Culture: The Foundation of Your Experience
It’s our people, supported by our culture, who enable Omni to be among the best places to work in the business. By remaining true to the fundamentals of hospitality, we provide award-winning experiences for every one of our guests.
We are a luxury brand whose incredible family of associates puts the soul in hospitality every day. The needs of our guests, associates and owners are in the forefront of everything we do. Through authenticity and innovation, we create unique memorable experiences.
Our history is a unique blend of New England tradition and Texas entrepreneurial spirit.
The Dunfey Family of New England founded the company in 1958. From humble beginnings at the 35-room Lamie’s Motor Inn in Hampton, New Hampshire, the business eventually grew to more than 8,000 rooms across North America. In 1983, upon acquisition of Omni International Hotels with three properties in Atlanta, Norfolk and Miami, Dunfey changed its name to Omni Hotels and focused on operating first-class, full-service hotels.
In February 1996, TRT Holdings from Corpus Christi, Texas, purchased Omni Hotels and relocated its corporate office to Dallas. The company was transformed through immediate implementation of a company-wide capital improvements program, investment in new technology and significant property acquisitions and renovations.
In the past several years, Omni Hotels & Resorts has developed new hotels in Fort Worth, Dallas and Nashville – headquarter hotels for convention centers that are anything but conventional.
In that time, we’ve also acquired exceptional, historic resorts in Bedford Springs, Mount Washington and Amelia Island. Collectively, these properties enhance our brand’s reputation, provide new destinations and experiences for meeting planners and guests, and offer career advancement opportunities for our Associates.
But we never forget our roots: the Trilogy, the Power of One®, Mirror Image and our Core Value of treating every Associate as a valuable member of the family. These tools sustain and power us through our growth and evolution and keep us grounded in the history that launched our remarkable service culture.
Our Associates value the principles by which we operate, which were founded on the Six Pillars of our Culture.
THE POWER OF ONE®
The Power of One® is the essence of our service philosophy. It reflects our belief that every single guest interaction is an opportunity, or a moment, for an Associate to delight a guest and deliver a memorable experience. Our recognition and communications programs have evolved from these four simple, yet powerful, words.
Creating a dynamic relationship between our Associates and guests begins with the relationship between our Associates and their managers. We believe that the degree that management exhibits care and concern for Associates will directly influence, or mirror, how our Associates interact with and take care of our hotel guests.
To be successful in business, you must satisfy the needs of Associates, Guests and Ownership. Maintaining that balance allows us to create the unique experience for which Omni is known.
OMNI SERVICE TRADITION
Associates on the front line are in the best position to influence customer service. Through daily open communication and regular department meetings, Associates are encouraged to share their opinions and ideas in an effort to continually improve the service we provide to our guests.
OMNI SERVICE CHAMPION
Because Associates are our most valuable asset, it is important that we consistently recognize their efforts. Associates who exceed the expectations of our internal customers and external guests are recognized and rewarded through the Omni Service Champion program.
MOMENTS OF SERVICE
Our guests expect the best. For this reason, Moments of Service, our service excellence program, exists to provide constant skill reinforcement through service auditing.