Why This Matters #
Parents don’t see most of what happens during camp. They only see two things:
- Their child’s face and mood at the end of the day.
- The way our staff interact with them during sign-out.
That 2–3 minute interaction determines whether they leave thinking:
- “Wow, this was worth every penny!” (they rebook + leave a review), or
- “Hmm, not sure…” (they don’t return).
At Adventure Camps, how we make parents feel is everything to the success of our business.
Core Principles #
- Warmth first → Parents should feel instantly welcome, respected, and reassured.
- Positive storytelling → Share what made their child’s day special.
- Professional presence → Look organised, confident, and in control.
- Every child gets a story → No parent leaves with “They were fine.”
- Turn moments into marketing → QR review cards and smiles lead to rebookings.
Step-by-Step Handover #
1. The Welcome (Parent Arrives) #
- Greet parents by name and with a smile.
- Have the child ready, calm, and happy if possible.
- Use eye contact and positive body language.
2. Share Today’s Highlight (30–60 seconds) #
Every child must have a “golden nugget” to share with their parent. Examples:
- “Ella was amazing in the Book of Records today — she set a new jump-rope record!”
- “Sam was such a brilliant teammate during dodgeball — really encouraging others.”
- “Lily made an incredible pirate hat in Creative Den, she was so proud of it.”
Golden nugget formula:
Name + Activity + Achievement/Positive Behaviour + Emotion
3. Reassure on Wellbeing #
- If the child had any issues (homesickness, bump, behaviour), mention it professionally and positively:
- “Ben felt a bit wobbly at lunchtime but after some quiet time and encouragement, he joined back in and had a great afternoon.”
- “Mia had a small trip in the Sports Arena, but she’s fine and the first aider checked her over.”
4. Invite Parent In #
- Mention what’s happening tomorrow to build excitement:
- “Tomorrow is Olympic Spirit Day — if she has anything red or blue to wear, that would be perfect.”
- Direct them to the QR Google Review Cards:
- “If you loved today, we’d really appreciate a quick review — the link’s just on the desk.”
5. Professional Goodbye #
- Smile, eye contact, wave to the child: “See you tomorrow, superstar!”
- Keep pace moving to avoid queues but never rush parents off.
The Adventure Camps Magic Touch #
Disney’s magic is in the last impression. Parents don’t remember the timetables, they remember the energy, warmth, and positivity at the end of the day.
- Use storytelling → not “they were fine,” but “they created something amazing.”
- Celebrate effort → not just skills.
- Show pride in the child as if they were your own.
Common Mistakes to Avoid #
- Saying “They were fine.” → Parents want detail.
- Only mentioning negatives → Always balance with positives.
- Talking over children → Include the child in the conversation.
- Rushing parents → Even when it’s busy, every family deserves 30 seconds of magic.
Example Scenarios #
Scenario 1: Parent in a hurry
Right: Share one golden nugget quickly: “Jake smashed the obstacle course today — we’ll tell you more tomorrow!”
Scenario 2: Behaviour issue
Wrong: “He was really naughty.”
Right: “He found it tough to stay focused this morning, but after some encouragement he joined back in and ended the day with a big smile in Creative Den.”
Scenario 3: Child upset at handover
Wrong: “I don’t know what’s wrong.”
Right: “She had such a great afternoon but looks tired now. Earlier she loved the drama session — ask her to show you her superhero pose!”
Staff Roles #
- Group Leaders: Responsible for knowing their group’s highlights and sharing them with parents.
- Assistants: Support with smooth transitions, gather belongings, and provide extra details if asked.
- Zone Leaders: Step in for complex questions or concerns.
- Site Manager: Handles complaints, safeguarding issues, or escalated conversations.
Parent Engagement Extras #
- Show & Tell Table: Display today’s crafts, awards, or photos near reception.
- Photo Moments: Have a backdrop for quick snaps of children with their creations.
- QR Review Cards: Always visible at reception; encourage staff to reference them naturally.
- Tomorrow’s Teaser: Use a small display board with “What’s On Tomorrow” to build excitement.
Quick Tip 💡 #
Every handover is both a safeguarding duty and a marketing opportunity. Make every parent feel their child had a magical, safe, and joyful day.
