Supervisor of Operations, Reservations
Core
Lead a remote Customer Engagement Center team to drive sales and service excellence for prospective guests across voice and digital channels.
Role type
Senior IC operations supervisor (contact center)
Builds
Seamless booking experiences and guest engagement for Loews Hotels & Co
Domain
Hospitality / Contact Center Operations
Required skills
Remote team leadership, guest service, sales acumen, operational monitoring, real-time coaching, conflict resolution, staffing management, performance feedback, cross-department collaboration, brand standards adherence
Preferred skills
Experience in luxury hospitality, adaptability, proactive process improvement, empathy, time management
Technologies
Microsoft Office (Excel, Word, Outlook), contact center technologies (via careerplan.io/jobs/R0088213-1-supervisor-of-operations-reservations-at-loewshotels)
Responsibilities
Support daily operations of the Customer Engagement Center, provide real-time coaching to remote agents, monitor engagement quality and service levels, handle guest escalations, participate in staffing and training initiatives, collaborate on operational improvements
Seniority
Mid-level, hands-on IC