arvc VOICE Spring 2014 by arvc

What’s behind a Park Name?

the art of

Yield Management

The Basics: Food Handling

What It Takes to be

Park of the Year — insights and advice from 2013 winners

2014 Park of the Year

SPRING 2014

YOUR PARK NAME HERE December 4, 2014 Las Vegas, NV

PLUS Outdoor Hospitality Education Program

Recognizes Its First Graduate

Make it e a s i e r

for campers to find your park on GoCampingAmerica.com Photo gallery

upg ra d e

priority search reSULTS

Strengthen your park profile by showing prospective campers more of what you have to offer — add up to 9 additional photos of your park.

Just $95 per year.

plus

When you sign up for this upgrade, your park will appear as a featured listing at the top of search results. PLUS, you can include a promotional message with your featured listing, highlighting your best special offer to grab the attention of campers looking for a good value.

Just $49.95 per month.

PHOTO/VIDEO GALLERY

(3 month minimum commitment required)

plus

Make it even easier for prospective campers to visualize themselves camping at your park. Just imagine how much simpler their decision will be when they can view an expanded gallery of photos showcasing your park’s amenities along with a video that shows them exactly what it’s like to camp there! With this multimedia package, you can add up to 21 additional photos of your park and a link to your park video.

Just $195 per year.

FEATURED PARK

upg ra d e

Make sure visitors to GoCampingAmerica.com see your park first! With this powerful upgrade, your park profile will be featured prominently on the GoCampingAmerica.com home page in our “Park Showcase” on a rotating basis. This will give you up to six times the parks listed in your state! PLUS, you can take advantage of the PHOTO GALLERY PLUS and PRIORITY SEARCH RESULTS PLUS packages at no extra charge! But hurry . . . only a limited number of these powerful Park Showcase listings are available to maximize their impact on the home page.

Just $995 per year.

Make your park s t a n d o u t on GoCampingAmerica.com Contact Jake Poterbin at (303) 681-0401 ext. 101 or jpoterbin@arvc.org today to learn more and to upgrade your listing.

contents

editor-in-chief

Jake Poterbin

contributing writers Sandy Muller, Karen Brost, Jeff Crider, David Jones, Darrin Heifrecht chairman

Marcia Galvin, CPO, OHC

first vice chairman

Tim Deputy, CPO, OHC

second vice chairman

treasurer

Al Johnson, OHC

secretary

Truman Hartshorn, CPO, OHC

immediate past chairman president/ceo

features

22 what

it takes to be park of the year:

does your name say about your park?

departments

arvc Perspective

arvc

Spring into action by taking advantage of resources and member programs, including arvc.org and new Member Benefit Provider, First Data.

What’s Happening

Call for individual nominations to board of directors; OHEP webinars to be held throughout the year; mark your calendars for OHCE 2014; welcome our newest Member Benefit Provider, First Data.

Member News

arvc awards its first outdoor hospitality education program certificate; using green waste products at your park.

Paul Bambei

18 ways to make your park greener.

Best Practices

When minutes matter between life and death, does your campground have these life-saving devices; how one campground is keeping their customers; how to increase your site revenue through yield management; covering the basics: food handling.

Margaret Abbate

contributing photographers Papoose Pond, Sun-N-Fun, Santee Lakes, Big Meadow Family Campground, Marty’s ATV Oasis, Golden Village Palms

The arvc VOICE is published three times a year by the National Association of RV Parks & Campgrounds. Mail to: arvc VOICE 9085 E. Mineral Circle, Suite 200 Centennial, CO 80112 Call us: (303) 681-0401 Fax to: (303) 681-0426 Email to: Jake Poterbin: jpoterbin@arvc.org info@arvc.org

Readers: We’d love your feedback. Send us comments, questions, letters to the editors or any suggestions for the next issue.

arvc thanks Evergreen USA,

30 Government Affairs Find out which government affairs issues involved to improve the industry.

art director

Jennifer Schwartz

Websites: arvc.org GoCampingAmerica.com

Member Programs

Rob Schutter, CPO, OHC

vice president, marketing

insights and advice from 2013 winners

26 what

Terry Muñoz, CPO, OHC

arvc is closely following this year and how to get

the official sponsor of the

arvc VOICE.

marketplace

arvc Member Buyer’s Guide

A comprehensive marketplace featuring products and services from Providers and Supplier Council members.

arvc VOICE MAGAZINE

| SPRING 2014 |

arvc Member Benefit

arvc.ORG

arvc PERSPECTIVE

VOICE EDITORIAL

Dear arvc Members: meeting arvc members, it’s astonishing how many are still unaware of the vast resources available to them at the touch of a button through the association’s member-only website, arvc.org. as i travel the country

Paul Bambei

arvc President/CEO

With spring on the horizon and a new 2014 season about to unfold for many campgrounds, I challenge you to take action now by logging on. It’s really simple: use your arvc ID number as the user name and the letters “arvc” as your initial password to sign in on the home page. Once inside, you’ll begin to see the enormous site improvements we’ve been making over the past year and will understand why this is the most important channel we rely on for communicating everything of importance to our members. As an entrepreneur, each and every one of you is most likely interested in saving a buck, right? That’s been one of the primary objectives of arvc staff for the past several years — to create every day operational savings for you. Now, you can have instant access to over 125 suppliers who participate in the arvc Supplier Council and they’re all categorically listed under the Marketplace tab on arvc.org, as well as near the back of this arvc VOICE issue. Take advantage! As just one example, we’ve recently announced a new deal with First Data, a nationwide credit card processing company, that’s offering arvc members a customized payment processing solution that can significantly lower credit card transaction costs. While I realize many of you are satisfied with the arrangement you may already have with your local bank or other processor, you should take five minutes and do the comparison. Another example involves the great savings from the exclusive arvc music licensing program. We’ve seen a 25 percent increase in member participation — the second year of the program — with nearly a third of the association’s total membership taking advantage. In total, these members are

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saving a combined $582,000 off what they’d normally pay. For a look at what has been saved just in your state alone, check the chart on page 37. Do your own homework and see how much can be saved by using our vast menu of other suppliers noted within the Marketplace. I think you’ll agree the pool of money to be saved can be huge, but you have to make the first move. One other major improvement to the arvc.org website involves a new section called “Member Resources.” It’s a library full of useful content, designed to make life easier for members who just don’t have the time to be constantly reinventing the wheel. Need a golf cart user agreement, or a Workamper agreement? You’ll find real examples of these and many other useful resources, again at your fingertips, on arvc.org. Of noteworthy importance, this library is meant to be a living, dynamic, memberparticipatory tool. We need and rely on you to help the other 3,000 members in our association who could benefit from any document you feel could be broadly useful. Simply email your document to Jake Poterbin, arvc’s Content Marketing Manager here on staff at jpoterbin@arvc.org and he’ll see it gets immediately cataloged and published on the site. “Build it and they will come” was a phrase popularized by the movie Field of Dreams several years ago. With arvc.org, we’ve built a great website for all our members to use, and it will continue to be the one central place where you can plug into arvc in a way that is convenient, informative and financially important to you. All you need to do is come to the great resource we’ve built. Spring into action now by checking it out, and have a great season in 2014.

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arvc VOICE MAGAZINE

what’s happening

Applications must be submitted to arvc by August 4, 2014

Call for Individual Nominations to

Board of Directors

we’d like to invite all members

to nominate new board members for this year’s open positions. All voting areas have openings for the arvc Board of Directors with 3-year terms beginning on Dec. 4, 2014. If you are interested in serving on the Board of Directors and would like to nominate yourself or someone else you must submit the appropriate nomination documentation to Rob Schutter, Chairperson of the Nominations and Elections Committee no later than Monday, Aug. 4, 2014. All nominations must be accompanied with the signatures of fifteen (15) Voting Members from the nominee’s voting area. It is the responsibility of the nominee to ensure that all fifteen (15) signatories hold current and valid Voting Member status with arvc, as defined in Article IV, Section 1 in the bylaws.

The Nominations and Elections Committee will verify this upon submission. Petition signatures from non-voting members shall not be considered as valid and will not be counted, and may therefore render a petition invalid. In such cases, nominees will be notified by the Nominations and Elections Committee within fourteen (14) days of submission, and will have an opportunity to rectify the shortfall, subject to the submission deadline of Aug. 4, 2014. Individual Nominations must be mailed to the following address to be received no later than Monday, Aug. 4, 2014.

National Association of RV Parks & Campgrounds (arvc) Attn: R ob Schutter, Chairperson, Nominations and Elections Committee 9085 E. Mineral Circle, Suite 200 Centennial, CO 80112 For a full copy of the arvc bylaws, please visit arvc.org.

2014 OHCE Las Vegas, NV Dec. 2-5

Mark Your Calendars! 2014 Outdoor Hospitality Conference & Expo

Welcome Our Newest Member Benefit Provider First Data

for the premier event of the RV park and campground industry, December 2-5 at the Rio All Suites Hotel and Casino. New this year, we will have a motivational keynote speaker kick off the conference, and to close the conference we will have a keynote on industry trends. Also new this year, we will be incorporating the arvc Foundation Silent and Live Auction with the Awards of Excellence Dinner on Thursday night. This will be an evening full of celebration and fun. For more information on the 2014 OHCE and to register visit: arvc.org/OHCE.

to provide you with a customized payment processing solution that can significantly lower your credit card transaction costs, that offers you online reporting, one convenient statement incorporating all card transactions, and toll-free customer support 24/7. Plus, you can take advantage of complete business solutions and innovative products and services that are designed to help protect and build your business. To find out more, visit the supplier marketplace on arvc.org.

join us in las vegas

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we’ve partnered with first data

arvc now offering

OHEP Webinars to Be Held Throughout the Year arvc

adds online classes to its education program. arvc is now offering online learning opportunities for members. Whether you want to learn more about the Outdoor Hospitality Education Program (OHEP), you’re ready to dive into some sessions to help you complete your certificate program, or you just want to take some online classes, arvc has a class for you.

OHEP Classes: Held monthly, arvc Education offers the following OHEP classes — free to everyone. You must sign up ahead of time in order to receive logon information prior to the class.

online learning opportunities.

1. OHEP Introduction: a general overview of the program that can help you determine which certificate program is best suited for you. 2. OHEP Certificate Program Specific: provides a general discussion of the specific programs and allows individuals enrolled in that program the opportunity to ask questions, get answers, and interact with others within the program. 3. OHEP Evaluator Training and Information Session: provides a general overview of the Evaluator responsibilities including real life examples of the evaluation process. Whether you are thinking of applying to become an evaluator or

arvc.ORG

already have your evaluator number, this session will help you learn what you need to know to be the most effective in your role as an Evaluator. Online Classes: Held periodically, arvc Education offers classes that will cover topics specific to one or more of the OHEP certificate programs. These classes are free to individuals enrolled in OHEP. There is a small fee for individuals not enrolled in OHEP. Visit arvc.org/events for more information on dates, times, cost and specific topics.

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arvc VOICE MAGAZINE

member news

arvc Awards First Outdoor Hospitality Education Program Certificate

chris shook, the manager of River’s End Campground & RV Park in Tybee Island, Georgia, is the first participant to complete arvc’s new Outdoor Hospitality Education Program (OHEP) launched in early 2013. OHEP is a self-paced program in which participants complete exercises and activities related to their campground responsibilities. It is designed to give relevant, real-life learning experience that helps participants become more skilled at operating and managing a campground.

You Reap What You Sow “I signed up for the program because I have aspirations to go further in the industry,” said Chris. “I wanted to develop skills that would help me not only with my everyday responsibilities, but with my future goals.” One of the things Chris liked best about the program was that he was able to work on his own, yet still have knowledgeable coaches to lean on. He also liked how customization of the program. “The beauty of the program,” said Chris, “is that you get out of it what you put into it. Only you know what your personal goals are and what you want to learn from the program. You can take three years to complete the program or, if you just want the highlights, you can do the fast-track version.” A Challenging but Worthwhile Journey Chris completed the program in just under a year. “I was in an advantageous situation because I was going through the school at the same time,” Chris said, referring to the National School of RV Park and Campground Management. Chris was 10

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able to apply what he learned at the school to the OHEP program, and vice versa. “I recommend everyone do it that way if they can.” For Chris, the main difference between the school and the OHEP is that the OHEP is more hands-on. Some of the tasks he worked on during the program included creating a Standard Operating Procedure manual and developing a Capital Improvement Plan. He also learned aspects of the business he doesn’t usually handle, such as marketing and human resources. “The instructors don’t just give you a pass because it’s not your area of expertise,” said Chris. “You have to prove competency in each area. Sometimes I had to go back and read up a little more about a certain area before I could get it signed off on. It was challenging, but worth it.” Chris says one of his greatest challenges was remembering to document the work he was doing when he got busy and compiling the documentation in a way that made it possible for the instructors to assess his competency. “It isn’t just a matter of taking a test,” he said. “You have to outline what you do — though sometimes you can show you met the criteria through a verbal discussion.” Taking in the Whole Picture Though he didn’t always have time to do it in the moment, Chris feels it is important to stop and reflect on what you’re doing and why you’re doing it. “The program teaches you many things,” he said. “But what stood out to me most is the importance of looking at the whole picture. I don’t look through a single lens anymore. I look at the various aspects of the operation and how one affects the other. I collect data. I observe trends in the operation and the industry. And I base my decisions on fact now rather than gut feeling.” The Student Can Become the Teacher Overall, Chris feels the program has made him more knowledgeable about the industry and, hopefully, a greater asset to his organization. “I plan to take a few years to absorb and apply what I learned,” he said. “Then I’ll come back and enroll in the executive program.” “Someday,” he added, “I’d even like to come back and teach the program because of how much it has given to me.” To learn more about the Outdoor Hospitality Education Program visit arvc.org/education.

Green Waste Treatment

Products on the Rise? across the country,

growing numbers of campgrounds, RV parks and resorts are taking steps to reduce their environmental footprint by investing in everything from on-site recycling programs to solar water heating systems. Many parks are also equipping their stores with environmentally-friendly holding tank products and earth-friendly cleaning supplies, and they’re informing their guests to their environmental initiatives. Foxboro, Mass.-based Normandy Farms Family Camping Resort is one such example. “At Normandy Farms, we request that you choose only environmentally safe holding tank additives, deodorizers (and) sanitizers for your RV,” the park states on its website. “For your convenience, our camp store carries only environmentally safe holding tank products.” Debbie Sipe, executive director of the California Association of RV Parks & Campgrounds, said environmentally friendly holding tank products can actually improve the functioning of septic systems. “Enzyme and bacteria-based holding tank treatment products promote the healthy digestion of waste in septic systems,” she said. “These products are also better for humans because there are no carcinogens in them.” Several companies specialize in the production of environmentally friendly holding tank deodorizers and other cleaning products for the campground, RV and boating industries, including Santa Rosa, Calif.-based Eco-Save; Milwaukee, Wis.-based Heartland Labs; and Medford, Ore.-based RV Concepts, which markets Happy Camper Odorless Holding Tank Treatment. Major retailers, such as Camping World and Walmart, also carry environmentally friendly holding tank treatment products, as do campground industry suppliers, such as Windsor, Conn.-based LCN Outdoors. To start your search for green waste treatment products, arvc members can search on arvc.org’s supplier marketplace by the Water/Wastewater Treatment/ Supplies category. Just go to arvc.org/marketplace and click on the category underneath the search. arvc.ORG

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arvc VOICE MAGAZINE

member programs

18 Ways

to Make Your Park Greener more people are more

environmentally-conscious

now than ever before, so you probably have campers asking you if your park is “eco-friendly.” Your answer is probably “Yes,” but are you doing everything you can to make your park green? Here are 18 green practices you can implement at your park: Save Energy 1. Convert to a tankless water heater. They only heat water when needed instead of using energy to keep water hot when it’s not being used. 2. Use motion sensors in your bathrooms and clubhouse. This will ensure that lights only stay on when someone is in the room. 3. Make the switch from traditional light bulbs to LED bulbs. Energy Star-certified bulbs use about 75 percent less energy than traditional incandescent bulbs and last 10 to 25 times longer. 4. Always choose energy-saving products and appliances. This includes everything from windows and doors to appliances to computer equipment and heating and cooling systems. 5. Use timers on items such as lighting and heaters. This will help ensure they will only use energy when you need them to. 6. Consider using solar power or wind power. By doing a cost/benefit analysis you can determine how much alternative energy sources can save you in the long run. 7. Install a geo-thermal heating and cooling system. These are pollution-free and can help reduce your reliance on fossil fuels. 12

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Save Water 8. Install water-saving shower heads and/or auto turn-off taps. Standard shower-heads use 2.5 gallons of water per minute (gpm) while water–saving showerheads that have earned the WaterSense designation from the EPA use no more than 2.0 gpm. 9. Use low-flush toilets or waterless urinals. Some older toilets use as much as 6 gallons per flush. This usage can be reduced through the installation of water-efficient toilets. The current federal standard is 1.6 gallons per flush, and due to advancements in technology, some new toilets use less than 1.3 gallons per flush. 10. Use grey water to water plants and landscaping if your state allows it. This will help reduce your water bills and keep the grey water from entering the sewer or septic system. Recycle 11. Provide recycle bins for cans, paper glass and plastic in convenient locations. Recycling reduces the amount of material being sent to landfills and helps reduce greenhouse gas emissions. 12. Begin an organic composting program. Again, you’ll reduce the amount of material going into the landfill and you’ll also produce organic fertilizer for your landscaping needs. Focus on Guest Safety 13. Use only non-toxic, biodegradable cleaning products. They’re healthier for your guests and healthier for the planet.

arvc.ORG

Reduce the Use of Paper 14. Send guest confirmations via email instead on paper. This will help you reduce costs and minimize waste. Make Your Landscaping Eco-Friendly 15. Install paths made of wood chips, pebbles, paving or grass. They can help prevent soil from washing away. 16. Plant new trees frequently. They provide shade, oxygen and help clean the air. Educate Your Guests 17. Offer them tips on how to “Leave no Trace.” This will help them help you keep your park green. 18. Install “Reduce Water Usage” signage around your park. These simple reminders can have an impact on your water bills.

Recycle, Reuse, Reduce. Does that sound like your park? Is your park committed to making a difference? Your park may be eligible to participate in the arvc Plan-It Green Friendly Park program by meeting at least nine of 16 eco-friendly criteria which can be viewed at arvc.org/planitgreen. All Plan-It Green Friendly Parks receive special recognition on GoCampingAmerica.com, arvc.org, and have full use of the Plan-It Green Friendly Park logo for promotional uses during the year of enrollment.

arvc.ORG

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arvc VOICE MAGAZINE

BEST PRACTICES

When Minutes Matter Between Life and Death,

Does Your Campground Have These Life-Saving Devices? is the leading cause of death in the United States claiming nearly 350,000 lives each year. Many people confuse sudden cardiac arrest as a “massive heart attack” when in fact they are very different. While heart attacks can cause cardiac arrest, they are not the same thing. Heart attacks are caused by a blocked blood supply to the heart, while sudden cardiac arrest (SCA) is a condition in which suddenly and unexpectedly the heart stops beating due to a malfunction in the heart’s electrical system. The malfunction that causes SCA is a life-threatening abnormal rhythm, or arrhythmia. The most common arrhythmia is ventricular fibrillation (VF). When in VF, the heart’s rhythm is so chaotic (called “fibrillating”) that the heart merely quivers, and is unable to pump blood to the body and brain. Once a heart has entered VF, sudden cardiac arrest occurs. A victim in SCA first loses his or her pulse, then consciousness, and finally the ability to breathe. All of this happens quickly, in a matter of seconds and without immediate treatment from a defibrillator, 90-95 percent of SCA victims will die. The only effective treatment for SCA is to deliver an electrical shock using a device called a defibrillator, which stops the chaotic rhythm of a heart in VF, giving it the chance sudden cardiac arrest

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to restart beating with a normal rhythm. When SCA occurs, the AHA recommends defibrillation within 3-5 minutes, or sooner. WHAT IS AN AED AND HOW DOES IT WORK: An automatic external defibrillator (AED) is a small, portable device that analyzes the heart’s rhythm and prompts the user to deliver a defibrillation shock if it determines one is needed. Once turned on, the AED guides the user through each step of the defibrillation process by providing voice and/or visual prompts. AEDs are specially designed for easy use by any “first responder” who arrives on the scene of a medical emergency. A “first responder” can be an emergency medical services worker, a firefighter or police officer, or it can be a layperson with minimal training in CPR and use of an AED. Once an AED is turned on, it provides prompts to guide the user through the process. One of the first prompts instructs the user to connect the AED to the victim via the adhesive electrodes (pads) placed on the chest. The AED then analyzes the victim’s heart rhythm through the electrodes using a built-in software program. It then determines if a shock is necessary. If a shock is needed, the AED will prompt

The American Heart Association says lives can be saved when the “Chain of Survival” is put into action. • Call 911 •E arly cardiopulmonary resuscitation (CPR) with an emphasis on chest compressions • Rapid defibrillation with an AED • Effective advanced life support www.evergreenusa.com/recent-news/ automated-external-defibrillators For more information on AEDs please contact: Valarie Brehm/AED Authority at 888-970-7799 or at valarie.brehm@aedauthority.com.

the user to press the button that delivers the shock (some AEDs automatically deliver the shock). The responder will then be prompted to administer CPR for approximately two minutes. The AED will then reanalyze the heart rhythm to determine if more shocks or additional CPR is needed. The primary consideration prior to buying an AED is the time it takes first responders to reach your park. Most campgrounds rely on their local Emergency Medical Services but according to the National EMS Database Report the national average response times is eight minutes and in rural areas over 10 minutes. For every minute that passes survival rates decrease by 10 percent. While the national SCA survival rate is 5-10 percent studies have shown that defibrillation within three minutes raises the survival rate to 74 percent. Timing is everything. Therefore, your need increases if you are in a remote location or if your local emergency responders aren't full time employees. According to an article published by Evergreen Insurance, “Another factor to look at is the amount of physical activity taking place at your campground. Some states require AEDs at fitness facilities due to the added stress physical exertion places on the heart.” An exercise room or regular sporting events such as basketball, baseball, volleyball, and/or swimming can raise the chances of a camper going into cardiac arrest. The demographics of your campers should also be factored in since the

800-364-7681 www.DOGIPOT.com

elderly are more prone to heart problems. However, people of any age can go into cardiac arrest, so parks with a large volume of people coming through the gates can be as likely to have an incident as a retirement community half the size.” There are a number of other factors to analyze when you consider the purchase of an AED. AED use is specifically referenced in most “Good Samaritan” statutes and they offer broad legal protection for lay rescuers who use these devices. More states are requiring AEDs at schools, fitness centers, sporting events and other places of public accommodation. Other laws may add emergency notification requirements or other conditions for AED owners. As AEDs become more prevalent, the public expects them to be available at community centers, recreation areas and other places where people gather or participate in physical activity so the liability of not providing this service may be increased. The laws in each state vary so it is wise to consult your local hospital, emergency services providers or other experts in your area when you consider placing an AED at your campground. Owning an AED has never been easier! AED Management Programs can ensure that your organization has an AED program in place to keep you current with any and all legal requirements, and most importantly, to equip you to save lives when confronted with Sudden Cardiac Arrest events. arvc.ORG

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arvc VOICE MAGAZINE

BEST PRACTICES

Keeping Their Customers

By Jeff Crider, Contributing Writer

papoose pond family campground and cabins in waterford, me.

has been a camping destination of choice for families throughout the Northeast for more than three decades. “We have many families that camp with us year after year,” said Jim Cameron, the park’s general manager, adding that the park has about an 80 percent guest return rate. In fact, many of the people who grew up camping at Papoose Pond are now coming back with their own children and even grandchildren. “We’re going on the fourth generation at this point,” Cameron said. But while Papoose Pond has a loyal following of long-time, multi-generational families who keep coming back, the park continues to aggressively market itself through multiple marketing channels, from RV shows to social media. “Campers are campers and they still tend to go to those shows,” said Cameron, adding, “We like to be face to face with our customers at those shows.” Cameron typically attends about nine RV shows a year in locations throughout the Northeast, from Boston and Springfield northward to Montreal. In the past, the park has also had booths at shows as far south as Long Island, N.Y. and Rhode Island. While attending RV shows is a useful tactic to bring new and returning customers, Papoose Pond also markets itself through campground directories, social media and by offering online reservations. But Cameron cautions that marketing is only part of the challenge. “Once they get here, you’ve got to provide value to your customer,” he said.

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Papoose Pond provides value by offering fun family activities, clean restroom facilities, excellent customer service and reasonable camping rates, Cameron said. “A price for a campsite includes two adults and up to four children up to the age of 21,” he said. “We don’t charge them for their dog. And most of our activities are included, though we do have some activities we charge for, like tie dye t-shirts and other arts and crafts.” Papoose Pond also offers a large variety of camping options as well as unique accommodations. These include tent sites that come with adjoining shelters that come complete with kitchen and bathroom facilities. The kitchen areas include an electric stove, sink, counter work space and cupboards. A dining canopy also extends over the picnic table, which gives tent campers a level of comfort and convenience they wouldn’t normally experience. “I don’t know of any other place that has that kind of accommodation for tent campers,” Cameron said, adding that he often entices tent campers to try the kitchen and bath shelter when they come to Papoose Pond for the first time. Then, as they continue their evolution as campers, they can either graduate to a towable RV or try another type of rental accommodation. Papoose Pond offers a full range of accommodations, from bare bones cabins to park models and three and four bedroom cottages by the lake. These accommodations help diversify Papoose Pond’s customer base. The park also continually strives to improve its customer service and amenities by continually surveying its guests. “We hand out camper comment forms to all of our guests,” Cameron said.

Photo by Papoose Pond Family Campground

How One Campground is

How to Increase Your Site Revenue

Through Yield

Management By Dave Jones, Industry Insider, RMS North America

how much is a banana? It’s a simple question with a complex answer. The answer depends on a number of variables such as the time of year, the availability of supply, the number of people who want to buy it and the condition it is in. If all the greengrocers in town have a stack of bananas and no one is buying, the price is going to be low, as the supply dwindles the price goes up again and the bananas that are starting to over ripen suddenly go back down in price. Some bananas that are past their prime might be displayed separately with a different price again and the rotten ones are thrown out never to be sold at all. So how much is a camping site? Well that’s completely different. Nearly all parks publish rates on their website, in the various camping guides and on a rate card sitting on the front desk. The rates typically vary by season predicated on expected demand that is often forecast twelve months in advance. In a typical North American RV park or campground those prices will remain the same regardless of changing conditions. You might be busier or quieter than expected but the price stays the same. You might have two sites in the same site type that are completely different in size, aspect, location and amenity yet the price stays the same. You might have a family make a reservation when 100 sites are available and another reserve the last available site and yet the price is the same. The similarities between greengrocers and park operators are more striking than their differences and yet we have vastly different pricing strategies. Both deal with a product that, if not sold, will perish. You can’t sell last night’s vacancies any more than you can rotten fruit. They are lost opportunities. So why wouldn’t park operators adopt those sort of strategies in their businesses using price to increase occupancy and dwindling supply to improve yield? One practical barrier is a low adoption rate for the type of technology that can automate yield management processes. However, I suspect the more fundamental issue might be the expectation we have created in the mind of the consumer. Householders understand that grocery item prices have fluctuated since the invention of fruit. Airline passengers

expect that the price of a ticket will vary dramatically depending on when they book and the price of your next car is almost totally dependent on your negotiating skills. Yet, there seems to be an expectation that site fees should be carved in stone. I am repeatedly told that the Best Available Rate (BAR) concept that is embraced by the hotel industry won’t work in the campground industry because campers will compare the rates amongst themselves. Discrepancies, it is said, will lead to a demand for a refund. There are several factors which create the expectation that rates are carved in stone. We are one of the only hospitality sectors still publishing rates. Shifting to a method of providing price on demand subject to the conditions either over the phone or electronically (and automatically) on the website will quickly influence the guest that price is influenced by availability like every other commodity. Discounts have been the traditional method of altering price. However, the very presence of discounts confirms the notion that it is based on a capped amount that can therefore never be increased. It is more flexible to have a number of rates that can be offered to guests on an arbitrary basis. You are then free to offer a special until you get to specified occupancy and then withdraw it. This does not preclude you from then offering a different (higher) rate to better reflect the change in supply. Conflict regarding differential pricing amongst guests can soon be justified by explaining that the other guy booked six months ago … you booked yesterday. We need to condition the consumer to buy better, just like they do with every other thing they buy. The trick with yield management in the RV park space is to do it in such a way that the camper can see that he has the choice to save money by becoming a more discerning customer. It’s usually impossible or, at the very least, expensive to provide more sites but there is no reason why you can’t exploit what you already have.

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arvc VOICE MAGAZINE

BEST PRACTICES

Covering the Basics:

food handling By Darrin Helfrecht, Vice President at Pivot Procurement

many rv parks and campgrounds

in one way or another. Whether it’s from a snack bar, ice cream social, hot dog stand, or a fully functional restaurant. And yet, many others may be thinking about incorporating new food offerings or upgrading their existing menu. One of the most important underlying components of serving any kind of food that park owners need to be one hundred percent in tune with is food handling. If something isn’t handled right, your business could be facing serious trouble. That’s why we’ve compiled this list of basic, yet crucially essential tips and guidelines for the process of serving food to customers. serve food

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Safe steps in food handling, cooking, and storage are essential to prevent foodborne illness. You can’t see, smell, or taste harmful bacteria that may cause illness. In every step of food preparation, follow the four steps of the Food Safe Families campaign to keep food safe: Clean: Wash hands and surfaces often. Separate: Don’t cross-contaminate. Cook: Cook to the right temperature. Chill: Refrigerate promptly. Shopping Purchase refrigerated or frozen items after selecting your non-perishables. Never choose meat or poultry in packaging that is torn or leaking. Do not buy food past “Sell-By,” “Use-By,” or other expiration dates. Storage Always refrigerate perishable food within two hours — one hour when the temperature is above 90°F (32.2ºC). Check the temperature of your refrigerator and freezer with an appliance thermometer. The refrigerator should be at 40°F (4.4ºC) or below and the freezer at 0°F (-17.7ºC) or below. Cook or freeze fresh poultry, fish, ground meats, and variety meats within two days; other beef, veal, lamb, or pork, within three to five days. Perishable food such as meat and poultry should be wrapped securely to maintain quality and to prevent meat juices from getting onto other food. To maintain quality when freezing meat and poultry in its original package, wrap the package again with foil or plastic wrap that is recommended for the freezer. Canned foods are safe indefinitely as long as they are not exposed to freezing temperatures, or temperatures above 90°F. If the

cans look ok, they are safe to use. Discard cans that are dented, rusted, or swollen. High-acid canned food (tomatoes, fruits) will keep their best quality for 12 to 18 months; lowacid canned food (meats, vegetables) for two to five years. Preparation Always wash hands with warm water and soap for 20 seconds before and after handling food. Don’t cross-contaminate. Keep raw meat, poultry, fish, and their juices away from other food. After cutting raw meats, wash cutting board, utensils, and countertops with hot, soapy water. Cutting boards, utensils, and countertops can be sanitized by using a solution of one tablespoon of unscented, liquid chlorine bleach in one gallon of water. Marinate meat and poultry in a covered dish in the refrigerator.

For safety and quality, allow meat to rest for at least three minutes before carving or consuming.

Thawing Refrigerator: The refrigerator allows slow, safe thawing. Make sure thawing meat and poultry juices do not drip onto other food. Cold Water: For faster thawing, place food in a leak-proof plastic bag. Submerge in cold tap water. Change the water every 30 minutes. Cook immediately after thawing. Microwave: Cook meat and poultry immediately after microwave thawing. Cooking Cook all raw beef, pork, lamb and veal steaks, chops, and roasts to a minimum internal temperature of 145°F (62.8ºC) as measured with a food thermometer arvc.ORG

before removing meat from the heat source. For safety and quality, allow meat to rest for at least three minutes before carving or consuming. For reasons of personal preference, consumers may choose to cook meat to higher temperatures. Ground meats: Cook all raw ground beef, pork, lamb, and veal to an internal tempera-ture of 160°F (71.1ºC) as measured with a food thermometer. Poultry: Cook all poultry to an internal temperature of 165°F (73.9°C) as measured with a food thermometer. Serving Hot food should be held at 140°F (60°C) or warmer. Cold food should be held at 40°F (4.4ºC) or colder. When serving food at a buffet, keep food hot with chafing dishes, slow cookers, and warming trays. Keep food cold by nesting dishes in bowls of ice or use small serving trays and replace them often. Perishable food should not be left out more than two hours at room temperature — one hour when the temperature is above 90°F (32.2ºC). Leftovers Discard any food left out at room temperature for more than two hours — one hour if the temperature was above 90°F (32.2ºC). Place food into shallow containers and immediately put in the refrigerator or freezer for rapid cooling. Use cooked leftovers within four days. Reheat leftovers to 165°F (73.9°C). Refreezing Meat and poultry defrosted in the refrigerator may be refrozen before or after cooking. If thawed by other methods, cook before refreezing.

arvc is hosting a food safety webinar on May 14 at 9 a.m. MST. For more information go to arvc.org/events. | SPRING 2014 |

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What It Takes To Be “The best part of the job is bringing joy to people,” says manager Jonathan skinner, santee lakes recreation preserve. It is a sentiment all the award winners share and also what motivates them to keep on keeping on.

Park of the Year

— insights and advice

from 2013 winners By Sandy Muller, Contributing Writer

Photo by Santee Lakes Recreation Preserve

s a campground owner or manager, you know that running a successful campground is no easy feat. There’s a lot that goes into it from marketing and operations to activity planning and customer service. We caught up with arvc’s 2013 Park of the Year award winners for a little Q&A to learn how they handle various aspects of the business.

Tell me a little about your park. What do you feel is special or unique about it?

Photo by Sun-N-Fun

Big Meadow Family Campground in Townsend, Tenn., Small Park of the Year: We’re two miles from the most visited

National Park in the United States, The Great Smoky Mountains National Park. We’re the only campground in the area that is gated and we have level pull thru sites, most with full concrete pads and patios. All of our sites are full hookup. The most unique service we offer is RV storage. Today we store 200 units. Shelby/Mansfield KOA Resort in Shelby, Ohio, Medium Park of the Year: We are located in a country setting

and yet provide services and attractions that appeal to all types of campers. Our deluxe cabins have full kitchens so people can have their creature comforts in a camping atmosphere. Our café is open from 8 a.m. to 9 p.m. for breakfast, lunch, dinner and ice cream. Food service is very important to us as well and enhances the resort atmosphere.

Photo by Sun-N-Fun

Santee Lakes Recreation Preserve in Santee, Calif., Large Park of the Year: Our regional park operates in the

daylight hours and our campground is open during the day and evenings year-round. We get 50 percent of our energy from solar and our fishing program is one of the best in the area. We stock 34,000 pounds of fish. We have gazebos that many people use for weddings and the wedding party often stays at the park. Sun-N-Fun Resort and Campground in Sarasota, Fla., Mega Park of the Year: We run 160 activities a week in the

winter and have an indoor pool and fitness center. People can also exercise their brain with our computer programs. We are open in the summer too, which is unusual in Florida. The summer campers often come for our weekend activities like theme weekends, kids’ camp and birthday parties.

How do you go about training your employees? “You either hire a winner or you develop one,” says Sun-N-Fun manager, Tim Deputy. For Tim, developing good team members starts with hiring the right people in the first place. During the interview process, he looks for people he doesn’t have to teach how to smile. He also asks interviewees why they want to work at his park and if he can get them to say “I like to make people happy,” it’s a very good start. Photo by Sun-N-Fun

Training methods for the four winning parks include: Putting employees through certified programs geared toward customer service and the hospitality industry. Conducting orientation, and providing employee handbooks as well as handbooks for each service area. >> arvc.ORG

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feature Photo by Big Meadow Family Campground

>> Sending a new employee out with a seasoned employee to learn the ropes. Using checklists to train new employees on how to do a particular job. Conducting performance reviews, making sure to mix positive feedback in with constructive criticism.

time the customer comes into the office to register, the guest is already feeling comfortable.

What do you think makes a good manager?

Santee Lakes: Customer service is all about listening to guests and finding out what their needs are. Our employees are very educated about the facility and the activities we offer and think of ways that the amenities and activities can meet the guest’s needs, whether that need relates to camping, fishing, their wedding, or something else.

The award-winners believe that good managers: Lead by example and aren’t afraid to let an employee follow in his or her footsteps. Listen to their staff. “Many staff members have been in their jobs a long time. They have a strong knowledge base about the park’s clientele and what it takes to make the park successful,” says Santee Lakes manager, Jonathan Skinner. Don’t make big financial decisions for the business without seeking the advice of professionals. “We always discuss major financial decisions with our CPA, our financial advisor and, if needed, our tax attorney,” says Big Meadow owner, Barbara Johnson. Empower their employees. “If a customer has a problem and the employee thinks they can solve it, let them,” says Shelby/Mansfield KOA Resort owner, Garry Cole. Though he recommends a seasoned staff member be there as backup. He also encourages his employees to learn from each other about how a problem was handled. Provide quality feedback to employees. Recognize when they’ve done a good job. Conversely, let them know if they are not doing something well and how they can improve. “Friends are friends,” says Garry. “But this is a business.”

How do you go about providing excellent customer service? Big Meadow Family Campground: Our front desk employees participate in a training program offered by our Chamber of Commerce that certifies them to be a Certified Tourism Ambassador. Our employees are recertified each year. We want our customers to have the best and most accurate information on the area. If we can’t answer a question for the customer about the area, we call the nearby visitor center to find out the answer. Shelby/Mansfield KOA Resort: We try to treat people like

we would like to be treated. For instance, we have a 40-foot motor home so we know what it’s like to try to park one. Though we could do it ourselves, it’s nice when someone says “here, follow me.” Because of this, one of our employees leads every guest to their site, showing them the easiest way to pull in. Then they see if the customer has any questions. By the 24

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Sun-N-Fun: It’s simple really, just make people happy. Take care of the “feel good.” Put yourself in your customer’s shoes. Let them be involved in the fun. And make their day.

What do you do marketing-wise to drive business? Website: “Our website is our biggest advertisement,” says Barbara. Whenever we go places, such as RV shows, we send people to our website. We own several domain names that link to our site.” Sun-N-Fun works on their website constantly, making sure the content is fresh and that the events, photos, and other information is up-to-date. They also work with a SEO company to optimize the site, using key words to drive people to it. Santee Lakes also recently redesigned their website and have gotten rave reviews. They have virtual tours on the site that allow potential guests to get a 365 degree view of the campground. Since several people hold weddings at their campground, this is particularly helpful to out-of-town guests. Social Media: All four award winners are on social media, such as Facebook and Twitter. Some hold contests to bring people to the site. Big Meadow Family Campground, for instance, posts special discounts for their Facebook Friends. Santee Lakes has over 3,400 likes due to a solid presence and their website recently won a California Park and Recreation Society award for design and content. Since fishing is big in their area, they upload the fishing report as well as photos. Booth at RV shows: All award winners attend RV shows, using face-to-face interaction to promote their campgrounds. Some advertise in the show’s directory. Big Meadow Family Campground hands out brochures with a personal invitation to camp with them. Advertising: All award winners advertise locally and/or nationally in some form, from radio advertising to banner ads to print advertising. Big Meadow Family Campground puts an ad in the newspaper twice a year when the paper

puts out periodicals regarding the town’s two local festivals. To drive in summer business (usually not a popular time for camping in the hot Florida sun), Sun-N-Fun advertises in “mommy” magazines and activity magazines. Newsletters: Shelby/Mansfield KOA Resort sends out a glossy 16-page, full-color newsletter annually to 25,000 potential campers. They target KOA’s who have value cards. Logo on Truck: Having their logo on their truck while vacationing (which is used as R&D) has driven several campers to Big Meadow Family Campground. “We don’t solicit business while we’re on vacation, but just having the logo on our truck brings people to us,” says Barbara. “They’ll ask questions about our park, then end up booking a reservation at Big Meadow Family Campground.”

What advice do you have for other park owners who would like a top-performing park? Check out other campgrounds for ideas and be open to change Be aware of the various trends in the industry Know the difference between vehicles so you know what type of vehicle can fit into what site. If this is the first experience your guests have with you, having difficulty getting into a site is not a good start. Be involved with associations where you can network and learn from others in the same situation. Don’t be afraid to ask other campground owners what they do to be successful or to share helpful information with them. Go through the Park of the Year Award application even if you don’t plan to apply for the award. It lists the nine key areas of running a campground. When you review the list, you get ideas on where you can improve.

How has being an arvc member benefited you? Big Meadow Family Campground: The conference helps

us gain confidence in our decision-making. For instance, initially we were struggling with how to price our services and a speaker at the conference talked about offering customers different value packages to choose from. That was a great idea and we still follow that practice today. Sun-N-Fun: When I started, I didn’t know a pop-up camper from a fifth wheel. At conferences there are thousands of years of experience in one room. You overhear conversations and pick up an education you just can’t buy. Shelby/Mansfield KOA Resort: People who have come

from other industries just don’t help each either other out like we do in this industry. We are competitors but it’s also ‘our camper is your camper.’ If someone has a good experience

Each year, arvc presents the following Awards of Excellence: Park of the Year (one award given in each of four park size categories) and Plan-It Green Park of the Year (two awards based on park size). Entering your park in one or both of these competitions gives you an excellent opportunity to tout your accomplishments and highlight your park’s commitment to excellence. Winning one of these prestigious awards will help you earn peer recognition and promote the quality of your park on a local and national basis. Submissions for the 2014 awards will be accepted starting May 5 and ending August 31. For entry criteria and other information, visit arvc.org/awardsofexcellence.

somewhere else, they will stay in the system, which helps all of us. Santee Lakes: There are so many people there with a great knowledge base about the industry. You get great nuggets of information. It helps to not have to reinvent the wheel. You can take pieces of what others have had success at and adjust them to fit your own organization.

What keeps you motivated? What’s your favorite part of the job? “The best part of the job is bringing joy to people,” says Jonathan. It is a sentiment all the award winners share and also what motivates them to keep on keeping on. They also love the variety in their jobs and the challenge of seeing how they can improve their parks, build business, and boost their ROI. What motivates them the most, however, is seeing their customers enjoying themselves, relaxing, destressing, and spending quality time with their families and friends. It gives them a sense of purpose. “You have a positive impact on thousands of people’s lives a year,” says Tim. “Who gets to do that?” We do. arvc.ORG

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What Does Your Name Say About

Your Park? By Jeff Crider, Contributing Writer

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The concept of what constitutes an RV park versus and RV resort is continuing to evolve.

one of the most important marketing

a park owner can make is deciding whether to call their business an RV park or resort. It’s not an easy decision. Calling your park a resort when you don’t have resort-type amenities can put unrealistic expectations in the minds of potential guests and set them up for disappointment. On the other hand, some park operators don’t like to use the term “RV park,” either. “Whether we like it or not, ‘RV park’ is too often associated with ‘trailer park,’ ” said Andrew F. Cates, CEO and general partner of Memphis, Tenn.-based RVC Outdoor Destinations. “For existing RVers and others who are aware of how great the RV lifestyle is — and how great the larger demographic is — ‘RV park’ isn’t a bad word. But, for many, especially women, ‘RV park’ has a negative connotation. True RV resorts tend to be destinations unto themselves and offer a broader menu of opportunities, while RV parks run the gamut of offering anything from overnight hook-ups to affordable housing.” Of course, the concept of what constitutes an RV park versus an RV resort is continuing to evolve as more and more parks upgrade their amenities and services. As a result, many park operators have come up with their own definitions of what constitutes an “RV park” versus “RV resort.” “Parks are really what most RV places are,” said Michael Carle, general manager of Golden Village Palms RV Resort in Hemet, Calif. “[Park operators] confuse the RVer by stating they are a resort, but (the industry has) evolved so much in catering to the RVer that resorts are so much more than a park. An RV park is usually like parking in a parking lot, but has a few more amenities than a campground. A park will have the full hookups, a club house and a swimming pool. They may have a few activities, but are usually organized by the RVers themselves.” A resort, on the other hand, will have nice landscaping around each RV site as well as two decisions

Photos by Golden Village Palms

or three major amenities, Carle said, such as swimming pools, tennis and pickleball courts, spa services, a golf course or even a restaurant. RV resorts also will have an activities director that organizes multiple events that are put on by the resort, he said. “There are even a few resorts that could be listed as a ‘Destination Resort,’ ” Carle said. “These are resorts that you would go to and everything is there with no need to ever have to leave but for a few personal necessities.” Many park operators are tempted to “overreach” in portraying their property in the hope of capturing additional business, but doing so can be a decision fraught with peril, said Randy Hendrickson, CEO of Westlake Village, Calif.based Horizon Outdoor Resorts. “Think as a consumer, not as a business owner,” he said. “If you view your property objectively as a consumer, would you also see your property as a resort? Or would you be disappointed in what is being offered? The consumer is in control, and the degree to which you are honest in portraying your property’s attributes is the degree to which you will have satisfied customers. It’s always better to under-promise and over-deliver.” Indeed, thanks to the Internet, consumers can quickly determine whether park operators are being truthful with their use of “resort” terminology. “At the end of the day,” Hendrickson said, “whether you are calling your property an RV park, RV resort, RV village or something more nebulous, the image represented on the website, in conjunction with the many consumer review portals online, ultimately sway whether a first-time visitor will stay with you.” This is clearly a case where honesty is the best policy, said Cates. “Once guests see pictures and third party review sites,” he said, “they will quickly be able to confirm whether a property is truly an ‘RV resort’ or an ‘RV park.‘ Each segment has its place, but property owners and guests will be better served

>> arvc.ORG

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>> as properties become more clearly identified with their true characteristics.”

Photos by Marty’s ATV Oasis

Targeting the Right Audience

Deciding whether to call your business a campground, RV park or resort is only part of the marketing challenge. The rest of your park’s name offers an opportunity to target prospective campers based on their specific interests. Many park operators choose names that blend their geographic location with a specific activity that is popular at their park. Consider Lake Rousseau RV & Fishing Resort in Crystal River, Fla. The park is located along Lake Rousseau and its name helps draw both RV and fishing enthusiasts to the 4,000acre lake, said Jenny Ojala, the park’s front desk manager. Some park operators also find it worthwhile to create park names that blend family names with the types of activities they provide. Marty’s ATV Oasis in Middlesboro, Ky. is one such example. “We’re adjacent to a 9,000 acre offroad facility,” said Lorna Stephan, who co-owns and operates the park with her husband, Bill, and son, Marty. Naming the park was a family effort. Marty came up with the “ATV Oasis” part of the name, Lorna said, because the park is indeed an oasis or paradise for off-road vehicle enthusiasts. 28

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But Lorna said she encouraged Marty to add his first name to the park to give it a personal touch and reflect the fact that the park is family owned and operated. So far, she said, the naming strategy has been effective since it clearly indicates that they have a beautiful setting for ATV enthusiasts. Some parks find they can use their names not only to attract the types of campers they want, but to exclude the types of campers they don’t want coming to their park. Oyster Bay Senior Adult RV Park in Fort Myers Beach, Fla. is one case in point. “That name cuts out the college kids coming down on spring break looking for a place to pitch a tent,” said Robert Beasley, Oyster Bay’s general manager. The park name precludes college students from even calling the park, he said. Sometimes, however, park operators find it worthwhile to modify their names, particularly if their original names target too narrow of a market niche. Thunder Bay RV and Golf Resort in Hillman, Mich. shortened its name to Thunder Bay Resort a few years ago because the park felt that having “golf” in its name might imply that they solely catered to golf enthusiasts, which is not the case. “The [park] name affects who calls,” said park owner Jack Matthias. He added that while Thunder Bay Resort does have golf, changing the park’s name to focus on its resort attributes helps broaden the park’s appeal. Some park operators avoid the use of the words “campground,” “RV park” or “resort” in their name, but they still manage to create a loyal following. Driftstone on the Delaware in Mt. Bethel, Penn. is one such example. The 190-site, family operated campground was established by Earl and Margaret Ackerman in 1965. “Most of our customers are repeat customers,” said Andrea Hoffman, the park’s assistant manager, adding that arvc.ORG

most of the park’s targeted customers know that the park is on the Delaware River and provides canoeing, kayaking and rafting opportunities along with its RV and tent sites. “Our name has been out there a long time,” she said. Several park operators told the arvc VOICE they weren’t the ones who originally came up with their parks’ names, but that they inherited them from the previous owners. But if the existing names succeed in generating business and if they accurately reflect their park’s amenities and surroundings, most park operators are inclined to leave the park names unchanged. Dave and Joan Nowlan purchased Sweetwater River Ranch in Texas Creek, Colo. in late 2013 and have found no reason to change the park’s name. Located on the banks of the Arkansas River in south central Colorado, the park is a paradise for fishing, kayaking and whitewater rafting enthusiasts. It also offers not only RV and tent sites, but cabins and a few motel rooms, all of which allow visitors to have a ranch experience that is as rustic or luxurious as they want. “We have a lot of repeat customers,” Doug Nowlan said, adding, “We have sweet fishing water, and we’re surrounded by ranch land.” The exception to leaving park names intact, of course, is when new owners acquire an existing neglected park that not only needs repairs and improvements, but a new identity. That’s exactly what Jim and Della Allen did when they acquired a park in Warsaw, Mo. and renamed it Our Slice of Paradise. “The previous people had run it into the ground,” Della Allen said. “We wanted it to be our’s and not have it be someone else’s. We also wanted to give it a new identity.”

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government affairs

arvc Government

Affairs 2014 Update We continually monitor state and national policy issues and identify new laws and requirements in an effort to eliminate burdensome regulations and help drive legislative outcomes that are in the industry’s best interests. The arvc Public Affairs has identified a total 24 key issues impacting the industry and will be addressing these this year. The top six are listed below along with arvc’s position on each issue and if there are important movements on them so far.

1 Federal Minimum Wage The federal minimum wage looks to increase for federal contractors, however, at this point in time this only indicates potential momentum for a nationwide increase in the private sector. The strongest immediate change is coming from individual states. State Minimum Wage Legislation continues to be a hot issue as state legislatures begin their 2014 legislative sessions. Eleven states and D.C. propose increases to the state’s minimum wage: Hawaii, Kentucky, Maryland, Missouri, New Jersey, Oklahoma, Pennsylvania, Rhode Island, Tennessee, Utah and West Virginia. Bills in California, New York and Washington relate to minimum wage issues but don’t provide for increases.

2 Park Model RV Tax Issues & Definitions (PMRV) arvc continues to work with authorities having jurisdiction (AHJ) to provide nationally recognized definitions for PMRV’s regarding tax and zoning issues. PMRV’s should be taxed as personal property, just like any other vehicle which depreciates in value over time. Many AHJ’s are taxing PMRV’s as real property which appreciates in value over time thus increasing taxes over time.

3 Electric Sub-Metering Campgrounds are not public utilities and should not and do not resell electricity. There is a difference between reselling and recouping your costs. arvc supports industry-specific state rules and regulations regarding electric sub-metering. In 2013, Virginia passed an amendment necessary to the state utility code to specifically include campgrounds in the group of entities that have permission to sub-meter electricity. 30

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4 Evictions vs. Ejections arvc supports legislation that would allow a law enforcement officer to remove a person from a campground after being asked to leave by the owner, if they violate any federal, state, or local law, create a disturbance, defaults in payment, or remains on the campground beyond an agreed-upon departure time and date. Most park owners attempt to solve these issues at the lowest level possible and not let the situation escalate if possible. When the point is reached that it is necessary to eject a guest, the park owner should be able to contact local enforcement if the guest refuses to vacate the premises. The problem has been local law enforcement believing it is an eviction which implies a landlord/tenant relationship and requires civil action rather than a transient guest relationship.

5 School Opening/Closing Dates Pre-Labor Day school openings and post Memorial Day closings have a major impact on the tourism industry by shortening the summer tourism season. arvc continues to support state laws that require schools to open after Labor Day and close before Memorial Day which promotes a healthy tourism industry and generates additional tax revenues while still providing a quality education and learning opportunities.

6 Water Quality Standards arvc continues to utilize and promote the NFPA 1194 which is the nationally recognized “Standard for Recreational Vehicle Parks and Campgrounds.” This document contains realistic guidelines for per site water supply systems design and usage for AHJ’s to adopt in their standards.

18 Other Issues We Are Actively Monitoring The remaining 18 issues that are currently on our radar include backflow preventers, travel and tourism advertising appropriations, length of stay regulations, permit and license fees, transient occupancy taxes, luxury taxes, logo/tourism signage, vehicles abandoned at camp sites, food service standards and inspections, zoning regulations, residential property taxation, registered sex offenders, medical marijuana, Affordable Care Act (ACA), Americans with Disabilities Act (ADA), Food Insurance Reform Act of 2012, State Operation of National Parks, and Public/Private Partnerships (PPP’s).

Chairman’s Club As an integral part of the arvc Public Affairs Program, the Chairman’s Club works to represent our member’s business concerns and define arvc’s position on key issues, while presenting a unified message that communicates the viewpoint and strength of our national association. Chairman’s Club members take a stance on legislative and regulatory agendas by producing policy position statements and white papers, and by working with industry partners and legislators to help influence public policy and bring about change. Participation in this exclusive group offers you a unique opportunity to help strengthen our industry by sharing your valuable insights and business expertise. Get involved and start making a difference today by becoming part of the arvc Chairman’s Club! All we ask for is a contribution of your time and knowledge. Chairman’s Club members meet occasionally by phone and once each year at the arvc Outdoor Hospitality Conference and Expo (OHCE). Find out more information by going to arvc.org/legislative.

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marketplace

buyer’s guide

the buyer’s guide

is a comprehensive marketplace featuring products and services from arvc Member Benefit Providers and Supplier Council members. Advertising/Promotion AGS/TXAD

Debra Schaeffer 877-518-1989 debra@texasadvertising.net www.ags-txad.com AGS-TXAD specializes in area service guides and websites for RV parks with superior customer service and the latest marketing tools for our clients.

Anderson’s Brochure Distribution Service Joe Tice 866-645-1897 info@campwithandersons.com www.campwithanderson.com Anderson’s helps promote campgrounds and tourism at camping, RV and outdoor recreation shows throughout the eastern United States and Canada.

Beach House Logos

Steve Zimmerman 866-232-2402 steve@beachhouselogos.com www.beachhouselogos.com Beach House Logos is a full service promotional products company serving the RV park, campground and vacation industry since 2001. We are dedicated to bringing you the products and services that market your business.

CTM Media Group

Mick Canter 330-294-5271 mcanter@ctmmedia.com www.ctmmediagroup.com CTM Media Group is one of the largest brochure distribution companies in the world.

Southeast Publications USA, Inc.

Brian McGuinn 800-832-3292 contactus@southeastpublications.com www.southeastpublications.com Provider of campground site maps, area guides, guest service guides, advertising specialties, special event guides and directories. Jeff Abrams 954-845-7110 info@swampcityproductions.com www.swampcityproductions.com A full-service production company focusing on custom video solutions for campgrounds and other properties, including creating professional online videos at an affordable price.

Amusements/Games

Cold River Mining

George Marchacos 413-219-3252 coldrivergeorge@gmail.com www.coldrivermining.com Gemstone, fossil, panning, sluice, and mining attractions.

Gold Standard Games (Shelti)

Cathy Scarbrough 877-893-1739 cscarbrough@gold-standard-games.com www.gold-standard-games.com Manufacturer of coin-op and home recreational games including air hockey, pool, darts, foosball, and dome hockey.

The Original Jumping Pillows

Valerie Elfes 865-428-7526 val@originaljumpingpillows.com www.originaljumpingpillows.com The official jumping pillow, shade structures, hideaway huts, inflatable concession stands and playground equipment provider in the U.S.

Apparel/Gifts/Accessories Smart Industry Products, LLC.

Jeff Lazarus 847-607-9319 jeff@smartindustryproducts.com www.smartindustryproducts.com Awesome store products, from pet LED products to custom-made t-shirts. We specialize in affordable store merchandise that will maximize customer satisfaction and increase revenue. We can customize anything with your campground name! Michele Medina 800-346-2345 sales@wilcor.net www.wilcor.net Camping goods, RV and electrical goods, BBQ, picnic, housewares, fishing gear, pocket knives, impulse jewelry, toys and games, wildlife plush animals, polystone figurines, picture frames, hand crafted wood gifts, magnets, mountain lodge decor, and customized souvenirs.

awnings/screen rooms

Betson Enterprises

Brian Murphy 201-438-1300 bmurphy@betson.com www.betson.com Betson Enterprises is the leading worldwide distributor of coin-operated amusement equipment. Betson has over 75 years of experience and leadership in the amusement industry.

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Melanie Kaffl 800-962-9655 melanie@chesapeakeceramics.com www.chesapeakeceramics.com Add revenue to your recreation program with ceramics — no kiln required! Great prices on shapes, glazes, colors and equipment. Friendly, expert advice available. Call or log on today!

Wilcor International

Swamp City Productions, Inc.

Chesapeake Ceramics

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Silver-Top Manufacturing Co, Inc.

Carol Knickman 800-638-6960 knickman@silver-top.com www.silver-top.com Leading manufacturer of luxury awnings, patio rooms, screen rooms, portable awnings and slide out covers — built to withstand all climates. Made in the USA. Satisfying customers for more than 60 years!

arvc.ORG

Consulting Services David Gorin Associates, LLC

David Gorin, CPO 703-448-6863 david@davidgorinassociates.com www.davidgorinassociates.com David Gorin Associates is a consulting firm exclusively serving investors, developers, owners and buyers of RV parks and campgrounds.

Credit Card Processing MEMBER BENEFIT PROVIDER

First Data

Pete Beckary 717-468-1866 pete.beckary@firstdata.com www.firstdata.com Receive a great rate for credit card processing plus enjoy numerous benefits, including complete business solutions and robust products and services that help build your business, moneysaving price structure for all credit and debit card transactions, one convenient statement incorporating all card transactions, and online reporting and toll-free customer support 24/7.

MCPS for Campgrounds

Art Lieberman 877-858-9010 rvcreditcards@yahoo.com www.mcpsforcampgrounds.com Credit and debit card processing services, e-processing, check guarantee, gift cards and cashless ATM machines.

MEMBER BENEFIT PROVIDER

Payment Processing Consultants (PPC)

Jason Dates 888-282-5384 jason@ppcsales.com www.ppcsales.com PPC can help you increase profits, save time, improve credit card processing quality, and save your business money. Call to learn more.

Electrical Services/ Supplies B&B Electric

Matt Linnell 248-391-3800 sales@bbelec.com www.bbelec.com YOUR ONE STOP ELECTRICAL SOURCE! We specialize in distribution equipment, pedestals and surface boxes, gas meters, electric meters & conversion kits, water meters, wire and lighting. We offer FREE electrical layout services and shipping on pedestals!

Peak Energy Technology, LLC

William Weideman 888-613-7775 wweideman@peakenergytech.com www.peakenergytech.com The Peak Energy Saver recycles and re-uses electricity and can save you up to 25% on your electric bill. By installing it near your circuit breaker panel, the Peak Energy Saver works with all of the motors and transformers in your park!

Utility Supply Group

Wade Elliott 800-800-2811 wade@go-usg.com www.go-usg.com Utility Supply Group is a nationwide provider of electrical power outlets, electric and water meters, wire, and replacement parts for RV parks and campgrounds.

Your Electrical Solutions, LLC

Maggie Linnell 855-644-2400 maggie@yourelectricalsolutions.net www.yourelectricalsolutions.net Shop and compare top of the line suppliers like Milbank, Eaton, Midwest and American Lighting. Electric pedestals, surface boxes, electric meters, conversion kits, water meters, lighting and power distribution equipment.

FINANCIAL SERVICES Whitebridge Financial

Bob Letham 330-754-1297 bob@whitebridgefinancial.com www.whitebridgefinancial.com/crf Equiant delivers quality solutions to receivables servicing issues encompassing invoicing, loan and maintenance payment processing, backup servicing, securitization servicing, early stage collections, and document custody.

Food Products/Dry Goods/ Supplies Forte Supply

Jeff Becker 866-610-5520 jbecker@fortesupply.com www.fortesupply.com

Premier Outdoors

David Paczocha 866-378-6678 davidp@premierenterprise.com www.premieroutdoorsinc.com Premier Outdoors provides eco-friendly fire starters and charcoal with focus on safety and ease of use. For all of your camping, charcoal and fire starting needs.

Franchisers Cruise Inn RV Parks

Scott Anderson 303-519-7372 sanderson@cruiseinns.com www.cruiseinns.com Cruise Inn, a newly launched outdoor hospitality brand affiliation, offers RV park owners services and resources to increase profitability while leaving decision-making power in their hands.

Kampgrounds of America (KOA)

Chris Fairlee 800-548-7239 cfairlee@koa.net www.ownakoa.com KOA is a franchise camping company providing marketing, operational, and technology programs to over 1000 KOA Kampground entrepreneurs.

Leisure Systems, Inc.

Rob Schutter, CPO, OHC 800-626-3720 rschutter@leisure-systems.com www.jellystonefranchise.com Franchisor of Yogi Bear’s Jellystone Park CampResorts. Founded in 1969, now includes over 75 locations in the U.S. and Canada. Focus on the family camping and cabin rental market.

ROUNDS MAINTENANCE G SERVICES/SUPPLIES MEMBER BENEFIT PROVIDER

HD Supply

Jawaun Hightower 858-831-2570 jawaun.hightower@HDsupply.com www.hdsupplysolutions.com HD Supply is the #1 maintenance, repair and operational (MRO) supplier in the U.S. arvc members qualify for discounted pricing which represents a savings of 11-13% over published catalog pricing! Call to set up an account.

MEMBER BENEFIT PROVIDER

New Holland

717-355-4073 www.agriculture.newholland.com/us/ New Holland manufactures a wide range of equipment including a full line of tractors, utility vehicles, skid steers, and backhoes designed to help you maintain your RV park or campground. Visit agriculture.newholland.com/us and click on dealer location. Then visit your local New Holland to take advantage of exclusive member discounts up to 40% of MSRP.

Ventrac

Corey Thomas 330-683-0075 corey.thomas@ventrac.com www.ventrac.com Ventrac compact tractors excel on slopes with an articulating frame, all-wheel drive and wide wheel base — ideal for campground use as a year round machine with over 30 commercial attachments.

Insurance Services EMPLOYEE BENEFIT PROVIDER

ARVCHealthPlans

888-624-5891 www.ARVCHealthPlans.com Our health insurance program can help provide members, their employees and families with comprehensive major medical insurance coverage, along with dental and eye care with flexible options. Go online to learn more and get your free instant health insurance quote. Or call to speak to a customer service representative.

Leavitt Recreation & Hospitality Insurance Chris Hipple 800-525-2060 chris-hipple@leavitt.com www.lrhinsurance.com RV Park, campground, resort, or lodge, we can insure them all and give you the most options with our large selection of insurance companies to choose from. We are an agency that focuses on the recreation industry and specialize in RV parks and campgrounds.

Manning & Nozick Insurance Agency, Inc.

Jay Zandman 770-393-8311 jayz@manning-nozick.com www.manning-nozick.com Southeast's largest independent agency, servicing RV parks and resorts. Our agent, Jay Zandman, is a park owner, so he understands the problems and challenges you face when securing insurance.

MEMBER BENEFIT PROVIDER

Mass Marketing Insurance Consultants, Inc. Ed Sterczek 800-349-1039, ext. 15 ed.s@mmicinsurance.com www.mmicinsurance.com/ARVC Mass Marketing Insurance Consultants, Inc. is here to help you design a healthcare program to fit your needs, your employee's needs, and your budget. Go online or call for more information.

MEMBER BENEFIT PROVIDER

USI Affinity

Jim Pitts 855-575-2632 benefits@usiaffinity.com We offer a wide range of choices for individuals and group insurance. Visit the Marketplace to find the health coverage plan that fits your budget and meets your needs. Call to learn more.

USI Insurance

Tom Gerken 207-729-4013 tom.gerken@usi.biz www.usi.biz Nationally focused insurance firm capable of delivering high-quality insurance and financial products and services nationwide.

interior/exterior design goods

PREFERRED PROVIDER Evergreen USA

Lucas Hartford 800-343-7900 lucas@evergreenusa.com www.evergreenusa.com As the official arvc Preferred Provider of comprehensive general liability and other insurance coverage — members can take advantage of discount rates! Specializing in providing insurance coverage for the RV park and campground industry. Call for a free quote.

Gerber Manufacturing, Ltd.

John Bailey Insurance

Great American Direct

Brandon Clarke 865-524-0785 brandon@johnbaileyco.com www.johnbaileyco.com RV park and campground insurance agency. Integrity, service, expertise.

arvc.ORG

Jeff Urso 800-393-9923 sales@gerbertables.com www.gerbertables.com Gerber Tables has been supplying parks and campgrounds with picnic tables, park benches and other outdoor products nationwide since 1969. All our products are designed and manufactured for commercial use to be extremely durable under all conditions. Donna Fout 757-229-0567 shop@greatamericandirect.com www.greatamericandirect.com We offer factory direct mattresses that provide comfort, style, and warmth to the hospitality industry. Our Rugged Comfort Sleep Systems are available in plush or wipe-down materials. Mattress orders over $1000 receive free nationwide shipping.

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MEMBER BENEFIT PROVIDER

Sherwin-Williams Company

SESAC

Ryan Brown 303-794-2472 ryan.e.brown@sherwin.com www.sherwin.com Sherwin-Williams manufactures and distributes paint coatings and related supplies through 3,600-plus company-owned stores in all 50 states and Canada. Visit sherwin-williams.com to find a store near you, and then visit your local SherwinWilliams to take advantage of special arvc member pricing.

Laundry Equipment/Supplies MEMBER BENEFIT PROVIDER

Alliance Laundry Systems (ALS) – Speed Queen/UniMac

Bob Bruce 920-748-4473 bob.bruce@alliancels.com www.alliance-laundry.com ALS offers Speed Queen coin-operated laundry equipment and UniMac on-premise laundry equipment including top load washers, front load washers, matching single dryers, and stacked equipment. Call to take advantage of exclusive arvc member pricing.

Licensing ARVC Music Licensing Program

www.arvc.org/music-licensing Take advantage of our exclusive combined annual license that includes coverage for both ASCAP and BMI at drastically reduced rates. Monthly SESAC licenses are also available at a discounted rate, in addition to the combined license, for added coverage. Visit arvc.org/music-licensing for more information.

MEMBER BENEFIT PROVIDER

David Shawl 800-826-9996 dshawl@sesac.com www.sesac.com SESAC, Inc. is a performing rights organization. Performing rights organizations are businesses designed to represent songwriters and publishers and their right to be compensated for having their music performed in public.

anufacturer Buildings/ M Housing Cavco Park Homes & Cabins

Tim Gage 800-622-8260 tgage@cavco.com www.cavco.com Manufacturer of camping cabins and park model RVs selling factory direct to RV parks and campgrounds nationwide.

Champion/Athens Park Homes

Dick Grymonprez 800-738-0392 dgrymonprez@championhomes.com www.athensparkhomes.com Quality builder of park models and cabins with building operations in Athens, TX, Chandler, AZ, Lake City, FL, Lindsay, CA, Salisbury, NC, Sangerfield, NY, Weiser, ID, and York, NE.

Chariot Eagle, Inc.

Robert Holliday 352-629-7007 bobholliday@charioteagle.com www.charioteagle.com Chariot Eagle RV Park Models is one of the top producers of holiday, rental cabins and vacation park homes in the USA. Plants in Florida and Arizona.

Pacific Yurts

ASCAP

Vernell Fleming 888-772-4142 vfleming@ascap.com www.ascap.com ASCAP represents 420,000-plus U.S. composers, songwriters, lyricists and music publishers. Through our licensing program members have access and the right to perform millions of musical works.

Pete Dolan 800-944-0240 info@yurts.com www.yurts.com The original designer and manufacturer of the modern yurt, offers a unique alternative to cabins and meeting halls for generating revenue — the highest quality design, materials and customer service backed by the industry leader.

MEMBER BENEFIT PROVIDER

Silvercrest Homes

BMI (Broadcast Music Inc.)

Josh Lagersen 615-401-2832 jlagersen@bmi.com www.bmi.com BMI is a global leader in rights management, providing music licensing to businesses that enables them to comply with copyright law and grants permission to publicly perform all the copyrighted music in the BMI repertoire of more than 7.5 million musical works.

MEMBER BENEFIT PROVIDER

Motion Picture Licensing Corporation (MPLC)

Eileen Korte 800-462-8855 ekorte@mplc.com www.mplc.org MPLC is the leader in motion picture copyright compliance, supporting legal access across five continents and more than 20 countries. Visit arvc.org/mplc to enroll.

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Steve Harwood 800-382-0709 sharwood@championhomes.com www.silvercrest.com Silvercrest RV “Simply the Best”. Manufacturer of the highest quality and outstanding design park models in the western U.S.

MARKETING SERVICES G. A. Printing

Jerry Davis 828-252-9867 jerry@golfassociates.com www.ga-printing.com We print rack cards, brochures, post cards and business cards for the travel and hospitality business.

Red Rover Camping

Robert Bouse, CPO, OHC 512-897-8122 rbouse@redrovercamping.com www.redrovercamping.com Red Rover Camping is the ultimate marketing tool designed to fill empty campsites without discounting — no contracts, no upfront costs, only new customers.

medical/first aid services and supplies AED Authority

Valarie Brehm 888-970-7799 x3 valarie.brehm@aedauthority.com www.aedauthority.com Owning an AED has never been easier. AED Management Programs can ensure that your organization has an AED program in place to keep you current with any and all legal requirements, and most importantly, to equip you to save lives when confronted with Sudden Cardiac Arrest events. Whether your organization needs one or dozens of AEDs, we can help you implement and manage the use of these life-saving devices.

Office supplies MEMBER BENEFIT PROVIDER

Staples Advantage

Lindsay Cordova 303-373-8303 lindsay.cordova@staples.com www.order.staplesadvantage.com Now the great prices and selection only Staples can provide, delivered right to your business! Call or email to set up an account and take advantage of special member pricing.

Outdoor Furnishings Jamestown Advanced Products, Corp.

Shari Eckman 716-483-3406 seckman@jamestownadvanced.com www.jamestownadvanced.com From grills to campfire rings, picnic tables to benches and bike racks, Jamestown Advanced Products should be the first stop for outdoor furnishings!

R.J. Thomas Mfg. Co./Pilot Rock

Bob Simonsen 800-762-5002 pilotrock@rjthomas.com www.pilotrock.com Designer and manufacturer of the Pilot Rock brand of picnic tables, charcoal grills, campfire rings, benches, trash receptacles, bike racks, lantern poles and more.

Sun Patio Furniture

Peri Janis 480-221-3362 peri@sunpatiofurniture.com Quality outdoor products, pool furniture and accessories. Competitive pricing and great customer service! Special offer of 10% all new orders for arvc members.

Plumbing Services/Supplies King Supply Company

Paul Boutiette 888-852-5340 paulb@kingsalesgroup.com www.kingsupply.com Discount supplier of plumbing and maintenance products to the park and recreation industry.

arvc.ORG

MEMBER BENEFIT PROVIDER

MOEN, Inc.

Suburban Propane

Dan Meredith 724-942-0964 dan.meredith@moen.com www.arvcplumbing.com MOEN commercial products are built for the most demanding environments. Durable products that are both vandal-resistant and energy-efficient help lower your cost of ownership. Take advantage of exclusive arvc member pricing on hundreds of products. Visit arvcplumbing.com for complete account set-up, product and pricing information.

The Tower Company

Christine Kornely 920-682-6091 salestower@comcast.net www.towercompany.com Tower Company is your supplier of quality dump station products. Products include Romort Water Towers, sanitary hatch covers and dump station signs and Dogipot products.

P ools and Fountains services/ supplies MEMBER BENEFIT PROVIDER

Leslie’s Pool Supplies

Brad Lewis 615-673-5468 blewis@lesl.com www.lesliespool.com/commercialcatalog/ Leslie's offers a comprehensive pool supply product line including chemicals, cleaning devices, equipment, parts, recreational safety products, as well as unique items for the patio. We also offer professional equipment installation and repair. Call to set up an account.

propane MEMBER BENEFIT PROVIDER

AmeriGas Propane L.P.

Stan Cardwell 901-581-1954 stan.cardwell@amerigas.com www.amerigas.com AmeriGas is the nation's largest propane company, serving over 1.3 million customers in nearly 50 states. We offer you storage tanks, refilling equipment, installation, safety training and support, comprehensive marketing materials, tank rental — FREE. And no extra charges or delivery fees. Call to set up an account. View current member discounted pricing at arvc.org/propane.

MEMBER BENEFIT PROVIDER

Blue Rhino

Jennifer Fisher 800-258-7466 jfisher@bluerhino.com www.BlueRhino.com/ARVC Blue Rhino is America's #1 propane tank exchange brand and leading designer and marketer of barbecue grills, outdoor heaters, fireplaces and pits, mosquito traps, and other outdoor appliances, including a full line of innovative barbecue accessories from Mr. Bar-B-Q. It's not just propane! Call to order today.

MEMBER BENEFIT PROVIDER

Ferrellgas

Jamie Bodine 913-661-1500 nationalaccounts@ferrellgas.com www.ferrellgas.com Ferrellgas provides propane gas solutions for your home or business. Save money with our propane tank delivery and maintenance options. Call to set up an account. View current member discounted pricing at arvc.org/propane.

Recreational Equipment

Sandra Holmes 800-643-7137 sholmes@suburbanpropane.com www.suburbanpropane.com Suburban provides state-of-the-art bulk refilling dispensing units, bulk propane installations, discount pricing, equipment, on-site safety training and instruction, safety signage with 24-hour emergency service available. Call to set up an account. View current member discounted pricing at arvc.org/propane.

Publications/Books Amazon

Pamela Petruschke 206-266-2611 petrusch@amazon.com www.amazon.com/jobs Amazon is a Fortune 50 company that is the global leader in e-commerce. Since we started in 1995 we have significantly expanded our product selection, international sites and worldwide network of fulfillment and customer service centers.

Real Estate Services Baehre Real Estate

Russell Baehre, CPO, OHC 830-896-5050 info@rvparksforsale.com www.rvparksforsale.com A fully licensed real estate firm specializing in campgrounds, RV parks and RV resorts for over 25 years! Proud arvc member for 20 years!

Campground Valuation

Grant Ackerly, MAI, CCIM 855-968-2267 info@campval.com www.campval.com National appraisal company providing market analysis and real estate appraisals to the RV park and campground industry.

CBRE

Mike Nissley 404-504-5970 mike.nissley@cbre.com www.cbre.com/mhrv The Manufactured Housing Group focuses exclusively on manufactured homes and RV communities across the U.S. and Canada. Our team offers a unique combination of services including MH/RV acquisition, disposition, finance and appraisals.

Berg USA LLC

Kent Julye 877-499-6462 gary.landis@bergtoys-usa.com www.bergtoys-usa.com We are the exclusive USA distributor for Berg Toys. Berg's high quality pedal go-karts have provided safe and healthy recreation at RV parks and campgrounds for 10 years.

Big Bob’s Firewood

Paul Francis 248-690-5150 sales@bigbobsfirewood.com www.bigbobsfirewood.com Amish made, 100% hardwood, self-contained instant starting two-hour fire and safe-to-cook over. You only need a match to start. Legal to transport anywhere in the U.S.

Challenge Design Innovations, Inc.

Katie Dickerson 855-234-4636 katie@cdiinfo.com www.challengedesigninnovations.com Make aerial adventures a part of your campground’s unique and memorable experience! Our adventure parks, zip lines, and climbing walls are perfect for families, groups, and campers of all ages.

Club Car – Ingersoll Rand

Ryan McClellan 800-227-0739 ryan_mcclellan@clubcar.com www.clubcar.com Club Car is the world’s largest manufacturer of small-wheel, zero-emissions electric vehicles, including light-duty utility vehicles, heavy-duty 4x4s and multi-person transports.

Commercial Recreation Specialists

Ron Romens 877-896-8442 ron@crs4rec.com www.crs4rec.com CRS provides revenue-generating recreation solutions ideal for RV parks and campgrounds including inflatables for pool or waterfront, kayaks, stand-up paddle boards, pedal boats, indoor and outdoor play equipment, mini-golf, shade structures and more!

EMPLOYEE BENEFIT PROVIDER

Ford Motor Company

Darrell Hess 828-452-1535 hess@campgroundsforsale.com www.campgroundsforsale.com Real estate RV park brokerage, consulting, workshops, educational materials.

Doug Jones 303-738-4437 jonesd5@autonation.com www.ford.com arvc members can now take advantage of great discounts on Ford cars, vans and trucks. It’s easy to get started, go to ford.com and click “build and price” under shopping tools at the bottom of your screen. Then call us and we’ll help you get into the right vehicle at the right price.

Parks and Places, Inc.

Freestyle Slides, Inc.

Darrell Hess and Associates

Mary Bedford 616-581-2470 mary@parksandplaces.com www.parksandplaces.com Proudly giving you the quickest response, most professional marketing package and best team to help sell or buy campgrounds and RV parks.

arvc.ORG

Ron Crater 727-563-2003 ron@freestyleslides.com freestyleslides.com Leader in custom inflatable water slides for over 10 years. Home of the HIPPO. The world’s largest inflatable waterslide.

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Prime Pedal Karts, LLC

Derek Lother 866-475-0450 info@primekarts.com www.primekarts.com Prime Karts "Made in the USA" pedal karts are designed and built for heavy, commercial use. Over 15 years of experience has made us the leader in the campground market.

Wavi USA – JCI Distribution, LLC

Brian Jones 813-919-0772 brian@waviusa.com www.waviusa.com Masks, snorkels, fins, goggles, combo sets, flipflops, water shoes, dry bags, nose clips, ear plugs, swimming caps, rash guards, wet suits, and baby hats.

Reservation Systems Campground Automation Systems

Tyler Duffy 877-783-2367 tyler@campgroundautomation.com www.campgroundautomation.com The Sunrise reservation management system provides an improved user experience with real-time online reservations, unattended kiosk check-in and payment, automated campsite utilities management and remote monitoring and reporting.

Campsite Reports

Jeff Prom 612-812-7524 jeff@campsitereports.com www.campsitereports.com Free online reservation system for campgrounds, RV parks, and resorts. Low reservation fees for campers who reserve online. List your campground, display photos, maps, videos and reviews of your campground and individual campsites all for free!

Go USA Camping

Wendi Ruhr 800-803-0635 wruhr@gousacamping.com www.GoUSACamping.com Go USA Camping combines real-time online reservations with a powerful web-based front office system that's easy to use. With our stepby-step wizard you have complete control over your park at any given time. Our innovative system has it all.

Leisure Interactive, LLC

Kelly O’Bryan 714-628-3434 kobryan@leisureinteractive.com www.leisureinteractive.com We are a leading provider of online reservation technology, front office software, property management solutions and consumer marketing networks for campgrounds and RV parks.

Mission Management Information

Peter Kearns 905-374-8643 peterk@campgroundmanager.com www.campgroundmanager.com Campground Manager® the most powerful campground and RV resort software available today!

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Resort Data Processing, Inc.

Alex Biegler 970-376-2377 alex@resortdata.com www.resortdata.com RDP provides quality property management software, online reservation capabilities, interactive maps and a full array of management features to campground and RV resorts.

RMS North America

David Jones 858-900-1823 dj@rms.com.au www.parks.rmsnorthamerica.com RMS is a world leader in providing property management and online reservations solutions for the hospitality industry.

RVspotfinder.com, LLC

Nathan Smith 877-377-9682 nathan@rvspotfinder.com www.rvspotfinder.com RVspotfinder.com, the premier full-service cloud-based online reservation and campground management system.

Resort Management Services Newby Management

Ray Seigneurie, CPO 888-847-3700 ray@newbymanagement.com www.newbymanagement.com Over 30 years experience managing RV resorts combines a “people-first” approach with higher occupancy and reduced expenses to deliver value added professional management solutions.

Newport Pacific Capital

Janece Herrington 949-852-5575 janece@newportpacific.com www.newportpacific.com/rv-and-marina-management Newport Pacific Capital is a full service RV resort management company that combines a high touch, family-oriented operational style with all of the resources a larger company can provide. Our team of experienced professionals has the experience and expertise it takes to operate your resort to preserve capital and maximize the asset. We work towards increasing the property's value, overall operational efficiency, market presence and client satisfaction.

RV Associations/Clubs/ Memberships

Good Sam Family

Ann Emerson 800-765-7070 aemerson@goodsamfamily.com www.goodsamclub.com Largest network in North America with over 2,100 affiliated parks.

Passport America

Vernon Simmons 800-681-6810 comments@passportamerica.com www.passportamerica.com The “original” 50% discount camping club. Over 1,700 participating campgrounds and RV Parks.

RV Equipment/Supplies Mattress Safe, Inc.

Wendy Wood 770-205-5335 wendy@mattresssafe.com www.mattresssafe.com Mattress Safe, Inc. is an American owned business manufacturing products that are waterproof, breathable, fire retardant and non-allergenic. We protect your bedding and sleeping surfaces from bed bugs, dust mites, spills, mold and bacteria. Designer colors are now available!

Stag-Parkway, Inc.

Tony Diaz 404-796-1815 linda.scott@stagparkway.com www.stagparkway.com As the nation’s largest RV parts and accessories distributor, STAG offers over 25,000 products from 12 warehouses, with next day service to 97% of America’s RV dealerships.

Sunland Specialties

Brian Lerg 909-608-7740 brian@sunlandspecialties.com www.sunlandspecialties.com Distributor of RV accessories, camping and electrical goods, beach and swimming goods, toys, personal care, fire and BBQ products.

Thetford/Norcold

734-769-6000 www.thetford.com Thetford manufactures permanent and portable toilets for RVs along with deodorants and RV care and maintenance supplies. Norcold manufactures refrigerators and freezers.

Sanitation Maintenance/ Supplies

Family Motor Coach Association, Inc.

Phelps Honey Wagon, Inc.

Freedom Resorts

Unique Natural Products

Jerry Yeatts 800-543-3622 jyeatts@fmca.com www.fmca.com Enhancing the motor home lifestyle for nearly 50 years. Helping to connect over 90,000 families to campgrounds across the U.S. and Canada. Ask us how! Amy Rader 877-990-2267 amy@freedomresorts.com www.freedomresorts.com 25% discount on RV parks, campgrounds, and outdoor recreational adventures.

arvc.ORG

Jaylene Shannon 800-463-3707 info@phelpshoneywagon.com www.phelpshoneywagon.com Phelps Honey Wagon gives you many sewage handling options. Our 12-inch industrial grade diaphragm pump, made in the USA, pumps at a rate 50-60 gallons per minute. Ricky Stewart 303-420-7940 ricky@uniquemm.com www.uniquemm.com Manufacturer of all natural bio/enzyme products.

security/access controls Parking BOXX

Brad Henkel 800-518-1230 info@parkingboxx.com www.parkingboxx.com Gates, access control and payment solutions. We offer high-quality systems, professional installation, and great service. Ask how we can help YOU make more money!

SIGNAGE Berntsen International, Inc.

Claudia Fuller 608-249-8549 cfuller@berntsen.com www.berntsen.com/Go-Shopping/ Parks-Recreation Berntsen International, Inc. has been "Marking the Infrastructure of the World" since 1972. Berntsen is your source for trail-marking products, campsite markers and signage.

RV Park Signs

Tom Eubanks 404-944-9988 info@golfsignco.com www.rvparksigns.com Custom-designed signs, tables and website graphics, along with professional photography services. Your campground deserves a high-end look at budget-friendly pricing!

Staffing/Recruiting/ Training

Telecom/Internet/satellite EMPLOYEE BENEFIT PROVIDER

MEMBER BENEFIT PROVIDER

AT&T

RVBackgroundchecks.com

Dan Voss 816-228-5255 danv@datasourcecorp.com www.rvbackgroundchecks.com RVBackgroundchecks.com has the best background check technology and screening tools available. Let us help you get the best applicant on board. Take advantage of your FREE online background check and review of our discounted screening platform today.

SureVista

Blake Ashdown 800-990-7202 bashdown@surevista.com www.surevista.com SureVista Solutions combines cutting edge research and industry expertise to build profitable marketing programs and improve customer satisfaction for RV park operators.

Workamper News, Inc.

Steve Anderson 800-446-5627 editor@workamper.com www.HireAWorkamper.com We are dedicated to helping you build a successful recruiting program that can decrease your hiring stress while increasing your bottom line!

www.att.com/wireless/arvc arvc members and their employees now qualify for a 15 percent discount on qualifying personal wireless plans, as well as exclusive discounts on equipment.

CEECO

Penny McCreary 863-357-0798 sales@ceeco.net www.ceeco.net Coba Systems provides the RV park, campground and hospitality industries private cable, telephone and WiFi services utilizing carrier grade technology and industry proven management.

Digitalway Services

Tim Murry 817-304-3595 tim@digitalwayservices.com www.digitalwayservices.com We are a coast-to-coast, turnkey cable/WiFi provider to the RV park and resort industry. Pay wholesale NOT retail rates. We customize your installation to fit the needs of your park. Our impeccable service record speaks for itself. Call us today!

Member Music Licensing Savings Through arvc Find out more information about the music licensing program by going to arvc.org/music-licensing.

Alaska . . . . . . . . . . . . $77

Massachusetts . . . . . $21,190

Alabama . . . . . . . . . . $321

Maine . . . . . . . . . . . . . $21,205

South Carolina . . . . . $11,932

Arkansas . . . . . . . . . . $307

Michigan . . . . . . . . . . $22,408

South Dakota . . . . . . $4,953

Arizona . . . . . . . . . . . $32,606

Minnesota . . . . . . . . . $3,505

Tennessee . . . . . . . . . $7,658

California . . . . . . . . . . $40,385

Missouri . . . . . . . . . . . $4,902

Texas . . . . . . . . . . . . . $31,341

Colorado . . . . . . . . . . $3,400

Mississippi . . . . . . . . . $816

Utah . . . . . . . . . . . . . . $360

Connecticut . . . . . . . $10,583

North Carolina . . . . . $17,758

Virginia . . . . . . . . . . . . $17,506

Delaware . . . . . . . . . . $2,968

Nebraska . . . . . . . . . . $215

Vermont . . . . . . . . . . . $1,835

Florida . . . . . . . . . . . . $92,368

New Hampshire . . . . $9,669

Washington . . . . . . . . $6,547

Georgia . . . . . . . . . . . $782

New Jersey . . . . . . . . $25,120

Wisconsin . . . . . . . . . $30,764

Iowa . . . . . . . . . . . . . . $594

Nevada . . . . . . . . . . . . $384

West Virginia . . . . . . $3,363

Illinois . . . . . . . . . . . . . $10,586

New York . . . . . . . . . . $24,226

Indiana . . . . . . . . . . . . $17,912

Ohio . . . . . . . . . . . . . . $35,058

Kansas . . . . . . . . . . . . $222

Oklahoma . . . . . . . . . $431

Kentucky . . . . . . . . . . $2,711

Oregon . . . . . . . . . . . . $6,557

Louisianna . . . . . . . . . $3,770

Pennsylvania . . . . . . . $50,254

arvc.ORG

Rhode Island . . . . . . . $2,850

Total arvc . . . . $582,399

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arvc VOICE MAGAZINE

marketplace

buyer’s guide

Eleisure

website Services

Fluid Manufacturing

Charles Miller 713-559-4605 charles@eleisure.net www.eleisure.net Eleisure provides the most advanced wireless internet installation and support, television installation and support, and voice over IP phone service to the RV Industry.

Pete Parafin 800-443-5843 fluidmfg@aol.com www.fluidmfg.com Factory direct pricing on coin-operated shower controls, coin counters and bill changers. Save up to 15% off American Bill Changers EVERYDAY with exclusive arvc member pricing!

TengoInternet, Inc.

Kooler ICE Inc.

Eric Stumberg 512-469-7660 marketing@tengointernet.com www.tengointernet.com We are proud to be the nation’s leading provider of wireless networks and guest services to the hospitality industry.

Jeff Dyson 478-956-1423 jdyson@koolerice.com www.koolerice.com We are the leader in the ice vending industry providing self-contained ice vending machines that automatically make, store and dispense fresh ice on demand, 24 hours a day.

Travelers Communication Services, LLC

Susan Sandow 888-228-4575 susan@travelerscable.com www.travelerscable.com Premier provider of cable TV — now with HD, kiosks, phone and hybrid Wi-Fi, on our dime or turn-key. Over 30 years of experience serving the RV resort industry.

VENDING/COIN-OP MACHINES Coinmach Corporation/Special Services

Sean Reidy 704-281-0934 sreidy@coinmachcorp.com www.coinmach.com Coinmach partners with RV parks and campgrounds nationwide to offer the added convenience of laundry centers. Our tailored design, installation and service programs suit each location’s unique needs with the most advanced, energy-efficient equipment.

ASTE CONTROL/ W RECEPTACLES/SUPPLIES

Doggie Deposit

Bob Hansen 866-398-3992 bhansen@doggiedeposit.com www.doggiedeposit.com Our pet waste bags are made of low density polyethylene with the special additive (D2W) which makes them degradable. Our bags are easy on your budget and environment!

RVParks247.com

Michael Von Quilich 775-751-3500 virginia@rvparks247.com www.rvparks247.com RV'ers have gone mobile and so has RVParks247.com. We build HD-responsive websites so you don't miss any drive-by customers.

RVpoints.com

Michael Ogilvie 727-726-6400 mogilvie@baysidecom.com www.rvpoints.com RVPoints.com is a FREE campground listing service for campground owners. Additionally we offer listing services for local businesses and the sale of RV and park models.

Strait Web Solutions

Roxi Baxley 360-457-2490 roxi@straitwebsolutions.com www.straitwebsolutions.com Website design, development and hosting. Mobile websites, social media consulting, search engine optimization. More than 14 years experience in the web design and RV park and campground industries!

DOGIPOT

David Canning 800-364-4768 info@dogipot.com www.dogipot.com Dogipot has the most environmentally-conscious and highest quality dog waste removal products to help keep campgrounds and RV parks free from the nuisance of unsightly, smelly and harmful dog pollution.

A wonderful show of hospitality.

LAS VEGAS 2014

Rio All Suites Hotel and Casino,

Las Vegas, Nevada • December 2-5, 2014 Trade Show & Expo – December 3-5

To register and for more detailed information visit arvc.org/OHCE. 38

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| SPRING 2014 |

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ATTRACT MORE CAMPERS TO YOUR PARK. Introducing the NEW GoCampingAmerica Consumer Leads Program â&#x20AC;&#x201D; targeted solutions that help you drive campers to your park! Call Jennifer at 303-681-0401 for more information.