under the intense summer sun. Energetic program staffers greet
other youth as they bound out of cramped cars. They're ready for the first
hour of camp—but are you?
It's impossible to overemphasize how important the initial moments at
summer camp are. A great experience can set the camper up for an
energized week, ward off homesickness, and grant security. A smooth and
efficient process will leave the parents confident that you will care for their
children while providing fun and lasting memories.
A great opening day requires the involvement of every department at your
camp—program, marketing, guest services, and site/transportation—plus a
detailed plan written weeks, if not months, in advance to ensure that staff,
facilities, and equipment will be ready. Have goals and objectives for
campers and parents, and then set out to accomplish them with a
vengeance.
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Think Ahead
Begin by doing everything that can be completed in advance of the campers'
arrival. When we at SpringHill Camps cut the financial transaction out of the
process, we reduced the check-in time fourfold. Collect all fees, spending
money, and health information in advance, by mail or online. Communicate
times for arrival, directions, and information about the on-site process, as
well as cabin assignments, if possible, in the confirmation packet. This allows
misunderstandings to be worked out prior to the big day. Also, obtain details
about kids with special needs, and make any preparations necessary to serve
them.
Deploy your whole army of personnel with specific assignments for cleaning,
such as picking up litter, emptying trash cans, and stocking paper products.
The camp should never look better than it does on opening day.
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When the campers and parents do arrive, you only get one chance to make a
positive first impression. Start down the roads with great signs, colorful
banners, or balloons. At SpringHill Camps, we put greeters on horseback at
several points along the drive into camp. As parents and campers pull up to a
first stop, have greeters approach the car, welcome both adults and kids, ask
them a question, and get them laughing. If it's a hot day, staff can spray
them with a squirt gun or give them Popsicles. We hand them a marker and
color-coded luggage tags to fill out while in line for the unloading area.
Whenever there's a chance they will wait, occupy them with a task or some
entertainment.
If your campers travel on buses, don't take their arrival any less seriously.
Greet them at the gate, board the bus, and start the fun while coming in.
Carry their luggage, and have refreshments, nametags, videos, and banners.
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People and Cars
Having parents continue driving until their children reach their cabins is
destructive to the environment and the atmosphere and a safety hazard.
Direct the cars to an area where staff members will tag each bag with the
camper's name and housing area, and then put each in a pile designated for
a cabin. A tent, pavilion, or even tarps will protect gear on rainy days. While
families are completing check-in, have a luggage truck distribute the bags so
they are there when campers arrive.
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Check-in Savvy
The check-in area should be festive and exciting, setting the tone for the
session. If you have a theme, use it. Last year, we hailed guests with a
hysterical barrage of "pirate" banter. Use music, mimes, puppets, or other
entertainment. Bring animals from the petting farm, or snakes and turtles
from the nature center to the check-in area for siblings and parents to
enjoy.
Check-in is the place to have videos playing that showcase the activities the
parents won't get to see, refreshments, literature about upcoming events,
and several greeters to answer questions. It's not inappropriate to have a
display with information about your capital campaign, as long as viewing is
optional.
Check-in must also be organized. If possible, arrange for multiple lines and
have guests do everything at one stop. Ensure registrars engage the child as
well as the parent. We give the camper and the parent each a slip with the
child's housing unit and counselor so they don't have to remember it. Design
a system that enables you to collect meds, special foods, and medical
information with both efficiency and sensitivity to parents.
Nametags are a great touch. At the very least, your registrars and medical
staff need them. Both staff and volunteers should wear a uniform T-shirt.
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Gentle Goodbyes
A two-stage goodbye after check-in has proven, for us, to be a kinder,
gentler separation for both campers and parents. We send the kids off on a
fire truck or other fun mode of transportation to their housing areas. As
parents follow on slower-moving tour wagons, campers meet their
counselors and pick bunks. The counselors can concentrate their attention
on the children, and should make the kids feel special with comments like,
"I've been waiting for you!" or "I'm so glad you're in my cabin."
The first moments at the housing area should include an engaging
activity—paint campers' faces or help them start on a cabin necklace—to help
the group bond right away. As each camper arrives, he or she will get pulled
into the activity.
By the time mom and dad stroll through the door, the child is ready to
introduce the counselor, conduct a cabin tour, and generally put the parents
at ease all by themselves. Parents can help their sons or daughters get
settled in and and ask their questions of the counselor without interfering
with those first counselor/camper moments. Train your counselors to speak
reassuring words to parents, like, "Thank you for trusting us with your
child," and prepare them to ask parents questions that will convey genuine
interest in the camper—"Is there anything he is afraid of?"—and to listen to
their responses. Some camps have counselors give the parents a card with a
short biography containing information such as their school and how long
they've worked at camp.
After a brief visit, send the parents back to the parking lot. The second
goodbye will be a breeze.
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Very Important Parents
When parents arrive back at the camp center, have places for them to drop
mail or packages to be delivered during the week. SpringHill provides free
postcards on which they can jot a note, or care packages they can purchase
to be delivered with a personal message.
We also provide parents with ice water and try to anticipate needs, such as
extra transportation for those who can't get around easily.
The parents' ride to and from the cabin area includes a scripted tour that
details the history, philosophy, and facilities of the camp. It's one of the best
ways to communicate who we are and build confidence in the experience
their children are about to enjoy. Throughout the camp, staff or volunteers
do demonstrations of activities, such as the zipline, skate park, or blob.
Parents appreciate this glimpse of the property, and may even hop off the
wagon to take a turn themselves.
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Volunteers
A great opening day will take all of your staff plus volunteers. You'll need
nurses, greeters, tractor drivers, luggage drivers, water carriers, and activity
demonstrators. We make volunteers distinctive so that guests realize how
valued and needed they are, perhaps encouraging these helpful individuals
to return to camp at another time. They will love to come and, for the price
of a T-shirt per person, you can have an army of ambassadors.
Along with your careful planning and paid staff, they'll make your opening
hour impressive and unforgettable.
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By Lisa Olson
Lisa celebrated her twentieth summer at SpringHill Camps in 2003. She has
worked in just about every area of camp management and is presently vice
president and CFO. E-mail her at lolson@springhillcamps.com.
This article first appeared in the Christian Camp & Conference Journal,
March/April 2004, Vol. 8, No. 2
Copyright © 2004, Christian Camping International/USA |
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