[Hiring] Assistant Manager of Operations, Guest Services @Loews Hotels

Role Description

The Assistant Manager will partner closely with the Operations Management team to support daily operations, provide real-time team member guidance, and ensure the accurate, consistent delivery of seamless guest experiences across both voice and digital channels. The ideal candidate brings outstanding communication skills, a guest-first mindset, and the ability to inspire and engage team members to consistently deliver service excellence with empathy and enthusiasm.

Qualifications

• A hospitality professional with a passion for both service and sales
• Confident, people-first and compassionate leader who thrives in fast-paced environments
• Skilled in motivating and supporting remote teams to deliver exceptional guest experiences
• A clear and effective communicator—both verbally and in writing
• Guest-focused, with a natural ability to handle challenges with empathy and professionalism
• Adaptable and resourceful, with the ability to manage shifting priorities
• Detail-oriented and committed to upholding brand standards and operational excellence
• Collaborative by nature, with a strong sense of team ownership and accountability
• Driven by a sense of ownership and accountability for results
• Comfortable with taking the lead in a variety of settings
• Proactive in identifying service and efficiency opportunities and supporting continuous improvement
• Solution-oriented, with a calm and composed approach to guest concerns or escalations
• Eager to learn, grow, and contribute to a culture of excellence, growth, and belonging

Requirements

• 3+ years of experience in a guest service, PBX, reservation, customer service, contact center, or other hospitality role, preferably within a multi-property environment.
• High School Diploma or GED required; College degree preferred
• Proven ability to lead and coach high-performing teams, preferably in a remote or virtual setting
• Strong guest service and sales acumen
• Ability to maintain confidentiality and exercise sound judgment in decision-making
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office tools (Excel, Word, Outlook) and contact center technologies
• Ability to adapt to changing priorities and manage time effectively in a dynamic environment
• Availability to work a flexible schedule, including nights, weekends, and holidays as needed

Benefits

• Competitive health & wellness benefits, 401(k) & company match
• Paid Sick Days, Vacation, and Holidays, Paid Bereavement
• Pet Insurance and Paid Pet Bereavement
• Training & Development opportunities, career growth
• Tuition Reimbursement
• Team Member Hotel Rates, other discounts, perks and more

Who You’ll Supervise

• Guest Service Agents