Supervisor of Operations, Reservations

Loews Hotels & Co; Nashville (TN); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid time off (Sick days, Vacation, &H

Training & Development

Tuition Reimbursement

Pet Insurance

Team Member Rates

Job summary

Loews Hotels & Co seeks a Reservations Supervisor to lead our remote Customer Engagement Center team. You will drive sales and service excellence, coach a remote staff across voice and digital channels, and partner with Operations Management to ensure accurate information and seamless booking experiences.

A hospitality professional with strong leadership and guest-focused mindset is required. Experience in reservations or customer service, plus ability to manage changing priorities, is essential

Qualifications

• 2+ years in reservations, customer service, contact center, or hospitality.
• Strong leadership and coaching for remote teams.
• Excellent verbal and written communication.

Responsibilities

• Support a remote team of agents across the Customer Engagement Center.
• Partner with Operations Management to drive service and sales performance.
• Provide real-time coaching to team members on standards and accuracy.
• Monitor engagement quality across voice and digital channels.
• Collaborate with other departments to resolve guest issues.
• Assist in staffing, training, and performance feedback.
• Drive operational improvements and guest satisfaction.

Skills

Guest service

Sales acumen

Leadership

Communication

Adaptability

Education

High School Diploma or GED

College degree preferred

Tools

Microsoft Office

Contact center technologies

CRM systems

Job description

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 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

What 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 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

What You'll Do

• 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

Your Experience Includes

• 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

Who You’ll Supervise

• None