[Hiring] Supervisor of Operations, Reservations @Loews Hotels

Role Description

Loews Hotels & Co is seeking a Reservations Supervisor to join our Customer Engagement Center team. This leadership role is ideal for a hospitality professional with a passion for driving sales and service excellence while leading high-performing remote teams. As a key point of contact for prospective guests, our Travel Planner team ensures that every interaction reflects the warmth, professionalism, and personalized care that define the Loews brand.

• Support a remote team of agents across the entire Customer Engagement Center
• Partner with Operations Management to support daily center operations and drive service and sales performance
• 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
• Support a culture of recognition, teamwork, and professional growth across the Customer Engagement Center

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
• 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

• 2+ years of experience in a reservation, customer service, contact center, or hospitality role
• 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, Paid Pet Bereavement
• Training & Development opportunities, career growth
• Tuition Reimbursement
• Pet Insurance
• Team Member Hotel Rates, other discounts, perks and more