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The UPS Store's "Access Model" Delivers Four-Star Guest Service at The Omni San Diego

The UPS Store's "Access Model" Delivers Four-Star Guest Service at The Omni San Diego

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.

Ranked for 29 Consecutive Years

Ranked for 29 Consecutive Years

The UPS Store has been ranked #1 in the postal and business services category for 29 years and remains in the top 5 overall for the third consecutive year according to the Franchise 500 list.

We Proudly Support Our Veterans

We Proudly Support Our Veterans

Participating partners with the VetFran program, The UPS Store offers qualifying veterans $10,000 off their franchise fee to start their new business. To learn more, contact The UPS Store Franchise Development Team.

Kristin Howard

Franchisee, Michigan

The reason my husband and I decided to go into franchising and specifically with The UPS Store, is the different opportunities we're given with the business. The UPS Store has name recognition as well as opportunities to expand.

Debbie Adams

Franchisee, Kentucky

What I enjoy most about being a The UPS Store owner is working with my customers. We are the solution specialists for our customers.

Jim George

Franchisee, Illinios

My favorite part about The UPS Store network is the camaraderie with other franchisees. Everybody loves to help everybody else. You’re really part of a family.

Greg Murray

Franchisee, Florida

The interesting thing about The UPS Store is that when a customer walks through the door there's an extremely high probability that they're coming there to do something that is important to them. So at the end of the day, what we do for customers is very important and they are trusting that we are going to do it well.

See the Full Testimonial

Mariana Huberman

Franchisee, Washington, D.C.

One of the things that I love about The UPS Store franchise system is that you're not ever in this by yourself. The franchisees of The UPS Store network are great.

Heidi Morris

Franchisee, Colorado

The thing I enjoy most about being a The UPS Store franchisee is I get to get up, go to work and know that I'm helping other business owners succeed in what they're doing.

Bob Brown

Franchisee, Tennessee

Owning a The UPS Store franchise has changed my life because it's finally given me the opportunity to engage my customers and my staff and be able to take real pride in what I do. As a franchisee, we get faced with solving peoples' problems every day and we do everything we possibly can to try to help.

Marie Jensen

Franchisee, Oregon

My favorite thing about The UPS Store is the variety. I love the variety of customers, I love the variety of services; getting to know the customers, meeting their needs, finding out how we can help them accomplish what they need to accomplish and seeing how happy they are. That makes me ecstatic.

Tad Mollnhauer

Franchisee, Florida

With the products and services that The UPS Store provides we can make a difference in people's lives and that is the best reason for being a The UPS Store owner.

Joy Batchelor

Franchisee, Idaho

What makes being a The UPS Store franchisee worthwhile at the end of the day is the customers. The customers treat us like we're family.

Paul Erchinger

Franchisee, Texas

One nice benefit of owning a The UPS Store franchise for me has been that it gives me the opportunity to be more involved in the community. As I make relationships with others it seems like no matter what the environment is, in one way or another business comes out of that and that's not my objective—it's been a secondary benefit to being involved in the community.

Chris Reminder

Franchisee, Ohio

There are several things that I really enjoy about being a The UPS Store franchisee. First and foremost it allows me to get to know the people in the local community and that is a lot of fun. We get to see people on a regular basis. We get to know their life stories. That's a lot of fun.

Bruce Jones

Franchisee, Kentucky

Since we have joined The UPS Store, our life has changed by just having more time to spend together as a family. We've been very fortunate with the stores that we have and we have a great staff that looks out for our best interest and we look out for theirs.

Lonnie Williams

Franchisee, Oklahoma

What makes The UPS Store so successful is it gives each individual an opportunity to grow with the network and just meet the challenges that are brought to them on a daily basis. Every day gives us a new opportunity to help another person, to help another small business, to answer a question and to solve a problem.

Jeff Graham

Franchisee, Alabama

I love my customers. I love my employees. I love every person, every face that comes into my store. I enjoy every day going into work and I can't see doing anything else for the rest of my life.

Stacie Stigar

Franchisee, Alaska

I think that this franchise is so successful because of all of the resources that are available to us as center owners—we have marketing materials, we have so many different opportunities for help from the home office, and it just really makes for a great franchise.

Don Pollard

Franchisee, New Jersey

I think the thing that makes this franchise successful is a number of things. First of all we have an outstanding system, we have a great product, a great brand, and we're able to attract dynamic people to run these centers and run the business. So I think when you put all that together it really provides for a winning combination.

Mary Ellen Nichols

Franchisee, Tennessee

The thing I love about the franchise is that you have the UPS name backing you but yet you also have the autonomy to make your own decisions to promote.

Laura Griffin

Franchisee, Florida

In the eight short months I've owned my The UPS Store it has really changed my life. I've gone from being an employee of someone else to being an employer of my associates. It's a big responsibility but it's exciting every day.

Sandy Scandrett

Franchisee, Wisconsin

Being a The UPS Store franchisee has improved every aspect of my life. It's very rewarding financially, professionally, and emotionally. I have a large number of regular customers who are really, really appreciative of everything we do.

Kristie Robison

Franchisee, Alabama

I would say owning a The UPS Store location has changed my life to where I have more time and flexibility. In owning your own business you get your store up and running and you get employees that you can trust that are going to help keep your store running. This allows me to attend my two boys' ball games and also travel and do things with them so it has really changed my life for the better.