Guest Services Manager

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. 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.

Position:
Guest Services Manager

Department:
Rooms Division - Guest Services

Reports To:

Director of Rooms (May report to the Director of Guest Services based on the organizational structure.)

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…