How to Run a Boutique Resort On the Ground

I can write all day about finding land, raising capital and marketing a resort.

But actually running one on the ground? That’s where I defer to the experts in the trenches.

Enter Christel Postel. She’s the killer Managing Director and GM at Skyridge Glamping, overseeing the on-the-ground operations.

The marketing teams bring guests to the property for the first time, but Christel is the reason they grow to adore the place.

She’s the reason we’re averaging 4.9/5 on Google Reviews, and why guests are already coming back for second and third stays.

Christel learned her trade in her family’s various hospitality businesses — bakeries, restaurants and petting zoos — before building Ridgeback Lodge, a luxury dome operation in New Brunswick, Canada.

After selling Ridgeback Lodge for a tidy sum in 2019, she moved west to set up Skyridge Glamping. 5 years of grueling permit acquisition later, Skyridge opened for business, with Posh Outdoors as partners.

For the final instalment of this 7-part series on building a boutique outdoor resort, I spoke to Christel about the ins and outs of on-the-ground operations. It’s a must-read if you’re thinking of taking on or overseeing the GM role.

P.S. I messed up with last week’s Lodge Social sponsorship. I used the ad copy that was supposed to be in this week’s dispatch.

So here’s the copy that should have been used last week. Sorry Scott!

The Christel Interview

Nick: How did you figure out what the guest experience would be at Skyridge? Did this differ much from the experience at Ridgeback Lodge? 

Christel: We started by defining our ideal guest: someone who loves nature but also appreciates luxury and comfort.

From there, we mapped out their entire journey, from the moment they book to the moment they check out. We wanted every touchpoint to feel special and seamless.

The experience at Skyridge is definitely more elevated than at Ridgeback Lodge. While Ridgeback focuses on a rustic, back-to-basics charm, Skyridge is all about "luxury in the wild." and we incorporated higher-end amenities.

Nick: Who were the key hires to get Skyridge off the ground? 

Christel: Our first and most crucial hires were staff to help with the startup phase, including a lot of low-entry construction and assembly to get the accommodations up and running.

Our own experience with a background in boutique hospitality was key to understanding how to create a premium guest experience from scratch.

After that, we focused on bringing on staff to run the daily operations.

Nick: How did you find your early hires? 

Christel: We used a mix of strategies.

For specialized roles like the managers, we used hospitality-focused recruitment agencies. For other roles, we relied heavily on local job boards and community Facebook groups to find passionate people who lived nearby and had a genuine love for the area.

We found that hiring locals who were excited about what we were building brought an authentic and positive energy to the team.

Nick: What does a typical day-in-the-life of a GM / resort manager look like? 

Christel: It’s a mix of proactive planning and reactive problem-solving.

The day usually starts with a team huddle to review arrivals, departures, and any special guest requests. Then, it's a walk around the property to ensure everything is perfect.

The rest of the day is a blend of checking in with staff, responding to guest emails, managing inventory, and troubleshooting any unexpected issues that pop up.

There's a lot of running around, but the goal is always to make sure our guests are having an unforgettable time.

Nick: What are the problems that most commonly arise, and how do you deal with them? 

Christel: With guests, common issues can be weather-related—like a surprise snowstorm affecting travel plans—or minor technical glitches with in-room amenities. We deal with these by being transparent, communicating proactively, and empowering our staff to offer solutions, whether that's a complimentary amenity or help rescheduling.

With staff, the biggest challenge is often the commute. We address this by offering staff housing so the possibility for carpool arises.

Nick: What are the little touches that get the best feedback from guests? 

Christel: It's always the smaller, personal things. Like a thoughtful gift bag with goodies, pet blanket and treats for those staying with a pet, a welcome note, etc.

These small, thoughtful details show we care and often end up being the highlights of their stay.

Nick: What’s your number 1 piece of advice for an aspiring GM / resort manager? 

Christel: Learn to love problem-solving. No two days are the same, and something will always go wrong.

Your ability to stay calm, think on your feet, and turn a potential negative into a positive experience for a guest is what will define your success.

It's not just about managing a property; it's about mastering the art of hospitality under pressure.

And that’s a wrap for this 7-part series! I’ve got some exciting content lined up that I think you’ll enjoy. Stay tuned.

📰 The Posh Report

It’s been just over 4 months since the first 5 Posh Outdoors cabins welcomed guests at Skyridge Glamping.

The results have been spectacular. Here are the numbers from June 5 - October 5:

• Average daily rate: $562.62 USD

• Occupancy: 82%

• Revenue per available room: $461.35 USD

• Direct booking rate: 96.6%

We’ve spent the week prepping our investment materials ahead of a refinancing of our existing units. If you’d like to learn more about investing in Posh, fill out this form.