Guest Services Manager

Fort Worth Hotel As breathtaking as any West Texas sunset, the Omni Fort Worth Hotel offers a taste of Texas hospitality. Conveniently located in the heart of Fort Worth’s exciting downtown, the hotel is adjacent to the Fort Worth Convention Center and within walking distance from the city’s cultural centers, restaurants and nightlife. The Omni Fort Worth Hotel received the 2015 Trip Advisor Certificate of Excellence Award, and was named Top 100 Meeting Hotels in the United States in 2014 by Cvent.

The Omni Fort Worth Hotel offers unique employment experiences revolving around associate engagement and innovation. The invigorating world of hospitality resonates through the walls of our one-of-a-kind convention center property. The Omni Fort Worth will continue to be recognized for exemplary guest service and accommodation. As we provide empowerment through our Power of One culture, we work to strengthen and grow the careers of our dedicated associates.

The Omni Fort Worth Hotel is searching for dedicated hospitality professionals with guest service mentality to join our extraordinary team!

The Guest Experience Manager is responsible for developing relationships with Select Guest members and act as a point of contact for them. This position will oversee the Concierge Department and is responsible for their continuous training. This position is also responsible for working closely with areas of operation relating to the guest experience that include but are not limited to Reservations, Front Desk, PBX, Guest Services, Spa, Housekeeping and Food and Beverage.

• Essential Functions
• Lead training for new associates on the Select Guest programs as appropriate for each job function
• Conduct monthly Loyalty Ambassador meetings with the Operations team
• Act as the point of contact for all Select Guest members for the hotel; communicate special needs to the Operations team
• Create relationships with current and prospective Select Guest members and follow through with any complaints
• Ensure professional standards of behavior in the concierge department
• Monitor the standards of work, working practices, productivity for associates in the department
• Conduct MOS audits according to Omni standards
• Establish and maintain effective all‑round control of the department through delegation and co‑ordination.
• Work closely with management and subordinates, stimulating motivation and sense of group satisfaction
• Liaise with Front Office for details of groups, VIPs, Select Guest, promotions and packages
• Communicate directly with guests, both in person and by telephone
• Provide information on facilities, services, events, attractions and have knowledge of the surrounding areas, restaurants and points of interest
• Provide travel routes and transportation services, area maps, brochures and other literature
• Arrange amenities, tickets, bookings, appointments and reservations for guests
• Schedule pre‑arrival calls accordingly and conduct spot checks for proper execution
• Cross‑train in Reservations, Front Desk, PBX, Guest Services, Spa, Housekeeping and Food and Beverage
• Knowledge of related departments, especially F&B Outlets, and Spa
• Respond to any reasonable task as assigned by supervisor or manager
• Assist in other departments as needed
• Attend monthly departmental meetings
• Participate in property MOD and Lobby Ambassador schedule as needed
• Ability to stand for extended periods of time

• Excellent oral and communication skills
• Be able to stand for 8 hours
• Computer proficiency
• Excellent knowledge of local community and surrounding areas
• Excellent problem‑solving skills and organizational skills
• Ability to operate Open Table, Go‑Concierge, Opera, software programs
• Ability to multi‑task and handle guest concerns according to a 5‑diamond service level

Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement.

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applica