Hands-On vs Hands-Off Hospitality | Which Will You Choose?

Imagine owning your dream glamping site or micro-resort. What do you picture?

More specifically, what’s the guest experience like?

Are guests greeted at check in with a warm smile? Do you bump into them throughout the day, sparking spontaneous recommendations and adventures?

Or perhaps you give your guests more space. Maybe they don’t see a single staff member during their stay. Your resort is a magical place to enjoy nature without disturbance.

The beauty of our business is that both models work. 

I know plenty of operators who prefer the traditional, hands-on approach. They wouldn’t be in this business in the first place if they couldn’t host guests in person.

I know just as many who don’t want to be on site all the time, and whose guests prefer to be left alone. And while it’s not your traditional idea of hospitality, it can be just as meaningful.

Today’s dispatch walks you through everything you need to consider for each model. The aim is to help you figure out where you land on the spectrum.

The Glamping Insider, reporting for duty.

The Hands-On Model

This is the model most glamping operators opt for. You’ll have a check-in desk, plenty of staff milling about, communal events and so on. 

Most importantly, there will be lots of interaction between guests and staff. In fact, it’s one of the cornerstones of the guest experience.

The Hands-On Model In Action

Irene Wood of The Fields of Michigan is the best hands-on operator I know.

She’s so good, in fact, that Under Canvas announced the acquisition of The Fields this week. Good timing!

Human connection is The Fields’ greatest strength. Each guest receives a personal call from a team member before their stay. It’s a simple gesture that builds rapport and uncovers small details that lead to thoughtful ‘surprise and delight’ moments.

Irene herself is always on site. She adores spontaneous interactions with guests. Or at least she did, before she put herself out of a job!

The other highlight is the community dinners they host on weekends. Guests and locals get to know each other over fresh, local produce in an intimate outdoor setting. Irene’s guests love this, and it’s a big revenue generator for the business.

Pros, Cons and Requirements of the Hands-On Model

Pros

• It’s the ‘default’ hospitality model. Most guests will like it

• For a lot of operators, it’s fun. Meeting guests and hearing their stories can be incredibly rewarding. Particularly when they thank you in person at the end of their stay

• In-person interaction lets you learn about your guests on a deeper level. Overhearing  conversations opens the door to surprising and delighting

• I think human interaction done well makes people feel good in a way that non-human interaction can’t. And I say that as someone who generally likes to be left alone!

Cons

• More staff = higher costs and people problems

• Having a bad day? Tough. You have to show up for your guests

• If you have ambitions to scale, it can be hard to pull yourself out of the business if everyone is used to you being around

What You Need to Pull It Off

• People skills, and lots of them. For dealing with both guests and employees

• A culture of hospitality within the business. You need to trust that your staff will work just as hard as you to please the guests

• Great individuals to build and carry that culture, and to provide the magic moments

• The right balance between being present and overbearing. Even the most sociable of guests want alone time

The Hands-Off Model

This is the newer model of hospitality. You’ll see it done by the likes of Ben Wolff at Onera and Isaac French before he sold Live Oak Lake. 

The further you move away from glamping, the more common this model becomes. I’m a huge fan of Wander, a luxury vacation home rental company with some of the coolest properties I’ve seen. They do the hands-off model brilliantly through slick tech automations and a remote concierge service.

But what is the hands-off model?

Generally, it means fewer on-site staff, with those on site often having zero interaction with guests. Instead of the traditional check-in counter, there’s an automated entry system (e.g. key codes for your unit). 

The basic idea is that guests are left to enjoy their vacation from the minute they arrive, with minimal disturbance.

Pros, Cons and Requirements of the Hands-Off Model

Pros

• Not everyone wants to meet their hosts. The ones implementing the hands-off model are betting big on the ‘modern traveler’ preferring to be left alone

• Once your systems are in place, it’s easier to manage. Less chance of human-led internal chaos

• Significantly lower operating costs

• Great for scaling. There’s a reason why the hands-off operators can build multiple locations and go on lots of side quests

Cons

• You’re cutting off a large market of people who prefer the traditional model

• If you’re not careful, the experience can seem cold

• Seamless tech stacks aren’t easy to set up and maintain

• If you enjoy meeting people, it’s less fun to operate a hands-off resort

• You’re less likely to learn what lights up your guests

What You Need to Pull It Off

• A tech stack that works seamlessly

• Crystal clear messaging and support systems. In the absence of a check-in counter, guests need to know where to go if they have an issue

• Your written communications need to feel ‘warm’. You can still convey a sense of hospitality remotely, but it takes more effort

• Someone you trust on or near site at all times

Final Thoughts

Regardless of your chosen model, it’s so important to know your customers. 

Ben at Onera knows his guests aren’t bothered about seeing someone at the check-in desk. And Irene at The Fields knows her guests love sparking unexpected conversations with staff. Make sure your experience is what your target market actually wants.

Naturally, your messaging is important here. Set the correct expectations. Don’t give the whole game away, but ensure your guests know what type of experience they’re in for so there are no nasty surprises.

I’ve been pretty binary in my assessment of the models. There’s no reason why you can’t mix and match. You can blend a seamless tech stack with a human-led experience, and you can call a guest before a hands-off stay. 

Do your own thing!

📰 The Posh Report

This is the biggest month of my career so far. We’re in the championship rounds.

 Here’s what’s happening:

• 5 beautiful mirror cabins are being delivered to our first location, Skyridge Glamping, on April 15th

• The Posh Outdoors WeFunder round closes on April 30th. I’m on the phone 24/7 bringing in all the capital I can before the deadline

• The Skyridge marketing campaign rumbles on. Our plan is to open the booking calendar to Skyridge VIPs in late April / early May. We’re currently on track to do $100k in booking receipts at launch

So yeah, it’s big boy stuff for the next few months.

It’s exciting, and the momentum feels amazing. But I’d be lying if I said I wasn’t scared and nervous. That’s inevitable when the stakes are so high.

If you want to invest in something I’ve put blood, sweat and (nearly) tears into, head to our WeFunder page.

Want to talk it through first? Schedule a call with me.