CRVA – Business Plan Template version BPT01April 15, 2013

Business Plan
[Type Your Caravan Park Name Here] /
[Type the names of the owner/s here] /
[Type date Business Plan was created or last updated HERE]

Business Overview

(This section requires you to look at your business, how it is owned and managed, and what you think are the attributes of your business. You may already have this information in a flyer or brochure).

(The following is an example of the type of information that should be supplied in the overview).

Our business is owned by husband and wife partnership who live on site. We are located in natural bush on 18 acres adjacent to the popular (...... National Park) The local area offers extensive views of the mountains and provides visitors with a relaxing and enjoyable holiday experience.

Here at the park we can cater for a range of budgets; our cabins (of which we have ...... ) range in price from Budget to Spa and we offer ...... powered and...... unpowered sites all year round. Our (camp kitchen) or (BBQ Area) which has a log fireplace and a large seating area is an ideal place to cook your meal or to have afternoon tea or escape the elements.We are also pet friendly.

Experience bush walking whilst exploring pristine creeks and waterfalls. The bush land is teaming with native wildlife, flora and fauna. Encounter breathtaking views across majestic mountain ranges/ oceans/ beaches, from lookouts that provide a spectacular backdrop to your perfect holiday.

(Describe the situation that fits your park and add more if required)

Park Facilities

...... on-site Cabins / BBQ’s and dining area
...... powered sites/ ..... Un-powered sites / Basic Camp Kitchen
Guest compendium / Resident First aid
Boom gate/ security / Discounted Special Winter Tariffs
On site machine laundry facility andoutside lines / Assisted parking
LPG gas refill + Swap and Go exchange / 24hr staffing
Pool / Guest internet facility
Children’s Playground / Kids Club (during peak periods)

We, the hosts (John and Mary) are working towards giving our guests a great holiday with treasured memories, along with an excellent value for money, and a enjoyable holiday experience.
This coupled with our people skills ensure that high standards of personal and customer service are achieved and maintained. The business has experienced significant growth in visitor numbers over the last 5 years. Interstate tourists account for 55% of our visitors and locals 30% whilst overseas visitors are about 5%

Business Plan

(This section looks at how you plan to operate your business. It also looks at outside influences that may affect your on-going operations and where you would like your business (and you) to be in the future).

(The following is an example of how you may format your business plan. If you already have a business plan documented there is no need to use this template as long as it complies with the accreditation criteria)

Our Vision

(Vision definition – A description of what your business would like to achieve in the mid to long term future. It is intended to serve as a clear guide for choosing current and future courses of action)

To be recognised as one of the best Businesses/ Parks in the area. This will be achieved by the continuous focus on customer needs and satisfaction.

Key Goals for 2013

  • Continued Occupancy Rate Increases
  • As our occupancy rate has increased to an annual average of 59%, this has increased the high season durations. We have employed a further two part time staff during this time.
  • We aim to increase the occupancy rate to an annual average of 62% by the end of the 2013/2014 FY
  • Increase “New Guest” patronage
  • Historically this park has been well supported by the (insert the type of market, grey nomads etc) markets, and we receive a lot of “regular / annual” guest that only come on public and school holidays.
  • Our aim is to tap into new markets through better “search engine optimisation” to increase new guest patronage by at least 5% by the end of the 2013/2014 FY
  • Further increase website activity
  • Our dedicated web site has made a vast difference to the number of enquiries we are able to handle every day. The more contacts made the more bookings we are able to take.
  • We will further investigate our SEO (search engine optimisation) options and look to increase our unique visitor rate by developing a digital strategy by the end of the 2013/2014 FY.
  • Appoint appropriate staff
  • We have been fortunate in our choice of staff, all have previous experience in hospitality, service industry or own business. We set out with a clear idea of the type of person and the qualities we are looking for. We understand the need for the right staff; they can make or break our business as they are all our public face / first impression.
  • As the need arises we will look to ways of attracting the quality of staff we require through the usage of employment agencies who screen applicants to our standards prior to interview
  • Beautification/ Landscaping
  • We feel it is time to improve the park. We aim to clear and re-establish garden beds and relaxation areas. We aim to create a clean canvas for us to develop the park into a place of “cared for” beauty rather than just bush parkland.
  • Our aim for 2013/2014 FY is to employ a part-time ground keeper who can implement the plans we have for the beautification of our park and keep it maintained.

Risk Management

(This is an example of the Risk Management section of a Business Plan for you to use and/or amend to suit your business needs)

The owners/managers of this park are committed to implementing risk management procedures for the business to ensure a safe working environment for staff, a safe holidaying experience for our customers, and security and safety for our residents. We encourage and train our staff in Workplace Health and Safety procedures to ensure they accept and adopt requirements as a matter of course in their day to day routine

We, the owners, and our team of employees are committed to continuous improvement in identifying and eradicating hazards that may threaten our customers, staff and livelihood.

Risk assessments are conducted on the following:

(List other or different potential hazards as appropriate)

Risk Area / Risk Type / Controls
Pool / potential drowning / child proof lock on gate, fenced, signage and rules displayed
Slippery Surfaces / potential injury / signage, clean up, regular inspections of potential susceptible areas
Road Surfaces / Potential injury or damage / keep under repair, signage, inspections
Overhanging Branches / Potential injury or damage / keep maintained, pruned etc, signage, inspections
Chemical Spillage / potential for serious injury / observe label instructions, keep locked away, first aid kit
Power Tools / Potential for serious injury / keep locked up, staff trained in proper use and care
Fire / Potential of death or injury / extinguishers, staff training, emergency and evacuation procedures
Lighting / Security and/or injury / ensure adequate lighting, regular inspection/ maintenance
Poisoning / potential for serious injury or death / keep chemicals locked up, staff training, first aid
Security / potential for theft and/or injury / ensure adequate locks, appropriate cash handling procedures, staff training
Hazardous Substances / Improper disposal leading to injury or damage to property or environment / Disposal in accordance with MDHS and recommendations therein. Use of appropriate services for this purpose

Key Activities

  • Fortnightly inspections are recorded and carried out on facilities and equipment to ensure they are in good condition.
  • We ensure that chemicals and hazardous substances are safely stored and locked in appropriate facility.
  • Regular inspections are made of the cleaning conducted throughout the business and ensure that at all times standards are being maintained.

Aims

  • We will embrace a commitment to zero harm in the workplace through vigilant identification and reporting of hazards
  • We will adopt and implement the three steps to a safer workplace:
  • Find the hazard
  • Assess the risk
  • Fix the problem
  • We will invest in skilling our employees by ensuring they attend appropriate training courses in risk management paid for by us, the owners

Measure of our Success

  • Zero injuries to employees and park visitors

Training Activities

  • As part of our continuous improvement, managers and staff will be attending Basic first aid courses within the 2013/2014 FY through the local TAFE
  • Managers will be attending the Introduction to Risk Management – AS/NS 31000:2009 course during the 2013/2014 FY

We employ/ contract only suitably qualified tradespeople to install service and maintain all equipment as necessary to observe safety regulations. We ensure that contractors are aware of their responsibilities to ensure safety in the workplace and with due consideration for our guests.

Emergency and evacuation procedures are documented and accessible to all staff and customers. Drills are carried out regularly to test procedures. We encourage and train staff in Workplace Health & Safety procedures to ensure they accept and adopt requirements as a matter of course in their day to day routine. We ensure that our business has appropriate insurance coverage.

Environmental Management

(This is an example of the Environmental Management section of a Business Plan for you to use and/or amend to suit your business needs)

The owners/managers of (enter park name here) are committed to sustainable environmental practices to preserve the natural environment in which the business operates. We endeavour to carry out all work practices in a manner that supports ecological sustainability.

We will achieve this through the key activities listed below:

(Insert your own list or use and add to list below if appropriate)

  • Endeavour to carry out all work practices in a manner that supports ecological sustainability
  • Landscaping using native plants which complement the local environment
  • Water timers are used to conserve water
  • Gardens regularly mulched to conserve water
  • Regular rubbish removal, cleaning bins
  • Recycling procedures in place – bottles, cardboard etc.
  • Provide disposable bins/ bags for guests to encourage proper rubbish disposal
  • Provide information sheets to encourage conservation
  • Provide appropriate signage to minimise customer impact on environment
  • Install fencing and/or paths to protect fragile vegetation
  • Continue to encourage guests to recycle by providing extra bins/ bags to separate recyclables from general rubbish

Aims

  • To successfully complete the Gumnuts Environmental awards program
  • To employ a part-time grounds keeper to overhaul the landscaping within the park and increase the number of native plants to existing and new garden beds
  • Increase recycling awareness with park visitors to help us achieve our general waste reduction targets

Measure of our Success

  • More than 60% of plants in the park will be native by the end of the 2013/2014 FY
  • Successful completion of the Gumnuts Environmental awards program
  • Reduce general waste by 15% by the end of the 2013/2014 FY

Human Resources Management

(This is an example of the Human Resources Management section of a Business Plan for you to use and/or amend to suit your business needs)

Our business recognises the need to have good quality trained staff to assist in achieving our vision and provide the high level of customer service desired. The people we employee are considered our most valuable asset and we will endeavour to nurture, train and encourage them to perform at their best.

As part of the process, we undertake the following courses of action:

(Insert your own list or use and add to list below if appropriate)

  • A documented rostering system is in place to ensure fair and even spread of hours and adequate time off
  • Staffs have a clear understanding of their areas of responsibility and what is expected of them
  • Job descriptions have been produced for all permanent positions
  • A documented staff recruitment procedure is in place to ensure suitable persons are employed
  • Confidential files are established for all staff and kept in locked filing cabinet
  • We provide formal, and in-house, training for all staff and encourage them to pursue further industry courses where available and appropriate. We keep a record of this training in their personnel file
  • A performance assessment is carried out with all permanent staff annually and recorded in the respective personnel file

An Organisation Chart has been developed as follows:
(Word SmartArt under the Insert tab can show you how to create an organisational chart – below is an example that can be used if applicable. You may also wish to insert staff names)

Aims

  • To have all employees attend the training courses as defined in their performance review action plans by the end of the 2013/2014 FY
  • To provide a supportive and flexible work environment for all employees whilst ensuring key result areas are achieved

Measure of our Success

  • Zero turnover of staff by the end of the 2013/2014 FY
  • Employees consistently meet their Key Performance Indicators
  • Reduction in staff sick leave by 15%

SWOT Analysis

(This is an example of the SWOT Analysis section of a Business Plan for you to use and/or amend to suit your business needs. Use your own list and/or add to the list below if appropriate)

Strengths:

  • Location – Near a national park with a range of activities available for tourists
  • High quality and well maintained facilities
  • Increase in promotional activities by local and state governments for area
  • Climate and proximity to popular tourist areas and attractions

(N.B. Once you have become accredited update this document to show accreditation as a strength)

Weaknesses:

  • Rising operating costs
  • Local government regulations may limit development
  • Staff turnover

Opportunities:

  • Installation of more cabins to increase accommodation capacity
  • More participation in co-operative marketing/ promotional campaigns at local and state level
  • Increased growth in travel by target markets
  • Purchase adjacent land for further expansion and development
  • Instability in overseas countries may increase domestic/ local travel
  • Federal Government grants for infrastructure

Threats:

  • Instability in some overseas countries may cause reluctance to travel (high Australian dollar)
  • Increased competition from neighbouring businesses and areas
  • Increased number of apartment style accommodation
  • Increase in world oil prices thus fuel prices

Marketing

(This is an example of the Marketing section of a Business Plan for you to use and/or amend to suit your business needs).

Our marketing philosophy is to promote a competitive, attractive image for our business and apply it consistently. Word of mouth is an important component in our marketing strategy as we understand consumers listen to word of mouth advertising far more than traditional advertising. We constantly survey our customers to establish their needs and adjust our services and facilities accordingly.

Visitor numbers to our area are increasing and we intend to capitalise on this with more aggressive marketing and to keep ‘one step’ ahead of our competitors.

Potential new markets to be targeted with advertising in state visitor guides and participation in interstate and regional travel shows. We have identified interstate families (aged 35 to 50 years with at least 2 children using cabin accommodation) as a key emerging market for us.

We will produce a high quality 4 colour brochure/ flyer and distribute these to visitor information centres and state government travel centres within the state, and interstate. We will investigate opportunities for joint marketing with other businesses to assist in developing a cost effective and expanded range of promotional activities.

We are aware of our competitor’s activities and need to be pro-active in our marketing endeavours. At this stage we are not greatly affected by our competitors. We are currently working on becoming accredited under the CRVA Accreditation Program which will give us a competitive advantage by the use of the accreditation logo in our promotional material.

We endeavour to make our advertising honest and truthful and not misleading.

As our budget is limited we will prioritise activities and endeavour to implement these strategies over a period of time and as funds allow.

Aims

  • Produce a new park brochure by July2013
  • Distribute brochure through identified channels during the months of August, September, October and November 2013
  • Complete process for CRVA accreditation by August 2013
  • Attend the state caravan show in March 2014
  • Develop a cooperative promotion with local parks to run July/August 2013 and March /April 2014

Measure of our Success

  • Approved CRVA accreditation status as of September 2013
  • 5% or more increase in occupancy numbers by end of 2013/2014 FY

(The calendar below is an example which can be utilised to highlight when your marketing activities are occurring during the year)

Marketing Calendar 2013/2014 FY
Jul / Aug / Sep / Oct / Nov / Dec / Jan / Feb / Mar / Apr / May / Jun
Distribution of new brochure
Caravan Show
Listed as Accredited Park
Joint promo with local parks

Customer Service Management

(This is an example of the Customer Service Management section of a Business Plan for you to use and/or amend to suit your business needs).

Our customers are our number one priority for they are the basis of our business. Therefore our attitude toward providing good customer service is of paramount importance. Management and staff need to be fully aware of our customer needs and must respond sympathetically and professionally to their reasonable demands. Knowing our customers and their requirements will enable us to provide the appropriate facilities and services and create repeat business and good word of mouth publicity.

To achieve the high standards we have set ourselves, and our staff, relating to customer service, the following are the key activities implemented:

(Insert your own list or use and add to list below if appropriate)