Business model of Omni Hotels & Resorts

Customer Segments

Omi Hotels operates a network of luxury hotels and resorts.

The company’s customer base comprises both private leisure and corporate travellers, primarily seeking to provide high-end services to more affluent consumers.

The company’s customers can be organised broadly into the following categories:

• Leisure Guests, comprising the general consumer population – including individual travellers, groups, and families – seeking both short-stay accommodation and longer extended stays ain the US, Canada, and Mexico;
• Business Travellers, comprising individual and group business travellers that require both high-end lodging and amenities, as well as other specific business services such as meeting rooms, internet and computer services, and other facilities;
• Companies and Organisations, comprising a range of companies and organisations that utilise the company’s hotel facilities – including conference halls and meeting rooms – to organise conventions, celebrations, and other events; and
• Other Consumers, comprising other consumers that rent the company’s hotel spaces for events such as parties, weddings, and other celebrations.

Omni Hotels serves clients from around the world across a network of 60 hotels spread across the US, Mexico, and Canada.

Value Propositions

Omni Hotels provides value to its customers in the following ways:

• Brand Recognition and Reputation – Omni Hotels has established itself as a known operator of high-end hotels and resorts across North America, and has a positive track record for providing a high quality experience to guests across a range of segments;
• Extensive Regional Portfolio – Omni Hotels operates a large network across North America comprising 60 hotels and resorts across the US, Canada, and Mexico, notably in convenient locations close to airports, metropolitan areas, and tourist hotspots, making its offerings within accessible distance for a large portion of the continent’s population;
• Luxury Services and Amenities – Omni Hotels provides high-end services and amenities to guests across its network of hotels, including high-quality restaurants, well-furnished rooms, and modern leisure facilities, including pools and gyms;
• High Quality Customer Service – in keeping with its luxury experience, Omni Hotels seeks to provide its customers with high-quality and efficient customer service, including arranging airport transfers and other requests specific to business guests; and
• Corporate Packages – Omni Hotels offers a range of specialised services to business travellers, including access to meeting rooms and computer and internet facilities.

Channels

Omni Hotels serves its customers directly through its network of 60 hotels operating under the Omni brand. At these hotels, the company serves its customers directly via an in-house staff of customer service, facilities, housekeeping, room service, and reception personnel.

The company’s hotels take bookings from leisure and corporate guests over the phone and in person, as well as through various online booking portals specific to each of its hotels.

Customer Relationships

Omni Hotels seeks to establish longstanding relationships with its customers, aiming to secure repeat business through its reliable luxury offerings, high-quality customer service, and high end facilities.

The company’s principal point of contact for its guests is its in-house personnel, who are on hand to manage customers check in and check out times, handle queries and complaints, and offer advice on attractions and amenities in the surrounding area.

Omni Hotels additionally operates a membership and rewards program for its regular guests as a means of encouraging repeat business.

Through this program the company offers its frequent customers discounts, exclusive member services, personalised services and features, and other benefits across several different tiers that can be availed across the company’s various hotels and brands.

Loyalty members are also able to access benefits across a number of international resorts under the Global Alliance Brands as part of the company’s Discovery program.

Omni Hotels operates a website at www.omnihotels.com, through which it keeps its customers updated with new deals and offers, as well as information about its various hotels.

The company’s various hotels and resorts also operate their own individual websites through which guests can access more specific information.

Omni Hotels is additionally able to communicate directly with its customers through its various social media accounts, including with  LinkedIn, Facebook, Twitter, YouTube, and Pinterest.

Key Activities

Omni Hotels manages and operates a portfolio of 60 hotels and resorts across the US, Canada, and Mexico.

Through its network of hotels and resorts, the company offers a range of services beyond traditional accommodation services, including luxury facilities such as spas, gyms, golf courses, and kids programs.

The company also provides event spaces to corporate and private customers, and The operates an online booking system for its leisure and business guests. Omni Hotels is owned by Texas oil billionaire Robert Rowling through his family's holding company TRT Holdings.

Key Partners

Omni Hotels works closely with a. broad network of partner companies and organisations.

These partners can be organised broadly into the following categories:

• Supplier and Vendor Partners, comprising suppliers of resources and equipment utilised across the company’s network of hotels and resorts, as well as third-party providers of services that support the company’s broader corporate activities;
• Franchise Partners, comprising other hospitality companies on behalf of which Omni Hotels operates hotels in Cancun and Puerto Aventuras as a franchisee;
• Rewards Partners, comprising a range of companies with which the company collaborates to provides rewards and deals as part of its loyalty and membership rewards program;
• Community and Charity Partners, comprising various national and international non-profits and charitable organisations, with which the company collaborates on community projects and schemes; and
• Strategic and Alliance Partners, comprising a range of companies with which the company collaborates on brand development, marketing, and other projects.

Omni Hotels notably has a charitable partnership with Feeding America under its Say Goodnight to Hunger program, under which it donates proceeds from sales for the provision of meals children and families in communities across the US.

Key Resources

Omni Hotels’ business model is dependent on its ability to provide reliable and efficient hospitality services across its network of luxury hotels and resorts.

As such, the company’s key resources are its brand name, its reputation and standing, its personnel, and notably its network of resorts and hotels.

The company currently operates a network of 60 hotels and resorts across the US, Canada, and Mexico which are its most crucial assets.

Omni Hotels also depends on its supply chain, franchise and licensing partnerships, and its IT and communications infrastructure – including its website and booking portals.

Cost Structure

Omni Hotels incurs costs in relation to the operation of its hotels and resorts, including the procurement of food and supplies, the procurement of third-party services, the payment of rental and utility fees, the payment of salaries and benefits to its personnel, the management of its partnerships, and the development and maintenance of its IT and communications infrastructure.

Revenue Streams

Omni Hotels generates revenue through the operation of a regional network of hotels and resorts spanning the US, Canada, and Mexico.

The company derives its revenue in the form of booking fees, room charges, event bookings, and other hospitality services performed at its hotels, including spa services, airport transfers, and golfing.

Omni Hotels is a privately owned company and as such is not obliged to disclose its financial performance records to the public.

Estimates of the company’s revenue from corporate databases put the company’s annual revenue figures between USD 800 million and USD 2 billion.