MC Fireside Chats - January 8th, 2025

MC Fireside Chats

The January 8, 2025, episode of MC Fireside Chats, hosted by Brian Searle, kicked off the year with an engaging discussion on enhancing guest experiences in outdoor hospitality. The panel, featuring Kevin Thueson, Joe Duemig, Casey Cochran, Scott Foos, Brittany Mathis, and Lelah Campo, explored themes of personalization, technology, and operational excellence, offering diverse strategies for meeting evolving camper expectations. Kevin Thueson opened by sharing his journey from owning a single KOA franchise to managing nine properties under KCN Campground. He highlighted the importance of continuously revisiting guest touchpoints, adapting to changing expectations, and empowering his team to deliver memorable experiences. Kevin emphasized that scalability doesn’t mean sacrificing personalization; instead, it requires a disciplined focus on guest feedback and operational refinement. Joe Duemig, CEO of AppMyCommunity, underscored the value of technology in enhancing guest engagement. He encouraged campground owners to regularly test their booking systems to identify and eliminate friction points. Joe shared how individualized mobile apps can simplify communication and streamline operations, making it easier for campgrounds to deliver tailored experiences while maintaining efficiency. Casey Cochran from Camp Spot brought a data-driven perspective to the discussion. He explained how tracking booking trends and guest feedback can inform operational decisions, from optimizing site descriptions to improving conversion rates. Casey stressed the need to balance automation with personal touches, noting that technology should serve as a tool to enhance—not replace—the human element of hospitality. Personalization was a key theme explored by Scott Foos, CEO of Horizon Outdoor Hospitality. He described how small gestures, such as staff helping with a campfire or offering personalized greetings, can create meaningful connections with guests. Scott emphasized that these interactions are often what set exceptional campgrounds apart, fostering loyalty in an industry increasingly driven by guest expectations. Lelah Campo, owner of two campgrounds in Connecticut, shared her approach to blending automation with human touch. She described the use of tools like pre-arrival texts to proactively address guest concerns and policies like travel credits to manage cancellations. Lelah stressed that technology must enhance both the guest and staff experience, noting the importance of regularly evaluating systems to maintain relevance. Brittany Mathis echoed the importance of thoughtfulness in building guest loyalty, sharing how small, creative gestures like personalized stickers for returning guests can have a significant impact. She also highlighted the importance of empowering her team to handle difficult interactions while ensuring they feel supported. Brittany’s focus on creating a welcoming atmosphere has helped her campground stand out as a community-oriented destination. The panel collectively addressed the growing challenges of cancellations and demanding guests, emphasizing the importance of clear communication and setting realistic policies. Kevin and Scott pointed out that empowering staff to handle conflicts creatively not only strengthens guest relationships but also boosts team morale, fostering a positive and resilient work culture. Data and feedback emerged as essential tools for continuous improvement. The panelists advocated for tracking booking and cancellation trends while leveraging post-stay surveys to refine operations. Scott highlighted the importance of combining data-driven insights with real-world interactions to ensure that feedback translates into actionable enhancements. The discussion concluded with a vision for the future of outdoor hospitality, where personalization becomes the cornerstone of guest experiences. The panel envisioned a world where AI-driven insights and tailored communication redefine service standards, allowing campgrounds to anticipate guest needs while maintaining a human touch. This integration of innovation and empathy was seen as the key to creating memorable stays. Ultimately, the episode emphasized that enhancing guest experiences requires a holistic approach. From leveraging technology and data to creating genuine connections, the panel offered actionable strategies for operators of all sizes. The key takeaway was clear: blending innovation with thoughtful, guest-centered care is the path to long-term success in outdoor hospitality.