Supervisor of Operations, Guest Services

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 race, age, 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
• Pet Insurance and Paid Pet Bereavement
• Training & Development opportunities, career growth
• Tuition Reimbursement
• Team Member Hotel Rates, other discounts, perks and more

What We're Looking For:

A hospitality professional with a passion for delivering exceptional service and supporting high-performing remote teams.

We're looking for a hospitality-minded individual who thrives in a fast-paced, remote work environment, enjoys mentoring others, solving problems, driving team success, and fostering a collaborative culture. As a key point of contact for both prospective and in-house guests, our Guest Services team ensures that every interaction reflects the warmth, professionalism, and personalized care that define the Loews brand.

The Assistant Manager will partner closely with the Operations Management team to support daily operations, provide real-time team member guidance, and ensure the accurate, consistent delivery of seamless guest experiences across both voice and digital channels. The ideal candidate brings outstanding communication skills, a guest-first mindset, and the ability to inspire and engage team members to consistently deliver service excellence with empathy and enthusiasm.

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

• Driven by a sense of ownership and accountability for results
• 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 the Operations Management to drive performance, service excellence, and team engagement
• 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
• Deliver timely, accurate reporting and insights to support operational decisions and business goals
• Support a culture of recognition, teamwork, and professional growth across the Customer Engagement Center
• Promote a positive, inclusive team environment rooted in accountability, recognition, and hospitality

Your Experience Includes:

• 3+ years of experience in a guest service, PBX, reservation, customer service, contact center, or other hospitality role, preferably within a multi-property environment.
• 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:

• Guest Service Agents