Operations Project Manager: Service Standards Evolution

Omni Corporate Offices

Omni Hotels and Resorts creates genuine, authentic guest experiences at over 50 distinctive luxury hotels and resorts in leading business gateways and leisure destinations across North America. Omni Hotels is known for its exemplary culture, authenticity to the markets in which we operate, innovation and exceptional service. Our commitment to career development has created tenure and loyalty that enables us to perpetuate our family atmosphere.

Project Manager, Brand Standards & Service Evolution

Overview

We are seeking an experienced, detail-oriented Project Manager to lead Omni Hotels & Resorts’ brand standards and service evolution work in partnership with Forbes. This role will oversee the planning, coordination, implementation, and adoption of brand standards, service behaviors, training, communication, and accountability mechanisms that support Forbes readiness and elevate the guest experience across the portfolio.

The Project Manager will serve as the central connector between Corporate Rooms leadership, Brand, Operations, Training/Learning, property leadership, Regional Vice Presidents, Area Managing Directors, and external Forbes-related partners. The role requires strong project discipline, executive communication, change management, and a practical understanding of hotel operations and luxury service execution.

Responsibilities

• Successfully manage the end-to-end service evolution and brand standards project plan, including scope, milestones, dependencies, timelines, deliverables, communications, and adoption activities.
• Serve as the strategic and tactical project leader between Corporate Rooms and F&B leadership, executive sponsors, cross-functional partners, property teams, and external Forbes-related partners.
• Coordinate discovery, design, field feedback, standard refinement, implementation planning, training, communications, readiness activities, and post-launch follow-up.
• Develop full-scale project plans, roadmap views, meeting cadences, stakeholder updates, and communication strategies that keep leadership and property teams aligned.
• Clearly communicate project expectations, timelines, ownership, and deliverables to interdisciplinary stakeholders in a timely, concise, and polished manner.
• Manage external partner scope, deadlines, deliverables, meeting outcomes, and change requests; identify scope creep early and communicate timing, budget, and resource impacts.
• Develop and maintain a structured backlog of service enhancements, standard updates, tools, templates, and field support needs aligned to tactical execution and long-term brand goals.
• Lead project reviews and executive updates, including progress reporting, risk escalation, key decisions, next steps, and support needed from senior leadership.
• Ensure proper approvals are completed at key milestones and that standards, tools, and communications are ready for field execution before launch.
• Support change management initiatives that build awareness, understanding, adoption, and accountability across hotels and resorts.
• Track implementation progress, property readiness, recurring barriers, and follow-up actions; escalate gaps that may impact consistency, timing, or guest experience outcomes.
• Help design practical accountability routines, scorecards, inspection tools, meeting materials, and follow-through processes that reinforce sustained execution.
• Participate in the development of leadership materials, field communications, training content, implementation guides, and meeting presentations as needed.
  
  

Qualifications

• 7 years of relevant project management, hospitality operations, brand implementation, service excellence, quality assurance, or transformation experience.
• Experience leading complex, cross-functional projects in a multi-property hospitality, service, retail, or luxury environment.
• Strong understanding of hotel operations, guest experience drivers, service standards, and the realities of field execution across varied property types.
• Experience supporting brand standards, luxury service initiatives, quality programs, training rollouts, or Forbes-related readiness preferred.
• Demonstrated ability to manage projects from planning through execution, adoption, measurement, and continuous improvement.
• Ability to work effectively with executive stakeholders, regional leaders, property leaders, external partners, and cross-functional corporate teams.
• Strong verbal, written, and executive communication skills, with the ability to simplify complex work into clear updates and actionable next steps.
• Excellent organizational skills with the ability to manage multiple workstreams, competing priorities, deadlines, and stakeholder needs.
• Ability to identify risks, remove barriers, drive accountability, and maintain momentum in a fast-paced operating environment.
• Bachelor’s degree preferred; equivalent hospitality, project management, or operational leadership experience may be considered.
• Proficiency with Microsoft Office tools, project tracking documents, executive reporting formats, and collaborative work management practices.
  
  

Success Profile

• Operationally credible: understands how standards translate into daily hotel execution.
• Detail-oriented and disciplined: keeps complex work organized, visible, and moving.
• Service-minded: approaches Forbes readiness as a guest experience and culture-building effort, not only a checklist.
• Influential communicator: builds alignment across corporate, regional, property, and partner audiences.
• Change-capable: anticipates resistance, simplifies adoption, and reinforces accountability.
  
  

Omni Hotels & Resorts Is An Equal Opportunity/AA/Disability/Veteran Employer. The EEO Is The Law Poster Is Available Using The Following Link

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: applicationassistance@omnihotels.com.