Remote Reservations Team Lead - Guest Experience & Ops

Loews Hotels; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Loews Hotels & Co is seeking a Reservations Supervisor to join our Customer Engagement Center. This leadership role guides a remote team of agents, driving sales and service excellence while ensuring accurate information and seamless bookings across voice and digital channels.

You will partner with Operations Management to support daily center operations, provide real-time coaching, monitor quality, and help shape guest experiences that reflect the Loews brand.

Qualifications

• 2+ years in reservation, customer service, contact center or hospitality.
• High School Diploma or GED required; college degree preferred.
• Proficiency with Microsoft Office tools and contact center technologies.

Responsibilities

• Lead and coach a remote team of agents in the Customer Engagement Center.
• Provide real-time coaching to ensure service standards and accuracy.
• Monitor voice and digital channels for quality and brand compliance.
• Collaborate across departments to resolve guest issues quickly.
• Support staffing, training, and performance feedback initiatives.

Skills

Guest service

Sales acumen

Remote team leadership

Communication

Education

High School Diploma or GED

College degree preferred

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Contact center technologies

Job description

Loews Hotels & Co is seeking a Reservations Supervisor to join our Customer Engagement Center. This leadership role guides a remote team of agents, driving sales and service excellence while ensuring accurate information and seamless bookings across voice and digital channels.

You will partner with Operations Management to support daily center operations, provide real-time coaching, monitor quality, and help shape guest experiences that reflect the Loews brand.