Supervisor of Operations, Reservations

Loews Hotels•Nashville, TN

6d•Remote

About The Position

Loews Hotels & Co is seeking a Reservations Supervisor to join their 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, the 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.

Requirements

2+ years of experience in a reservation, customer service, contact center, or hospitality role
High School Diploma or GED required
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

Nice To Haves

College degree preferred
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
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

Responsibilities

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