The role of employees in delivering a loyalty program and the importance of creating a seamless experience for guests, emphasizing that a great loyalty proposition means nothing if it isn’t delivered consistently.

Today, we are meeting ⁠Josh Belkin⁠, Vice President, Loyalty and Customer Engagement at ⁠Omni Hotels & Resorts⁠.

This hotel brand operates more than 50 luxury hotels and resorts in leading business gateways and leisure destinations across North America, including exceptional golf and spa retreats, as well as some dynamic business settings.

In this episode, Josh shares details of the evolution and recent re-launch of Omni’s “⁠Select Guest⁠” loyalty program and some of the major changes they’ve implemented and why.