• Guest Experience Champion

    Job Locations US-TX-Fort Worth
    Posted Date 1 month ago(7/18/2019 12:54 PM)
    Requisition ID
    # of Openings
    Category (Portal Searching)
    Front Office Operations
  • Location

    Fort Worth Hotel


    Fort Worth


    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 TripAdvisor 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!

    Job Description

    Ensure all guest opportunities are managed efficiently and guests receive a superior level of service by initiating and maintaining communication. 


    • Provide coverage of responsibilities in absense of Loyalty Ambassador.
    • Maintain continuous liaison with Operations Teams to guarantee that guests are receiving quality services that exceed their expectations.
    • Provide documented and well researched responses to guests regarding their communications received via email, phone, Medallia, Elmer Tickets, folio emailer, profile notes, and any other form of guest communication.
    • Respond to guest feedback in a prompt and professional manner within 24-48 hours of receipt.
    • Extensive data collection from the analysis of Medallia and NPS scoring/ feedback.
    • Constant review of social media sites such as: TripAdvisor, Yelp, Open Table, Facebook, Twitter, Instagram, etc. to extract information of hotel guest service wins and opportunities.
    • Ability to evaluate of feedback from multiple sources to identify opportunities that will assist the hotel in providing improved services to the guest.
    • Partnership with the senior leaders in all areas of the hotel to review service opportunities and develop initiatives to provide a better experience to the guest.
    • Create detailed reports and presentations to communicate results to leaders in the organization.
    • Follow up on initiatives executed to determine positive or negative impact on the guest experience. Recommend additional changes as needed to meet goals.
    • Participate in Guest Engagement Meetings and any other meetings where necessary.
    • Perform other special duties as required by leadership.


    • A 4-year bachelor’s degree is preferred or equivalent.  
    • Hospitality and/or quality improvement experience preferred.
    • Ability to dissect information and offer solutions to opportunities identified.
    • Effective organizational skills and managerial courage to collaborate at a senior level in the organization.
    • Strong guest service relations skills, willingness to go above and beyond in serving others.
    • Exemplary interpersonal, verbal and written communication skills
    • Strong presentation skills to include written and verbal communication in front of leadership groups
    • Proactive thinker, self-motivated and displays excellent problem-solving skills.
    • Ability to multi-task, in a fast-paced environment handling external and internal guest inquiries and/or issues in a calm and professional manner

    Physical Requirements:

    • Must be neat in appearance accordance with Omni Standards of Appearance
    • Ability to sit for extended periods of time at a standard desk
    • Ability to push, pull, lift up to 25Ibs


    Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran 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 applicationassistance@omnihotels.com.


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