Omni's Big Brand and Customer Experience Refresh, With Dan Surette

Omni Hotels & Resorts has embarked on its first brand refresh in more than a decade, coinciding with an impressive growth phase that figures convention hotels large in the equation.

Dan Surette, chief sales officer for Omni Hotels & Resorts, explains how the privately owned \company is placing a premium on the customer by working with global experience transformation company Materials Plus on a $1 million project to create two signature employee training programs that focus on personalization.

The two signature employee training programs, the Power of Engagement and Moments of Service, represent Omni's priority to emphasize customer service as the hospitality and meetings industry emerges from the pandemic era and travelers are once again hitting the road.

Surette also addresses the hospitality industry's need to develop a stronger workforce development pipeline, which was one of the key drivers of Omni's new customer experience program.

Listen:

[Related: The Massive New Omni PGA Frisco Is a Golf Resort Game-Changer]

Recent Omni developments include the following:
 

• Omni Fort Lauderdale Hotel, set to open 2026, will be the only hotel connected to the Broward Convention Center and will be a beacon within the community and country for meetings, incentives, conferences, exhibitions and enhance the hospitality experience in South Florida's booming convention market  
• Omni Tempe Hotel at ASU, which opened April 28, 2023 is home to the city’s largest ballroom (15,000 square-feet) and was designed with meetings and events in mind 
• Omni PGA Frisco Resort has over 127,000 square-feet of flexible meeting space, including an indoor/outdoor Texas ranch-style pavilion flooded with natural light for elegant parties and gatherings, 19 meeting rooms ideal for more intimate meetings and nine outdoor venues that offer an array of scenic backdrops 
• The Omni Homestead Resort is currently going through a $150 million-dollar-renovation which includes a brand-new event pavilion designed for weddings and meetings 
• Omni Boston at the Seaport opened in 2021 and features 100,000 square-feet of indoor/outdoor meeting, event and pre-function space, including the largest single hotel ballroom in Boston.

[Related: Boston Omni Transforms the Seaport District]

Listen to more Meetings Today Podcasts