Omni Hotels today announced that J.D. Power and Associates has ranked the hotel company “Highest in Guest Satisfaction Among Upscale Hotel Chains” in its 2000 Hotel Guest Satisfaction Study**.
One of the most esteemed honors in the lodging industry, the customer satisfaction award is based on individual evaluations by business and leisure hotel guests. According to the J.D. Power and Associates study, Omni Hotels showed especially high performance in the following areas: guest rooms, food and beverage and hotel services, such as security, wakeup calls and other guest-related functions.
“We believe the J.D. Power and Associates award represents our company`s ongoing commitment to exceeding our customers` expectations by providing the highest level of quality and service. This award is especially significant because it is based on the experiences of our most important audience - our guests,” said Jim Caldwell, president of Omni Hotels. “As a privately owned hotel chain, we are able to foster a corporate culture that supports creating an ideal experience for each and every customer. Every member of the Omni Hotels family is committed to the clear mission of being the leading upscale hotel company based on the satisfaction level of our guests.”
One example of the company`s dedication to ensuring 100 percent customer satisfaction is Omni Hotels` company-wide training initiative known as “Moments of Service.” This program, which has beenimplemented over the past 18 months, provides hotel associates with the communication tools needed to deliver added-value service during every interaction they have with hotel guests. According to Caldwell, the customer service training program is one ofthe most comprehensive and successful service initiatives in the hotel industry.
In addition, Omni Hotels has spent more than $500 million during the past four years on brand-wide capital improvements and extensive renovations to create a lavishportfolio of hotels and resorts that provide an ideal lodging experience for guests.
For example, in Washington, D.C., Omni Hotels spent approximately $100 million restoring the 836-room Omni Shoreham Hotel to its original 1930`s splendor. The restoration included adding rich, mahogany furnishings and imperial crystal chandeliers, as well as warm English chintz and imported damask fabrics throughout the hotel. In Boston, the company orchestrated a $60 million renovation of the historic OmniParker House, which included a complete upgrade of all guest rooms and guest quarters, as well as the hotel`s restaurant, lobby and meeting space.
Omni Hotels also installed new, state-of-the-art technology and information systems in its hotels,including a new property management, revenue management and catering/sales system. Earlier this year, the upscale chain further demonstrated its commitment to a customer-centric focus by implementing the first brand-wide guest relationship management system in the hotel industry.
Omni Hotels, based near Dallas in Irving, Texas, offers luxury accommodations at more than 40 hotels and resorts located throughout the United States, Canada and Mexico. Each property in the Omni Hotels portfolio provides guests with exceptional four-diamond hospitality, personalized service and exquisite decor, creating a distinctive experience at each location. Ranked the “highest in guest satisfaction among upscale hotel chains” by J.D. Power and Associates, OmniHotels offers unsurpassed meeting facilities and a wide range of guest services and amenities, including wine tastings, gourmet dining, state-of-the-art fitness facilities, tours of local attractions, and specialized programs. Through an aggressive expansion strategy, Omni Hotels is steadily entering new markets around the world. Guests can locate hotels, book accommodations or find out more about Omni Hotels by calling 1-800-THE-OMNI or accessing the company`s Web site at www.omnihotels.com.
** J.D. Power and Associates 2000 Hotel Guest Satisfaction Study. Study is based on 10,008 individual evaluations. 11 upscale hotel chains were ranked in the study; upscale excludes luxury hotel chains. (www.jdpower.com)