Supervisor of Operations, Reservations

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; youll 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 rolefrom Guest Services to Finance Culinary to IToffers 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 Were 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 communicatorboth 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 Youll 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 Youll Supervise:

• None