Kampgrounds of America Inc. (KOA) has expanded its Field Services program for franchisees, according to the Billings, Mont.-based company.
The revised program will include two types of field teams: Quality review teams that evaluate franchises according to KOA safety, cleanliness and quality standards; and business development consultants who will meet with franchisees on their campgrounds to address “any and all campground issues the owners are facing.”
KOA said that all of the consultants have industry experience “as well as their own specialty skills, including Russ French. He has worked in the vacation industry since 1987 and has been a general manager of several large KOA Kampgrounds, a resort manager and the controller for another resort management organization.
“Not every campground owner has experience in planning, budgeting, spreadsheets and analysis,” said French. “We can help fill in knowledge gaps.”
“This one-of-a-kind program is another way we help owners increase their bottom line,” said Vice President of Franchise Services Louise Everett. “The business development consultants will sit down individually with campground owners and assess the needs of their business to help them plan and identify resources to achieve best business practices and great customer service.”
One new team within the program focuses solely on new KOA campground owners. KOA has been adding about 25 new campgrounds to the system each year for the past two years and plans to maintain this conversion rate. Bill and Page Massey have been part of the previous Field Services program, and are now specialized to assist the unique needs of these new owners.
“We’re here to help them identify all the resources they need during their first year,” said Bill Massey. “We want them to get on their feet, feel comfortable and make money.”
KOA Business Development Consultant Larry Brownfield noted, “Our job is to make the connections between the franchisees and the experts at KOA, and help owners use the services available in their local communities. There is a huge knowledge base among the 450-plus campground owners in the KOA system, too. Peer-to-peer communication is invaluable.”