Supervisor of Operations

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 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 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 who thrives on supporting complex guest needs, building strong partnerships, and coaching teams to deliver high-touch, solutions-focused service.

The Special Services Supervisor will supervise a remote team of Specialists who serve as subject matter experts and primary contacts for potential and post-stay guests, as well as third-party travel agents. These interactions span voice, email, chat, and text channels and require a balance of precision, empathy, and problem-solving. This leader will work closely with the Operations Management team to support overall daily operations, provide hands-on support, and ensure consistent, high-quality service across all touchpoints.

Who You Are:

• A hospitality professional with a passion for both service and sales
• A 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 and inclusion

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 Qualifications Include:

• 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