Guest Services Manager

Omni Frisco Hotel at the Star
The Omni Frisco Hotel at The Star is more than just the official hotel of the Dallas Cowboys, it's the social hub for great food, fun and nightlife. This 16-story hotel features 300 beautifully appointed guest rooms and suites and a range of meeting spaces to accommodate any sized gathering. From grand and junior ballrooms to intimate spaces and an elevated pool deck, Omni Frisco Hotel's 24,000 square feet of meeting space provide endless opportunities for events.
This multi-use campus in partnership with the Dallas Cowboys, the city of Frisco and Frisco Independent School District features restaurants, retail space, entertainment venues and more. Omni Frisco Hotel is connected to The Ford Center, a 12,000-seat, domed, multi-purpose event center. The entire campus is anchored by the Dallas Cowboys World Headquarters, which houses office space and the practice facility for the Dallas Cowboys and the Dallas Cowboys Cheerleaders.
Located 20 minutes north of downtown Dallas and 25 minutes from both DFW International and Love Field Airport, the Omni Frisco Hotel features a bevy of amenities including Neighborhood Services, a restaurant featuring honest food and drink in the American tradition. Discover our luxury boutique, Charlotte Jones Collection featuring local designers, a chic coffee and wine bar in the lobby and an elevated pool bar and grill, The Edge, overlooking the 91-acre entertainment district dubbed The Star.
The upscale Omni Frisco Hotel embodies true Texas charm and sophistication. Staying true to Omni's local color, this luxury hotel captures the energy and future of this vibrant North Texas city.
Overview:
The Guest Services Manager is responsible for creating exceptional luxury arrival and departure experiences that elevate Omni Frisco's service culture. This leader oversees Bell Services, Door Services, Select Guest, Charlotte Jones Collection (CJC), and the Valet partnership, ensuring every guest-especially VIPs, Select Guest members, and leisure travelers-receives personalized, memorable service that exceeds expectations.
The Guest Services Manager drives the overall guest experience through personalized hospitality, proactive service recovery, luxury service standards, and the delivery of exceptional retail experiences within the Charlotte Jones Collection. This position serves as the ambassador of the guest journey by anticipating guest needs, developing associates, creating memorable experiences that strengthen guest loyalty, and supporting the hotel's financial goals through operational excellence and retail performance.
Luxury Guest Experience:
* Lead the end-to-end VIP, Select Guest, and leisure guest experience by delivering personalized luxury arrival and departure services.
* Partner with Front Office, Housekeeping, Food & Beverage, Valet, and other departments to execute seamless guest experiences and maintain luxury presentation standards.
* Anticipate guest needs, conduct VIP room inspections, and create memorable experiences that strengthen guest loyalty.
Select Guest & Loyalty:
* Lead the daily Select Guest strategy by ensuring loyalty benefits, guest recognition, and personalized experiences are consistently delivered.
* Review guest profiles and collaborate with the Loyalty Ambassador to anticipate guest preferences and enhance each stay.
* Oversee Elite guest follow-up and service recovery efforts to maximize guest satisfaction and loyalty.
Guest Service Excellence:
* Monitor Medallia feedback, guest recovery opportunities, and service trends to drive continuous improvement.
* Resolve guest concerns promptly while empowering associates to deliver personalized recovery solutions.
* Foster a culture of luxury hospitality by coaching associates to create meaningful guest connections.
Leadership & Team Development:
* Lead, coach, mentor, and develop the Guest Services team while promoting accountability, teamwork, and continuous improvement.
* Conduct daily shift meetings focused on VIP arrivals, operational priorities, and guest experience.
* Train, recognize, and inspire associates to consistently deliver Omni's luxury service standards.
Operational Excellence:
* Ensure Bell Services, Front Drive, Elite Desk, and Charlotte Jones Collection (CJC) consistently reflect Omni luxury presentation standards.
* Partner with Valet leadership to coordinate VIP arrivals and departures while maintaining efficient staffing and service response times.
* Oversee guest deliveries, luggage operations, retail presentation, amenities, and daily operational execution.
Business & Financial Responsibility:
* Manage labor productivity, scheduling, payroll accuracy, and departmental expenses while maintaining exceptional guest service.
* Drive Charlotte Jones Collection retail performance through merchandising, inventory control, guest engagement, and financial accountability.
* Utilize Medallia, loyalty, retail, and operational metrics to identify opportunities and improve department performance.
Leadership Expectations:
* Lead with professionalism, integrity, and emotional intelligence while serving as a role model for Omni's culture and luxury service standards.
* Anticipate guest needs and create memorable experiences through personalization, attention to detail, and proactive hospitality.
* Build strong relationships with guests, associates, and leaders while fostering collaboration across the Rooms Division.
* Inspire associates to exceed guest expectations through coaching, accountability, recognition, and continuous development.
Qualifications:
* Bachelor's degree preferred or equivalent hospitality leadership experience.
* Minimum 2-3 years of progressive hotel leadership experience in Front Office, Guest Services, Luxury Hospitality, or a related Rooms Division discipline.
* Previous leadership experience in guest service operations required.
* Strong leadership, communication, organizational, financial, and operational skills.
* Experience with Opera PMS, Medallia, Microsoft Office, and hotel operating systems preferred.
Success Measures:
* Medallia Overall Experience and Guest Service performance.
* Select Guest Appreciation and loyalty engagement.
* VIP arrival and departure execution.
* Service recovery effectiveness.
* Charlotte Jones Collection (CJC) retail performance.
* Associate engagement, retention, and development.
* Labor productivity and payroll management.
* Cross-department collaboration.
* Luxury service execution and presentation standards.
Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:
EEOC is the Law Poster.
Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.
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: View email address on click.appcast.io.