So, when I have talked about Family Sensitivity in previous blogs, what do I really mean?
I mean looking at the entire guest experience through the eyes of a family.
Are all departments truly looking after families the way they should? Do we notice the children? Do we make them feel as welcome, valued, and important as we do the adults?
There is a commonly shared statistic that 86% of families consider what their children want when choosing their next vacation destination. Whether or not that exact percentage applies to your property, the message is important: children influence family travel decisions.
So, let’s think about the basics. “What are the basic needs and expectations of families while they are on vacation?”
Some answers might include:
- A clean, comfortable and safe environment
- Friendly and efficient service
- Being warmly welcomed and acknowledged
- Helpful staff who can solve problems
- Staff who know how to listen
- A positive attitude
- Having fun
- Patience
- A warm smile
- A good sense of humor
- And, most importantly, the feeling that families matter and spending time together matters
So, whose job is it to take care of families? Everyone’s.
Every department needs to understand how to provide great service to families.
Family business may not always be your first priority, and you may worry about having more children and teens on property than your team can handle. But instead of seeing families as a challenge, see them as an opportunity to increase occupancy, create positive word-of-mouth, build loyalty and encourage repeat business.
To do that, you have to put yourself in their shoes. Remember what it was like to be a kid. You don’t have to have children to understand children. In fact, I would argue that everyone here is already an expert on kids — because you were one! Take a moment and think back to when you were 8 years old. Go ahead…close your eyes…but first read the next few questions before you do.
What did you look like? What did you wear? What was your favorite food? What did you like to do? What games did you play? What made you laugh? What made you feel special?
Those memories can help us understand what today’s children are looking for when they travel. What do kids like to do?
Kids like to have fun and be involved. They enjoy activities, sports, exploring, meeting new friends, trying new things and learning new skills.
They also love feeling important when an adult focuses on them and asks them a question directly — “What would you like to drink?” — rather than always asking Mom or Dad for the answer.
Sometimes, making a child feel seen is as simple as asking them.
What did you like to eat as a kid? Kids enjoy all kinds of food, but their needs can be different from adults. Smaller portions, easy-to-eat foods, child-sized utensils, cups with lids and straws, and furniture that allows them to comfortably reach the table can make a big difference.
Small details can create a much better experience for both children and their parents.
Why do kids need a vacation? Kids look forward to vacations because it’s a time when they can simply have fun.
Their everyday lives are filled with schedules, rules and routines. Vacation feels different. Mom and Dad are more relaxed, there’s more time to talk and play, and children have the freedom to explore, make new friends and try new things.
Whether they’re learning to swim, playing tennis, creating a craft or discovering something new, vacation is about experiences, adventure and making memories — and those memories matter.
Family sensitivity also means family safety. When we talk about including families across the property, every department also needs to understand its role in keeping families safe.
Safety isn’t just the responsibility of the Kids Club. And I know some staff may feel uncomfortable approaching children — or even more uncomfortable approaching their parents.
That’s where training and confidence come in. Safety comes first. Whether you’re leading a game, cleaning a guest room, working around the pool or serving food, safety has to remain a priority.
I have always lived by a simple rule: If it’s not safe, it’s not fun. Think about a children’s game. You can have the best activity planned, but if a child stubs their toe, suddenly the game stops. There are tears, everyone loses focus, and the experience changes. The same thing can happen with something as simple as spilled milk.
The key is to think ahead and have a plan. Just as we explain the rules and safety tips before beginning a game, we need to be aware of potential hazards before families encounter them.
In a dining room, for example, staff should remain alert to hot plates, glassware, sharp objects, choking risks and other potential hazards.
And remember: Taking care of families does not mean letting them do whatever they want. We can be warm, welcoming and family-friendly while still maintaining safety standards and property rules.
Look before you lead. When I take children to a beach, grassy area or another outdoor space, I always recommend sending someone ahead first to look for potential hazards.
Some things are easy to fix. Pick it up. Move it. Clean it. Block it off. But other hazards may be part of the property’s design — steps, sharp corners, columns, furniture placement and other features that may have been designed for aesthetics rather than children’s safety.
In those situations, we need to recognize the risk and make children aware of it. Awareness is prevention. A great team exercise: Safety Scavenger Hunt. Try creating a Safety Scavenger Hunt for your team. Divide your staff into small groups and have them walk through the property looking at it through the eyes of a child.
Visit:
- The pool area
- Restaurants
- Beach
- Guest rooms
- Kids Club
- Walkways
- Outdoor play areas
Ask each team: “What could be a potential hazard for a child or family?” You may be surprised by what they discover. More importantly, it creates a culture where everyone begins to look at the property differently.
Staff should also learn to recognize potential safety concerns — children running through restaurants, climbing on furniture, running around pool areas or entering unsafe spaces.
One of the simplest messages Kids Club Coordinators can share with other departments is: Kids are guests too.
Here are a few simple family sensitivity and safety tip reminders I always share during training:
Safety First…If it’s not safe, it’s not fun!
If a child is crying, don’t automatically walk away because they’re not “your guest.” If appropriate, try redirecting their attention with a simple question: “What’s your favorite ice cream flavor?” “Do you have a pet?” “What’s your favorite thing to do on vacation?”
You might be surprised how quickly a child becomes engaged. The goal is simply to show families we see them; we care about them and we’re here to help, while remaining mindful of other guests.
Never allow children to run unsupervised, climb on or stand on furniture. Use good judgment and step in when safety is at risk.
Make eye contact and use a child’s name when appropriate. It helps build trust and creates a positive connection.
Pay attention to children’s surroundings. Reinforce manners in a fun and relaxed way while keeping safety and respect at the center.
Use Positive Language…instead of saying “Don’t run!” You could say, “Use your walking feet.” Instead of focusing only on what children shouldn’t do, tell them what they can do. Positive language creates a more welcoming experience and helps staff feel more confident when they need to redirect behavior.
Give staff opportunities to practice approaching families and children in different situations. Practice makes confidence. The more comfortable they become with positive interactions, the more confident they will be when they need to address a safety concern or correct behavior.
Ask a manager for support until you feel comfortable.
You don’t have to know exactly what to say in every situation. What matters is that you recognize the situation, care enough to respond and know when to ask for help.
Family sensitivity is a team effort, and we all just need to remember: taking care of families does not mean letting them do whatever they want. Family Sensitivity isn’t about giving families special treatment. It’s about giving them thoughtful, safe and welcoming service — just as we would want for any guest.