Kampgrounds of America, Inc. (KOA) has been a part of the outdoor hospitality industry for over 60 years. Its mission is to connect people to the outdoors and each other. The company has more than 500 campgrounds across North America. Chris Fairlee, Chief Acquisitions Officer at KOA, shares insights into the company’s journey, innovations, and dedication to customer service and community.
An Entrepreneurial Spirit
At the heart of KOA’s success is its entrepreneurial spirit. “This mindset drives the success of our owners and operators,” Chris explains. Embracing innovation and proactive problem-solving, KOA encourages franchisees to be forward-thinking in their operations. This culture of continuous improvement has led to the introduction of new amenities, site designs, and technological advancements, all aimed at enhancing the guest experience. “We believe in the power of community and collaboration,” Chris adds, highlighting the importance of sharing best practices among franchisees to help the entire system grow and thrive.
Supporting Veterans through VetFran
KOA is a proud member of VetFran, a program that supports veterans in becoming campground owners. “We provide veterans with a 20% discount on their franchise fee and other reciprocal benefits,” Chris notes. This partnership reflects KOA’s commitment to diversity, equity, and inclusion while celebrating veterans’ contributions to society.
A Legacy of Outdoor Hospitality
KOA was started in 1962 by Dave Drum along the Yellowstone River in Billings, Montana. Today, KOA hosts over a million camping families yearly. Chris says, “We are the world’s largest system of privately owned campgrounds.” KOA offers three types of camping experiences—KOA Journey, KOA Holiday, and KOA Resort—tailored to different needs. Their reservation software, K2, gives campgrounds a competitive edge by improving operations and the guest experience.
Innovating the Camping Experience
KOA’s commitment to innovation has earned it the title of Most Innovative Franchise. “Our ‘Campground of the Future’ initiative has introduced forward-thinking products like sky decks, energy-efficient buildings, recharging stations, and solar fields,” Chris shares. Since 2014, KOA has published the North American Camping Report, now the Camping and Outdoor Hospitality Report, which provides valuable insights into camping trends and guest expectations. “Understanding the importance of connecting people to the outdoors, we share this data to help grow the industry,” Chris explains.
Diverse Ownership
KOA campgrounds are owned by a diverse group of individuals and families passionate about hospitality and outdoor recreation. “62% of our parks are owned by individual owners and operators who typically own one property,” Chris notes. The remaining campgrounds are owned by multi-park investors, both multi-generational campground operating families and business investors, who recognize the financial potential of owning multiple properties. KOA’s legacy franchisor system includes several multi-generational owners, passing down their campgrounds to the next generation.
Joining the KOA Family
For those interested in owning a KOA franchise, there are several pathways: purchasing an existing KOA campground, converting an independent campground, or building a new one. “Our franchise models allow business owners to achieve their unique goals while delivering an unparalleled camping experience,” Chris says. The KOA Difference is built on Camper Growth, Revenue Growth, Operational Excellence, and KOA Family, making ownership a rich and rewarding experience.
Mission and Values
KOA’s mission is to connect people to the outdoors and each other. “Our vision is to be the world leader in defining and advancing the business and experience of outdoor hospitality,” Chris explains. KOA’s core values—family-oriented, passionate, entrepreneurial, customer-focused, and innovative—guide their operations and initiatives. “KOA Yellow Pride embodies our dedication to service and hospitality, helping people get outside because we know it changes them on the inside,” Chris adds.
Ensuring High-Quality Customer Service
Camper satisfaction is paramount at KOA. Using the Net Promoter Score (NPS) system, KOA gathers direct feedback from campers to continually improve their services. “Our franchise owners take great pride in their campgrounds, reflected in our system NPS score of 70, designating KOA as World Class in hospitality,” Chris shares.
Variety of Accommodations
KOA offers diverse camping options, from RV and tent sites to Deluxe Cabins. “We want the outdoors to be accessible and enjoyable for everyone,” Chris emphasizes. KOA’s accommodations include RV-friendly sites with various amenities, tent sites with essential conveniences, and Deluxe Cabins featuring modern comforts like air conditioning, gas grills, private bathrooms, and kitchens.
Tailored Camping Experiences
KOA campgrounds cater to different types of campers through its three brands. “KOA Journey campgrounds are perfect for quick stops, KOA Holidays offer more amenities for longer stays, and KOA Resorts provide a comprehensive vacation experience,” Chris explains. Each brand is designed to meet the unique needs of campers, ensuring a memorable outdoor experience.
Supporting Pediatric Oncology Patients
KOA is deeply involved with the Care Camps Foundation, a non-profit organization that funds pediatric oncology camps across the U.S. and Canada. “Since 1984, we’ve been raising money to support these camps, impacting 38,000 children and families annually,” Chris shares. By supporting Care Camps, KOA helps families battling cancer enjoy care-free camping experiences, focusing on fun and creating lifelong memories.
Conclusion
Kampgrounds of America, Inc. continues to redefine the camping experience through innovation, community support, and a commitment to connecting people to the outdoors. Under the leadership of individuals like Chris Fairlee, KOA remains a dynamic and beloved brand in the outdoor hospitality industry. Whether you’re a first-time camper or a seasoned outdoor enthusiast, KOA offers something for everyone, making every camping trip a memorable adventure.
