Ferncrest is a modern outdoor-hospitality brand redefining the camping experience. Our mission is to get more people outside — by creating stays that are beautifully designed, effortlessly simple, and accessible to everyone.
We're hiring a Director of Operations to build the operational infrastructure for an expanding outdoor-hospitality enterprise. You'll drive performance across multiple sites, create scalable systems, and elevate the guest experience as we expand our franchise network.
The Role
What you'll do.
Franchise Operations
- Serve as primary contact for franchisees post-development through launch and ongoing operations.
- Conduct regular property audits to maintain brand standards.
- Collaborate with franchisees on efficiency, profitability, and satisfaction improvements.
- Manage equipment operations, factory relationships, production tracking, logistics, quality control, and delivery coordination.
Systems & Standards
- Oversee the Ferncrest Operating Playbook, including SOPs and training materials.
- Ensure cross-functional alignment between guest expectations and operational capabilities.
- Maintain consistent hospitality standards across all properties.
- Shape organizational structure during the growth phase.
Customer Success
- Oversee in-house remote customer service team handling reservations and guest communication.
- Lead continuous improvement of operating systems (PMS, messaging platforms, channel management).
- Develop and manage quality assurance programs.
- Coach franchisees toward brand compliance.
Travel
Up to 75% travel during peak season for visits, audits, openings, and support.
You
Who we're looking for.
- Bachelor's degree in Hospitality Management, Business Administration, or a related discipline.
- 8–12+ years of operations leadership in hospitality (multi-site and franchising preferred).
- Financial competency with P&L management across multiple units.
- Demonstrated success standardizing operations across locations.
- Strong leadership, communication, and change-management capabilities.
- Ability to travel frequently.
Work arrangement
We're prioritizing candidates based in Tampa, FL — or willing to relocate — but we'll consider hybrid-remote candidates who can travel to Tampa as needed.