Supervisor of Operations, Special 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 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