The Omni San Diego is a four-star hotel catering to both business travelers and families in the heart of downtown San Diego and is the recipient of many distinguished awards from across the hotel industry.
The Omni Challenge
Although the property is known for its elevated guest experience, the Omni San Diego was missing an integral piece of their customer service puzzle - they had a business center that was unmanned and self-serve only, and those offerings weren’t able to hold up the hotel’s standards of guest satisfaction.
The Omni wanted a service that aligned with their impeccable reputation for outstanding guest service. However, they believed they did not have the space for opening a traditional The UPS Store Franchise store on-site.
The UPS Store Solution
The Omni provides an outstanding guest experience and believes guests should have the best professional services offered, and that they should feel confident receiving service from a recognizable and trusted brand. Additionally, in order to provide the best services possible, guests deserve access to expert personal assistance on-site.
Opening a The UPS Store non-traditional Access model at The Omni was the perfect solution to address the business center challenge. An Access model location offers most of the services that a traditional The UPS Store provides within a smaller footprint, and is well-suited for a 350-500 room property such as the Omni. There is no retail counter, so revenue is primarily generated through self-service computer time rental and guest parcel management – inbound and outbound guest packages. Since there is no retail counter, the Access model requires fewer staff – only one person on-site at the hotel Monday through Friday and The UPS Store can add staff, as events require.
“While the Omni San Diego had an established reputation for its impeccable guest service, we felt that we could take it to the next level with their business center,” said Jim Miller, The UPS Store franchisee. “The UPS Store is a well-recognized brand and we pride ourselves on offering outstanding service to our customers. By adding modern conveniences and more personalized service, we have helped the Omni continue to exceed guest expectations every time.”
The UPS Store has a flexible team that can work to accommodate and solve for the business center needs of any size hotel, providing guests with top-quality service. The UPS Store’s Access model can also handle parcel management, saving hotel staff time and money.
Brian Hughes, General Manager for the Omni says, “Working with The UPS Store and getting off the ground was easy. They were the solution to our problem and made our hotel more appealing. People who know we are business friendly are much more likely to book again.”
The UPS Store offers the following services to Omni hotel guests:
- Free printing for boarding passes
- Access to internet and print 24/7 even when the store isn’t open
- Video conference connection to a The UPS Store for additional services
- Guest package receiving and storage – parcels can be collected at business center or delivered to guest room
- Shipping of lost and found items to guests, offering hotel substantial cost savings
“Having the The UPS Store on site ensures guests can take care of their business needs while away from the office,” said Hughes. “Knowing this makes our hotel a preferred choice for the business traveler.”
Living up to The Omni’s esteemed reputation is quite an honor. The Omni has received multiple notable awards, including:
- U.S. News & World Report’s Best Hotels 2014: #8 in San Diego
- 2012 AAA Four Diamond Award
- One of the “Best Hotels in San Diego” in the U.S. News & World Report 2012
Two years after the opening of The UPS Store, Hughes is confident that they made the right choice to accomplish their mission and overcome their challenge. “There is no question in my mind that our customers want good service and a recognizable brand. They have confidence in the brand and established service provided by The UPS Store,” Hughes said.
“Since the The UPS Store team members are business center experts, we knew having them on site would allow us to provide our guests the service they deserve. And good service always impacts return business.”
If you are interested in learning more about a The UPS Store non-traditional franchise opportunity, contact the Non-Traditional Department today at (877) 623-7253.