Reservations Supervisor

About the role

Loews Hotels & Co is looking for a Reservations Supervisor to join its Customer Engagement Center team in Nashville. The role leads a remote team of agents and acts as a key point of contact for prospective guests, working closely with the Operations Management team to support daily operations, give real-time team support and ensure accurate information and seamless bookings across voice and digital channels.

Key responsibilities

• Support a remote team of agents across the Customer Engagement Center
• Partner with Operations Management on daily center operations and 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 against brand standards
• Monitor operations in real time to ensure efficiency and service levels
• Serve as a key escalation point for guest concerns and operational challenges
• Collaborate across departments on guest issue resolution and operational improvements
• Take part in staffing, training and performance feedback initiatives

Required profile

• 2+ years of experience in reservations, customer service, contact center or hospitality
• High school diploma or GED required; college degree preferred
• Proven ability to lead and coach teams, preferably remotely
• Strong guest service and sales acumen
• Flexible schedule, including nights, weekends and holidays as needed

Required skills

• Proficiency with Microsoft Office tools (Excel, Word, Outlook)
• Contact center technologies
• Excellent verbal and written communication

What we offer

• Health and wellness benefits and 401(k) with company match
• Paid sick days, vacation, holidays, bereavement leave and pet bereavement
• Tuition reimbursement and pet insurance
• Training and development opportunities, career growth
• Team member hotel rates and other discounts and perks