Business & Finance

KOA Campground Staff to Receive Service Training

BILLINGS, MT / HORSHAM, PA, August 24, 2006. For decades, experts in the hospitality business thought all it took to bring customers back to their doors again and again was a nice facility in a good location.

That mindset changed at Kampgrounds of America two years ago, when camper research found that the vast majority of campers returned to their favorite KOAs primarily due to the great service they received from the staff and owners at each KOA campground.

"It became very clear to us that the best way for us to create loyal KOA campers was to ensure that the staff at the campground was trained to provide a great experience for the camper, each and every time," said Jim Rogers, President and CEO of Kampgrounds of America Inc.

To make that happen, KOA partnered with LRA Worldwide, Inc., of Horsham, Pennsylvania, to create KOA's new "Making It G R E A T" Program.

"KOA had already established its 'Great People. Great Camping.' branding message with its franchise owners and campers, so developing a program that franchise owners could use to train their staffs was a natural next step," said Constance Bille, M.Ed., Director of LRA's Organizational Development and Training practice. "KOA has embraced the opportunity to create a service culture to support the KOA brand and really stand out from the crowd within the camping industry."

KOA and LRA designed the new training program in response to guest surveys that indicated that a positive, engaging experience with a campground's staff led campers to seek out other KOA campgrounds during their travels. The new training includes specialized training materials, guides, videos and workbooks written to ensure all staff members at the more than 450 KOA locations in North America receive the same high-quality customer service training.

"This is really the first time this level of training has been attempted in the campground industry," Rogers said. "And it dovetails nicely with our effort of the past two years to raise our brand awareness among campers by having all staff members wear our bright yellow KOA shirts while working on the campground and interacting with guests. As the training becomes an ingrained part of the KOA service culture and brand, its impact will grow exponentially each year."

"KOA's research, coupled with the "Making It G R E A T" program, will give KOA franchise owners the opportunity to better understand how to drive the great guest experience that KOA campers expect from the folks in the yellow shirts," Rogers said.

Coming Up In The March Online Hotel Business Review




Feature Focus
Human Resources: Inspiring a Journey of Success
In an increasingly competitive environment where hotels are competing to attract, and more importantly, to keep top talent, Human Resource managers are realizing the need to focus on improving their Employee Experience. Smart managers are embracing the idea of Employee Wellness which translates into a system of physical, mental, emotional, and purposeful well-being. Some organizations are even providing free counseling for their employees and their dependents. The goal is to nurture, support and engage with their employees in a way that increases productivity, improves customer service, enhances loyalty, and creates a more harmonious work environment for all. Along with this development is the need for more effective, ongoing training. Many HR managers rely on external training firms for this, but there is a growing trend which taps the experience and expertise that already exists within the organization. For example, younger employees likely have greater knowledge of social media which an older generation might struggle with. Harnessing this peer-to-peer learning can be an efficient and cost effective way of increasing skills, and as a result, the knowledge transferred is likely to be more acceptable and relevant. Finally, HR managers need to foster an environment that empowers people and taps into their full potential, inspiring a personal journey of success. The March Hotel Business Review will take a look at some of the strategies and techniques that human resource directors are currently developing in order to achieve success.