“The eagle feather plays a substantial part in religious and shamanic practices and ceremonies. The eagle feather transmits strength; it gives the ability to speak honestly from the heart, without hurt or anger. The middle vane in the feather symbolizes the path that every man walks in their life time, and every barb that comes of the middle vane symbolizes the choices we all have in life, and that every choice we make is attached to the middle or main path that we take. Eagle feathers are used while smudging along with praying. The feathers were also given as symbolic gift to impart respect for accomplishment and display of courage and wisdom.”

GNG is 100% aboriginally owned and operated; Kathie is the sole owner and full-time operator of the shop. Her daughters and her husband help out at the store. Currently the store is open every day from 9:00 am to 6:00 pm during the summer and is wheelchair accessible.

What sets the business apart besides the unique products is Kathie’s desire to meet people; there is no sales pressure, and even visitors who are curious just to stop and check out the store are warmly welcomed.

“We offer good old-fashioned friendly customer service. We spend a lot of time visiting with the customers, some of whom don’t even purchase anything and that’s okay. We are interested in exchanging stories about our journeys and hearing the same from those who want to share.”

Products Details

“Salmon is a huge draw!”

“I try to have as much local stuff as I can. But because we’re so close to the coast, a lot of the stuff is going to come from the coast.”

• Chilliwack artist Michael Forbes
• Renowned artist Wade Baker
• Carvings from Richard Baker
• Art by Richard’s son Troy and brother Matthew (represented at the Vancouver airport)

Pricing

“All of the feedback that I get on the products that we carry, is that our stuff is very, very fairly priced. And that makes me happy, because that was one of my goals.”

“It’s all trial and error.”

Customers

“Now they know it’s here!”

“I just don’t want to be that store.”

Finances

Current & Past Approaches

Marketing Opportunities

“For where I am and the type of business that I have, I need roadside attraction.”

Credits

“We’re successful because of [sharing] those places of significance; you’re not going to find them in a brochure. You’re not going to find them in an advertisement, in a magazine.”

“We’re focused on transforming visitors and on relationships, knowing that profits will come.”

“In order for us to truly educate our visitors, we have to tap into their five senses. They have to see us. They have to smell it. They have to taste it. They have to hear it. They have to feel it.”

References

https://www.destinationcanada.com/sites/default/files/archive/2013-01-01/Tools_ExplorerQuotient_Profiles_2015_EN.pdf

Credits

“The biggest challenge for us right now is expertise. We’re experts in the Indigenous culture and the storytelling and […] building partnerships. We’re far from experts in marketing.”

Besides nightly hotel accommodation, Quaaout Lodge has multiple areas of services they focus on (also see Promotion).

Weddings keep the lodge very busy, with all Saturdays for the current year already fully booked as of January, and they are already taking reservations for the next year. Clients enjoy the fact that everything is in one place. There are many customizations and choices for the ceremony location and menus available, with the scenic location on the lake being a big draw. The lodge offers complimentary menu tastings and encourages wedding guests to book a two-night stay for the opportunity to relax, while the bride and groom have two nights’ accommodation already included in their package. Some couples even helicopter in!

Food offered at Quaaout Lodge is influenced by the Indigenous culture of the surroundings (e.g., bison burger). Prime Rib Friday is very popular, and guest chefs such as Ned Bell, a well-known Canadian culinary talent, have cooked at Quaaout Lodge. Wine tastings with featured wineries of the region complement the menu. A taste series runs through the winter, and the lodge offers Valentine’s Day specials (e.g., five-course meal and night for $199). A fixed-price, buffet-style Sunday brunch attracts customers from Kamloops and Salmon Arm, and there are special brunches for Mother’s Day, Valentine’s Day, and more.

Cultural services are accessible for every guest, including wedding guests. There are daily cultural activities they can sign up for, following the schedule posted on the website. For example, horticulture tours are offered to introduce visitors to foraging by seeking out wild potatoes, wild onions, garlic, and huckleberries in the surrounding landscape. A representative from the culture department can be found in the lobby to work with customers’ requests. A traditional winter home, called a kekuli, is found on the property as well as a sweat lodge that has been rebuilt and is used for weddings. This is truly traditional to the Secwépemc culture, making it a unique experience.

Built on the land of the Little Shuswap Indian Band by the band, the vision of the lodge upon its inception was that of hope for the band and its community. While all employees are welcome, regardless of band affiliation, the band did want to provide a channel for community members to learn the necessary skills to have long and prosperous careers, to have a place that they could use and be proud of, and to have an opportunity to share their stories with the world. It was the Elders’ vision that created the lodge, and they are often consulted about decisions on activities, growth, and boundaries of sharing cultural heritage.

Indigenous culture radiates throughout the lodge, be it through the food offerings, the use of local products and traditions in the spa, or the activities offered. For example, the chef works with local foragers to include mushrooms and huckleberries found in the surroundings into the food creations. Local band members also contribute services and traditional expertise, such as selecting local teas and native herbs for the winter home. Immersion in the culture can include archery, drum making, paddle painting, and storytelling integrated into walking tours. Local and Canadian Indigenous artists also contribute to the room design (e.g., Manitoba Mukluks).

[caption id="" align="aligncenter" width="1056"] Figure 6: Quaaout Lodge Foyer (CC BY-NC-ND 4.0)[/caption]

Local community members are hired and trained in any department they are interested in, such as housekeeping, front desk, or the kitchen. All employees, no matter their background, can take part in Secwépemc language classes, offered twice a week. This enables employees to greet visitors in the local language, in person, or via email. Employees are knowledgeable in the lodge history and significance (e.g., explaining pictographs). Employees can also take part in the storytelling in the kekulis or drum making.