Name: Tom Faust
Title: Vice President, Sales
Company, city: Omni Hotels & Resorts; Dallas, Texas
Number of employees: 21,000
Recent project: Finalizing Omni Meetings University, an online educational portal for meeting planners modeled after our successful Omni Travel Agent University
First job: Bellman at Stouffer’s Riverfront Towers in St. Louis
Little-known fact about you: While my weeks are filled with creating memorable guest experiences, I unwind on weekends with yoga.
Your Business
Essential business philosophy: Say “Yes!” to new opportunities that promote learning and growth. I embrace this approach and consistently do more than is expected; the rewards follow.
Best way to keep a competitive edge: Maintaining a healthy body and mind through yoga helps me replace negativity with positivity and sustain an eagerness to succeed. I also read daily trade news and pursue ongoing professional development.
Yardstick of success: At Omni we aim to exceed guest expectations, inspire and reward associates, and deliver strong financial results for owners. Developing our team, mentoring individuals and growing market share are essential measures of success.
Tom Faust as a Traveler
What is the most important item you take when traveling? My Omni Select Guest loyalty card — it includes complimentary in-room WiFi, bottled water, a morning beverage, shoe shine and garment pressing.
How do you spend your time on board? I use quiet travel time to read and complete projects with minimal distraction.
What is your favorite restaurant in the world? Radosta’s Restaurant & Deli near New Orleans.
What is your favorite destination in the world? I’ve traveled extensively, but Dallas, where I live and work, remains my favorite city.
About Omni Hotels & Resorts
What defines an Omni property? Does Omni plan to roll out amenities designed to appeal to the growing millennial market?
Omni is a global four-diamond brand known for unique properties that deliver exceptional guest experiences. Our design, décor, food and beverage, services and amenities reflect each destination, so no two properties are the same.
We already offer amenities that appeal to younger guests, and many younger business travelers discover Omni through their employers. Our tradition of creating authentic, memorable experiences and exceptional service adds value across generations. As millennials assume greater responsibility in the workforce, we see evolving business travel needs: new technology, complimentary in-room and lobby WiFi, and locally curated experiences are increasingly important. Social interaction matters to this group, so meetings tend to be more collaborative and informal.
How do Omni hotels cater to business travelers? What challenges does Omni face in strengthening brand awareness among business travelers?
Travelers have diverse needs, and we provide a variety of properties to serve group, business and leisure guests. In recent years we’ve expanded our portfolio with resorts, convention-center hotels and city-center properties, offering access to desirable locations and robust signature properties across North America. Through the Omni Select Guest loyalty program, business travelers receive complimentary WiFi and other benefits. We offer mobile booking and check-in, and were among the early hotel groups to integrate our loyalty program with Google Wallet.
Our ongoing challenge is choosing the right communication channels. Guest media habits evolve quickly as traditional and social platforms change. Our website remains the most useful and popular resource for guests seeking culinary updates, special packages, photos and detailed property or destination information.
Industry watchers suggest travel loyalty programs are losing value. How does Omni’s Select Guest program maintain and grow its membership?
Select Guest members enjoy complimentary perks as well as free nights at any Omni property. Members are also automatically entered into the Global Hotel Alliance Discovery program, which provides benefits at more than 450 luxury hotels and resorts in 62 countries. Since new members receive complimentary in-room WiFi upon signing up for our free loyalty program, our membership continues to grow daily.