PAUL OMERNIK
Miami Beach,USA
Summary
Accomplished hospitality professional with extensive knowledge of the airline/aviation, hotel, and travel industries. Demonstrated expertise in delivering exceptional customer service whilst working in complex, dynamic, and fast-paced environments. Possess a deep understanding of industry best practices and a passion for optimizing guest experiences by creating memorable and emotional connections to the brand, thereby driving revenue growth through customer retention and loyalty.
Overview
34
34
years of professional experience
Work History
DIRECTOR OF AIR TRAVEL
LuxRally Travel
Miami, FL
09.2025 - Current
- Oversee all aspects of airline ticketing for LuxRally Travel.
- Assisted with the testing of FastBook AIR, the agency's proprietary, industry disrupting airline ticketing system that allows agents without any ticketing experience to securely and seamlessly book airline travel for their clients.
- Stay up-to-date on the agency's airline contracts and provide quality control to ensure ticketing requirements are followed, ARC standards are upheld, and airline debit memos are avoided.
- Provide day-to-day support for complicated itineraries, airline schedule changes, and general ticketing issues.
INDEPENDENT TRAVEL AGENT
LuxRally Travel
Miami, FL
03.2024 - Current
- Ensure each itinerary is highly curated to the client's wishes and desires, ensuring once-in-a-lifetime adventures.
- Identify current and developing trends in the luxury travel market in order to offer established clients new and exciting experiences, while also attracting new ones.
- Provide concierge-like service while clients are on trip, assisting with any issues that may arise, offering a carefree and seamless experience before, during, and after their travels.
- As a fully certified and independent travel agent for LuxRally Travel, I'm currently developing my own luxury travel and lifestyle brand WANDRlux, catering to a clientele with discerning taste, interested in unique and extraordinary adventures. Drawing on 40+ years of global travel experience, I design highly personalized, made-to-measure holidays, creating memories of a lifetime. I'm also developing an array of travel-related products that will enhance and elevate the journey.
HOTEL CONCIERGE
The Miami Beach EDITION (Marriott International, Inc.)
Miami Beach, FL
04.2024 - 10.2025
- Staying up-to-date and knowledgeable regarding the restaurant, bar, club and entertainment scene in Miami.
- Develop and maintain VIP contacts at the most requested venues in order to facilitate hard-to-get reservations.
- Attend concierge networking events in order to grow my “black book” of contacts.
- Adhere to Forbes Travel Guide hotel standards, as well as those of The EDITION brand, to ensure every guest receives world-class customer service.
- Surprise and delight guests with unexpected experiences to make their stay memorable and create an emotional connection to the brand.
- Organize wedding proposals, as well as birthday and anniversary celebrations.
- Continually educating myself on hotel and travel trends by maintaining subscriptions to online media such as SLEEPER magazine and Skift, or reading print publications such as Travel & Leisure, MONOCLE, and Condé Nast Traveller.
- Discreetly handle VIPs such as celebrities and other high-profile guests, ensuring their safety, security, and anonymity during their stay.
CUSTOMER SERVICE TEAM LEADER
American Airlines
Miami, FL
03.2008 - 11.2023
- Cross-utilized and led various operational departments including Customer Care (ticket counter, check-in, gates), the oneworld Global Support Center, Scheduling, and American Airlines Premium Services (Elite Services, Admirals Clubs, Flagship Lounges).
- Improved service quality with continuous employee training, mentoring, coaching and counseling, and providing performance improvement strategies.
- Retained customer satisfaction and loyalty when serious concerns arose with effective communication and creative problem resolution skills.
- Resolved service and maintenance issues by interfacing effectively with other operational departments and contractors to identify and address root causes, as well as compiled necessary reports for senior management.
FREELANCE TRAVEL CURATOR
Scenset
Miami Beach, FL
07.2023 - 09.2023
- Engaged in in-depth consultations with clients to understand their travel aspirations, preferences, budget, and special requests.
- Leveraged my extensive global travel knowledge and research skills to identify hidden gems, off-the-beaten path destinations, and authentic experiences that aligned with each client's interests.
- Crafted bespoke itineraries that incorporated unique luxury accommodations, immersive activities, and culinary adventures, ensuring a tailored experience that exceeded client expectations.
- Maintained consistent communication with clients, proactively resolving any issues that arose, providing end-to-end, personalized concierge level service, ensuring client satisfaction and 100% future business retention.
IN-FLIGHT SERVICE MANAGER / CABIN CREW
American Airlines
Miami, FL
12.1998 - 03.2008
- Managed a team of 200+ flight attendants, providing leadership, training, mentoring and performance evaluations, as well as worked as a flight attendant when necessary.
- Ensured compliance with FAA regulations, and other safety and service procedures, by conducting monthly observation flights world-wide to verify cabin crew adhered to established protocols.
- Conducted investigations of incidents involving cabin crew, issuing corrective action, up to and including termination, when necessary.
- Fostered a cohesive relationship with the APFA (Association of Professional Flight Attendants) to strengthen company, employee and union cooperation, positively affecting the workplace environment.
- Spearheaded ad hoc projects involving onboard products and new service implementation, including the launch of a new in-flight menu for Latin American departures.
INTERNATIONAL DEPARTURE COORDINATOR
American Airlines
Miami, FL
02.1996 - 12.1998
- The International Flight Departure Coordinator was a managerial role responsible for ensuring safe, smooth and efficient departure of all international flights. This included coordinating with ground handling agents, operations, customs and immigration officials, cabin and cockpit crews, catering, aircraft maintenance, and other airport personnel.
- Proactively addressed problems that arose during the departure process, including missing passengers or baggage, mechanical issues, weather delays, or customer service issues.
- Compiled necessary discrepancy reports and was accountable to ensure all international safety protocols were followed.
AIRLINE CUSTOMER SERVICE AGENT
American Airlines
Miami, FL
07.1992 - 02.1996
- Assisted passengers with airline ticketing, check-in procedures, verifying travel documents, issuing boarding passes, and checking baggage, as well as proactively resolved customer service issues at first point of contact.
- Responsible for ensuring the safe and timely dispatch of flight departures and the timely meeting of arrivals.
- Managed the City Ticket Office supporting clients and American Airlines sales representatives, as well as processed paperwork for domestic and international cargo shipments.
Education
Bachelor of Arts - International Relations
University of Wisconsin, Madison
Madison, WI01-1991
Skills
- Quality Assurance
- Relationship Building
- Logistical Efficiency
- Creative Problem Resolution
- Customer Loyalty and Retention
- Service Delivery Optimization
QUALIFICATIONS & ASSOCIATIONS
Bilingual English/Spanish, conversational French
Certified & fully licenced Travel Agent
Member of South Florida Concierge Association
Timeline
DIRECTOR OF AIR TRAVEL
LuxRally Travel
09.2025 - Current
HOTEL CONCIERGE
The Miami Beach EDITION (Marriott International, Inc.)
04.2024 - 10.2025
INDEPENDENT TRAVEL AGENT
LuxRally Travel
03.2024 - Current
FREELANCE TRAVEL CURATOR
Scenset
07.2023 - 09.2023
CUSTOMER SERVICE TEAM LEADER
American Airlines
03.2008 - 11.2023
IN-FLIGHT SERVICE MANAGER / CABIN CREW
American Airlines
12.1998 - 03.2008
INTERNATIONAL DEPARTURE COORDINATOR
American Airlines
02.1996 - 12.1998
AIRLINE CUSTOMER SERVICE AGENT
American Airlines
07.1992 - 02.1996
Bachelor of Arts - International Relations
University of Wisconsin, Madison