Director of Guest Services

Full-Time

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 development 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.

The Director of Guest Services is responsible for maintaining the highest levels of customer service at four-diamond standards to all Hotel guests during the arrival and departure process through training, guest service recovery and adherence to established department and resort SOPs, associate handbook and Omni policies and best practices.

• Lead the Select Guest team and drive loyalty guest satisfaction
• Lead the Door and Bell teams and ensure outstanding arrival experiences
• Lead the planning and delivery of VIP guest experiences
• Embody the Omni mirror image and actively greet guests immediately, pleasantly, and with undivided attention
• Hire, train, and develop new associates; support all Omni operational training programs
• Build effective teams and motivate associates to achieve service excellence
• Communicate operational needs or concerns (equipment, scheduling, etc.) to appropriate leadership
• Communicate daily with previous and incoming shifts (Managers, PBX, Night Audit, etc.)
• Create weekly schedules for the Guest Services team; manage labor and departmental expenses appropriately
• Attend weekly resume meetings and communicate group details to the team
• Ensure the bell stand, front drive, and bell storage areas are clean, organized, and properly staffed
• Ensure associates maintain professional behavior at all times
• Maintain control of valet tickets and ensure the water station is properly stocked

• High School diploma or equivalent required
• Previous luxury hotel experience preferred
• Clean driving record required; manual transmission experience preferred
• Must be 21 years of age or older
• Strong computer proficiency with the ability to learn hotel systems, Microsoft Word, and Excel
• Hospitality or service industry experience or education preferred
• Excellent communication skills
• Demonstrated leadership ability
• Ability to stand for long periods of time and work in all types of weather
• Ability to push and pull large bell carts and lift heavy luggage in and out of vehicles
• Must be available to work weekends and 12:00 p.m. – 8:00 p.m. shifts

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links:EEOC is the Law Posterand the following link is theOFCCP'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 toapplicationassistance@omnihotels.com. Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.