[Hiring] Supervisor 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.

• Support a remote team of agents across the entire Customer Engagement Center.
• Partner with the Operations Management to drive performance, service excellence, and team engagement.
• Provide real-time coaching and support to team members, reinforcing service standards and accuracy.
• Monitor engagement quality across voice and digital channels, ensuring alignment with brand standards.
• Monitor real-time operations to ensure operations efficiency and service level achievement.
• Serve as a key point of escalation for guest concerns and operational challenges.
• Collaborate across departments to ensure smooth communication and guest issue resolution.
• Participate in staffing, training, and performance feedback initiatives.
• Collaborate with other leaders and departments to drive operational improvements and guest satisfaction.
• Deliver timely, accurate reporting and insights to support operational decisions and business goals.
• Support a culture of recognition, teamwork, and professional growth across the Customer Engagement Center.
• Promote a positive, inclusive team environment rooted in accountability, recognition, and hospitality.

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.