Supervisor of Operations, Reservations

Loews Hotels & Co; Franklin (TN); Remote; USD 52,000 - 70,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid time off

Training & development

Employee hotel rates

Job summary

Loews Hotels & Co is seeking a Reservations Supervisor to lead a remote team within the Customer Engagement Center. This role focuses on driving sales and service excellence while ensuring accurate information and seamless booking experiences across voice and digital channels.

The ideal candidate has 2+ years in reservations or hospitality, strong guest service and communication skills, and a flexible schedule including nights, weekends, and holidays.

Qualifications

• Experience in reservation, customer service, or hospitality.
• Proven ability to lead and coach remote teams.
• Strong guest service and sales acumen.
• Excellent verbal and written communication.
• Proficient with Microsoft Office and contact center tools.
• Flexible schedule including nights, weekends, holidays.

Responsibilities

• Support a remote team of agents across the Customer Engagement Center.
• Partner with Operations Management to support daily center operations.
• Provide real-time coaching and support to team members.
• Monitor engagement quality across voice and digital channels.
• Serve as a key escalation point for guest concerns.
• Collaborate with departments to resolve guest issues.
• Participate in staffing, training, and performance feedback.
• Support a culture of recognition and growth.

Skills

Leadership

Customer service

Communication

Remote leadership

Sales acumen

Hospitality

Problem solving

Time management

Education

High School Diploma or GED

College degree preferred

Tools

Microsoft Excel

Microsoft Office

Contact center software

Job description

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio of hotels and resorts in the United States. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their ”uniquely local” community in order to curate exciting, approachable and local travel experiences for guests.Who We Are: Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.Growth and belonging start here; you'll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role-from Guest Services to Finance, Culinary to IT-offers opportunities to grow and make a meaningful impact.Creating a Team Member experience where you belong no matter what age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.What We Offer:Competitive health & wellness benefits, 401(k) & company matchPaid Sick Days, Vacation, and Holidays, Paid Bereavement, Paid Pet BereavementTraining & Development opportunities, career growthTuition ReimbursementPet InsuranceTeam Member Hotel Rates, other discounts, perks and moreWhat We're Looking For: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.The Reservations Supervisor will work closely with the Operations Management team to support overall daily operations, provide real-time team member support, and ensure the consistent delivery of accurate information and seamless booking experiences across both voice and digital channels. The ideal candidate brings exceptional communication skills, a guest-first mindset, and the ability to inspire team members to achieve excellence with every interaction.Who You Are:A hospitality professional with a passion for both service and salesConfident, people-first and compassionate leader who thrives in fast-paced environmentsSkilled in motivating and supporting remote teams to deliver exceptional guest experiencesA clear and effective communicator-both verbally and in writingGuest-focused, with a natural ability to handle challenges with empathy and professionalismAdaptable and resourceful, with the ability to manage shifting prioritiesDetail-oriented and committed to upholding brand standards and operational excellenceCollaborative by nature, with a strong sense of team ownership and accountabilityComfortable with taking the lead in a variety of settingsProactive in identifying service and efficiency opportunities and supporting continuous improvementSolution-oriented, with a calm and composed approach to guest concerns or escalationsEager to learn, grow, and contribute to a culture of excellence, growth, and belongingWhat You'll Do:Support a remote team of agents across the entire Customer Engagement CenterPartner with Operations Management to support daily center operations and drive service and sales performanceProvide real-time coaching and support to team members, reinforcing service standards and accuracyMonitor engagement quality across voice and digital channels, ensuring alignment with brand standardsMonitor real-time operations to ensure operations efficiency and service level achievementServe as a key point of escalation for guest concerns and operational challengesCollaborate across departments to ensure smooth communication and guest issue resolutionParticipate in staffing, training, and performance feedback initiativesCollaborate with other leaders and departments to drive operational improvements and guest satisfactionSupport a culture of recognition, teamwork, and professional growth across the Customer Engagement CenterYour Experience Includes:2+ years of experience in a reservation, customer service, contact center, or hospitality roleHigh School Diploma or GED required; College degree preferredProven ability to lead and coach high-performing teams, preferably in a remote or virtual settingStrong guest service and sales acumenAbility to maintain confidentiality and exercise sound judgment in decision-makingExcellent verbal and written communication skillsProficiency with Microsoft Office tools (Excel, Word, Outlook) and contact center technologiesAbility to adapt to changing priorities and manage time effectively in a dynamic environmentAvailability to work a flexible schedule, including nights, weekends, and holidays as neededWho You'll Supervise:NoneLoews Hotels & Co is an Equal Opportunity Employer committed to a diverse work culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, gender, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you would like to request a reasonable accommodation to submit an application or participate in the hiring process please contact our Human Resources team.