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🟦 Module 4: What to Say When You Don’t Know Staying Helpful, Even When You’re Unsure 🙋‍♀️ We’ve All Been There No matter how long you’ve worked in town, there’s going to be a moment when a guest asks a question and you just… don’t know the answer. That’s okay! You don’t have to be an expert in every trail, business, or weather pattern to be helpful. What matters most is how you respond, your tone, your willingness to assist, and your effort to find a solution. 👂 First, Listen with Curiosity Sometimes, people just want to feel heard. If you’re not sure what they’re asking, try this: “Let me make sure I understand — are you looking for [X]?” “Are you hoping to do something outdoors, or more in town?” Clarifying questions show you care and buy you time to think through what you do know. 💬 What to Say When You’re Not Sure Here are some helpful phrases that keep the conversation positive and guest-centered: ✅ “I’m not completely sure, but I can help you find out.” ✅ “I’d recommend checking with the Visitor Center, they’ll have the most up-to-date info.” ✅ “That’s a great question! Let me ask around and get back to you.” ✅ “I haven’t been there myself, but I’ve heard good things from others.” These kinds of responses maintain trust and keep guests feeling cared for, which matters more than whether you know the exact answer on the spot. 🚫 Phrases to Avoid Avoid answers that may seem dismissive or negative, even if they’re honest: “I have no idea.” “I don’t live here.” “That’s not my job.” “You’d have to Google that.” “Beats me.” Even if you don’t mean it that way, these can leave guests feeling brushed off  and less likely to ask the next person they meet. 🛠️ Tips for Staying in the Know You don’t need to memorize everything. Just stay connected. Here’s how: Check out the blowingrock.com every so often for upcoming events and articles Skim local event calendars or restaurant social posts Visit local businesses when you can, even walking through makes a difference Keep a quick “cheat sheet” or list behind your counter (Module 6 will help with this) 🌟 Why This Matters When you respond with care, even when you don’t know something, you’re protecting the guest’s experience. You’re showing that people here try, that we care about being helpful, and that no question is a bother. And that adds up. It builds trust, improves their impression of Blowing Rock, and increases the chances they’ll come back, spend more, and recommend the town to others. Module 5 – The Blowing Rock Way >>

🟦 Module 3: Top 10 Visitor Questions Speaking with clarity, confidence, and care — so guests feel guided, not bewildered. In a place like Blowing Rock, people ask questions constantly, but you don’t need to know everything to be helpful. A little local knowledge (and a helpful tone) goes a long way in creating great guest experiences. Here are some of the most common questions you’re likely to hear, with suggested approaches and tips to help you answer confidently. ❓ Where is The Blowing Rock? Guests are often surprised to learn that Blowing Rock isn’t just the name of the town, it’s a specific natural attraction with sweeping views and a unique cliff formation. It’s located just off Highway 321 South, an easy 5 minute drive from downtown 📍 Tip: Offer a simple explanation — “The Blowing Rock is an actual place you can visit. It’s where the town gets its name!” ❓ How far away is Boone? Blowing Rock and Boone are about 8 miles apart — a 15-minute drive along Highway 321. Boone is a great place for larger stores, Appalachian State University, and events. Guests often plan to visit both towns in a single trip. 📍 Tip: Offer context — “”Boone is the busier college town, while Blowing Rock is a little more quiet and relaxing. I love going to Boone to (ex. see a show, attend a game, shop at a particular store) OR I go to school over in Boone, but like working over here because it’s a little more quiet!” ❓ What’s the best way to get to Grandfather Mountain? From Blowing Rock, the most streamlined and scenic route to Grandfather Mountain is the Blue Ridge Parkway. It’s about 15 miles to the entrance, usually a 25–30 minute drive, and a beautiful one at that. Visitors can also access Grandfather from Blowing Rock via Highway 221. Blue Ridge Parkway closures can occur during the winter months, disallowing visitors from accessing Grandfather Mountain via the Blue Ridge Parkway from Blowing Rock. Remind guests that tickets are required and they can be reserved online in advance. 📍 Tip: If someone asks in the morning, suggest a picnic or hiking option. If they ask later in the day, make sure they know the park closes by evening. ❓ What do you recommend to eat in town? There’s no single right answer, it depends on what they’re looking for. Try asking a follow-up like “Are you looking for something casual or a sit-down meal?” Examples you might recommend: Casual lunch: Blowing Rock Ale House, Mellow Mushroom, or The Speckled Trout Coffee & pastries: Camp Coffee Roasters, Bald Guy Brewing, or Tout Suite Cafe Dinner: Bistro Roca, Twigs, Storie Street Grille *Try not to usher guests outside of Blowing Rock unless they ask specifically. If a visitor is already in town with us, we want them to stick around! 📍 Tip: Recommending local favorites shows you’re connected. Bonus points if you’ve eaten there recently and can speak to it personally! ❓ Where are some good hikes nearby? Ask follow ups! All trails are created differently, and each hiker has their own limitations, so it’s important to recommend a hike that works best for them. Some popular options include: Bass Lake Loop (easy, flat, walkable from downtown) Cone Manor Carriage Trails (wide and gentle with lots of variety) Rough Ridge (moderate, with sweeping views of the Parkway) Glen Burney Trail (strenuous, scenic waterfall) 📍 Tip: Mention difficulty level and parking availability. It helps guests pick a trail that matches their time and ability. ❓ What is there to do around here? This is your time to shine. Everyone’s visit is different, so tailor your suggestions: Families: Tweetsie Railroad, The Blowing Rock, Mystery Hill Couples: Scenic drive, breweries and wineries, downtown shopping, date night dinner recommendations Outdoor lovers: Blue Ridge Parkway hikes, fishing, kayaking at Price Lake Art seekers: Blowing Rock Art & History Museum, local galleries and artists shops (Martin House Gallery, Bolick and Traditions Pottery, The Mountain Thread Company) 📍 Tip: “Do you have a full day or just an hour or two?” helps you narrow it down fast. ❓ What time does [blank] close? Check online listings if you’re unsure, but also let guests know that many local shops close between 5–6 PM. 📍 Tip: If you don’t know the exact answer, offer to call or point them to the business’s website. ❓ Where’s a good waterfall nearby? Glen Burney Trail (right in town) leads to two beautiful waterfalls. For something larger, Linville Falls is about a 40-minute drive and well worth it, although it is currently closed due to Hurricane Helene. Otter Falls in Seven Devils is also a nice stop, about 25 minutes from Blowing Rock. 📍 Tip: Make sure guests have the right footwear and directions. If they have further questions, encourage them to stop by the Visitor Center for more info before setting out. ❓ How do I get onto the Blue Ridge Parkway? There are two main entrances from Blowing Rock: Southbound: Turn onto Highway 221 at the Speckled Trout/Mellow Mushroom intersection and head straight about 2 miles. The Blue Ridge Parkway will be on your right, with signage pointing you South towards Grandfather Mountain or North towards Moses Cone Manor. Northbound: Go north on Highway 321 toward Boone for about 1 mile, then turn right at Aho Gap near the High Country Host Visitor Center 📍 Tip: Mention that GPS sometimes misses it — offer a printed map if available. ❓ Is [blank] still open after Helene? Always speak from up-to-date info. If a guest asks about closures after a weather event, don’t guess. Check online, call the attraction, or direct them to the Visitor Center for accurate info. 📍 Tip: Even if something is closed, be ready with an alternative activity suggestion. 🧭 Why This Matters When you confidently answer a guest’s question or help them find their way, you’re doing more than offering directions: you’re shaping their experience of Blowing

🟦 Module 5: The Blowing Rock Way A pace, a feeling, and a philosophy rooted in pride and shared purpose. 🏡 What Is “The Blowing Rock Way”? It’s more than a phrase: It’s how we treat people, and it’s the way we speak about our town. The Blowing Rock Way is about preserving what makes this place special. It’s not performative. It’s personal. You don’t need a script, just a mindset rooted in hospitality, calm confidence, and pride in our town. 💙 Lead with Presence Visitors come here to slow down. So we meet them where they are – not rushed, not stressed, not robotic. Make eye contact Speak clearly and kindly Let people feel welcome without pressure Even if you’re juggling a lot, a calm tone and a warm smile can change someone’s whole day. 🌲 Be Proud, Not Pushy We don’t sell Blowing Rock. We show it!  Through genuine interactions and honest recommendations, guests remember the little moments: a sincere answer, a helpful suggestion, a personal touch. Let your pride for this place come through in the way you speak about it. Share your own favorites. Invite curiosity. And if you don’t know something, thats okay – just be willing to help find the answer. 🗣️ Use Local Language That Reflects the Spirit The Blowing Rock Way includes how we talk. Here are a few reminders that help maintain a positive, welcoming tone: Instead of this: 🛑 “It’s just a small town” 🛑 “Not much happens around here” 🛑 “Everything’s expensive now” 🛑 “It used to be better before…” Try this: ✅ “We’re lucky to have such a close-knit town” ✅ “There’s something peaceful about being up here” ✅ “There are great local options for any budget” ✅ “People really take pride in the community here! Have you seen the flowers downtown?” Tone matters. Positivity builds trust and leaves a lasting impression. 🧭 Why This Matters People visit Blowing Rock for more than just the shops or the views. They come for the feeling, the pace, the warmth, the welcome. When we all carry that spirit forward, we protect it. We strengthen the town’s identity and ensure every guest feels like they’re somewhere special. This isn’t just about customer service. It’s about community, and every interaction you have helps tell the story of who we are! Module 6: Wrapping Up & What’s Next?

🟦 Module 2: Great First Impressions Small moments. Big impact—from how we greet to how we make people feel. 😊 First Impressions Matter In tourism, we rely on warmth, clarity, and connection to elevate everyday interactions. Keep in mind that guests may have been traveling for hours before arriving in Blowing Rock. They could be tired, frustrated by traffic or delays, or simply unfamiliar with their surroundings. You might be the very first person they interact with in town, whether you’re working a front desk, pouring a coffee, or answering a question on the sidewalk. That first moment sets the tone for their visit. Try to meet each guest with a warm, open attitude. A smile, a calm tone, or a bit of helpful direction can go a long way in turning someone’s stressful travel day into a great start to their time in Blowing Rock. Even small gestures matter. A simple “Welcome!” or “We’re glad you’re here” could be the highlight of someone’s day. 💬 Words That Work (and Those to Avoid) Positive examples: “Welcome to Blowing Rock!” “Happy to help, what brings you here today?” “Hey folks, hope your trip into town was a great one!” “Thank you for stopping in, we hope you enjoy your time!”   Avoid phrases like: “I don’t know” “That’s Blowing Rock for you!”   “I’m surprised you found parking” “Sorry we’re slammed today” “You didn’t look?” or “You should’ve known” Whether it’s a warm greeting, a helpful answer, or just showing kindness in a brief moment, you have the power to shape someone’s entire visit. The way we welcome people doesn’t just reflect on your business, it reflects on Blowing Rock as a whole. It’s not about being perfect. It’s about being present, patient, and thoughtful in the moments that count. Continue to Module 3: Top 10 Visitor Questions >>

🟦 Module 6: Wrapping Up & What’s Next Thank you for being part of this. Now here’s how to carry it forward. 🎓 You Made It! You’ve just completed the Blowing Rock Ambassador Program, and that’s something to be proud of!  By taking the time to learn about our town, our values, and your role in welcoming guests, you’ve taken a meaningful step toward becoming not just a better representative of Blowing Rock, but a stronger part of this community. This program wasn’t designed to test or overwhelm you: it was created to empower you. Whether you’re new to town or a long-time local, we hope you found new ways to connect with what makes Blowing Rock such a special place, and feel confident to share it with others 📬 Next Steps: Claiming Your Certificate & Starting the Passport Now that you’ve completed the self-guided training: Enter your name and email in the form below This lets us know you’ve completed the program and want to be recognized. You’ll receive an official Certificate of Completion Sent right to your inbox, something to be proud of and share with your employer or colleagues. Optional: Begin your Self-Guided Passport Experience When you complete the form, you’ll also have the option to receive a digital “Passport Application.” This is your next-level opportunity to explore Blowing Rock like a guest would, visiting select attractions, shops, and scenic spots. Return your completed passport to the Visitor Center Turn it in and receive a Blowing Rock swag bag and a Blowing Rock Passport to keep — just our way of saying thanks for going the extra mile! 💛 Why It Matters When you know your town, speak proudly about it, and connect with visitors authentically, you’re doing more than just a job — you’re building a reputation. One that brings people back. One that inspires memories. One that makes you part of something bigger. Thank you for showing up, learning more, and choosing to be a part of what makes Blowing Rock so special.

🏞️ Module 1: A Brief History of Blowing Rock Blowing Rock has always been a retreat. In the 1790s, early settlers like the Greenes, Hayes’, and Coffeys arrived seeking cooler temperatures, clean air, and mountain views. By the late 1800s, Blowing Rock had gained a reputation as a summer escape, and elegant hotels like the Watauga Hotel (1884) and Green Park Inn (1891) welcomed travelers from across the Southeast. In the 20th century, tourism took center stage. Grover C. Robbins Sr. established The Blowing Rock attraction in the 1930s, becoming North Carolina’s first continuous travel site. His family later developed Tweetsie Railroad (1957), the state’s first theme park. These attractions helped turn Blowing Rock into a must-see mountain town during the rise of automobile travel. The town’s many lodging amenities meant travellers were greeted well from their time on the road, and this taste of small-town bliss attracted a wide range of visitors over the years.  The Robbins family also developed Hound Ears Club, Beech Mountain Resort, and the Land of Oz theme park, all of which expanded the High Country’s appeal. Their work created a model for tourism that blended entertainment, nature, and community: a legacy still felt today. As John Muir once said after visiting nearby Grandfather Mountain: “The air has healed me. I think I could walk ten miles and not be tired.” MORE HISTORY >> 🗺️ What Is the High Country? Blowing Rock sits within North Carolina’s High Country, a name used to describe the high-elevation towns of Watauga, Avery, and Ashe Counties, and parts of Caldwell and Wilkes. With elevations above 3,000 feet, cooler summers, mountain views, year-round recreation and more, this area has become one of the state’s most visited mountain regions. The High Country name is more than geographic, it represents a way of life centered around nature, hospitality, and shared community identity. What Visitors Want To Do When Visiting the High Country There are many reasons folks visit the area, but some of the most recurring drivers we see include: Access to nature (Blue Ridge Parkway, Grandfather Mountain, hiking, etc.) To slow down and relax (shopping, dining, enjoying live music) Seasonal festivals and events (Wooly Worm Festival, Blowing Rock WinterFest, Boomerang, App State Football Games) Cultural and Historical enrichment (art shows, museums, historical stops) 🌟 Why Tourism Matters in Blowing Rock Tourism isn’t just one part of Blowing Rock’s economy, it’s the heart of it. According to the 2023–2024 Blowing Rock TDA Annual Report, 320 people are directly employed in local lodging and attractions. That doesn’t even count the many others working in restaurants, shops, galleries, and essential services that rely on visitor traffic. In a town of just around 1300 full-time residents, this makes up a majority of the local workforce. Quick Stats:  📊 From July 2023 to June 2024, 170,000 trips to Blowing Rock were recorded Overnight visitors to Blowing Rock spent an estimated $93.5 million 🛣️ More than 500,000 vehicles were counted exiting the Blue Ridge Parkway at US-321 into Blowing Rock during this period The Blue Ridge Parkway reported 16.7 million visits in 2023, ranking as the  #1 most-visited National Park unit in the U.S., exceeding even Grand Canyon and Yosemite (Source) If you work in Blowing Rock, chances are you engage with visitors regularly, whether you’re checking someone in, ringing up a purchase, serving a meal, or simply offering directions. In this town, most jobs connect to the visitor experience in some way. That’s why this program is for everyone. No matter your role, you help shape how people experience Blowing Rock. Understanding tourism’s impact and your part in it strengthens the whole community and encourages visitors to return year after year. Continue to Module 2: Great First Impressions >> Photo Citations: Unknown, “Greetings from Blowing Rock Postcard,” Digital Watauga, accessed August 25, 2025, https://digitalwatauga.org/items/show/20696.   Attributed to Jerry Burns, “Tweetsie Train Ride,” Digital Watauga, accessed August 25, 2025, https://digitalwatauga.org/items/show/8897.   Unknown, “The Blowing Rock Country, Green Park Hotel, Green Park, NC Postcard,” Digital Watauga, accessed August 25, 2025, https://digitalwatauga.org/items/show/20714.   Stone & Barringer Company, “Car On The Blowing Rock Postcard,” Digital Watauga, accessed August 25, 2025, https://digitalwatauga.org/items/show/20836.