Assistant Manager of Operations, Guest Services

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 matchPaid Sick Days, Vacation, and Holidays, Paid BereavementPet Insurance and Paid Pet BereavementTraining & Development opportunities, career growthTuition ReimbursementTeam Member Hotel Rates, other discounts, perks and moreWhat We’re Looking For: A hospitality professional with a passion for delivering exceptional service and supporting high-performing remote teams.We’re looking for a hospitality-minded individual who thrives in a fast-paced, remote work environment, enjoys mentoring others, solving problems, driving team success, and fostering a collaborative culture. As a key point of contact for both prospective and in-house guests, our Guest Services team ensures that every interaction reflects the warmth, professionalism, and personalized care that define the Loews brand.The Assistant Manager will partner closely with the Operations Management team to support daily operations, provide real-time team member guidance, and ensure the accurate, consistent delivery of seamless guest experiences across both voice and digital channels. The ideal candidate brings outstanding communication skills, a guest-first mindset, and the ability to inspire and engage team members to consistently deliver service excellence with empathy and enthusiasm.Who You Are:A hospitality professional with a passion for both service and salesConfident, people-first and compassionate leader who thrives in fast-paced environmentsSkilled in motivating and supporting remote teams to deliver exceptional guest experiencesA clear and effective communicator—both verbally and in writingGuest-focused, with a natural ability to handle challenges with empathy and professionalismAdaptable and resourceful, with the ability to manage shifting prioritiesDetail-oriented and committed to upholding brand standards and operational excellenceCollaborative by nature, with a strong sense of team ownership and accountabilityDriven by a sense of ownership and accountability for resultsComfortable with taking the lead in a variety of settingsProactive in identifying service and efficiency opportunities and supporting continuous improvementSolution-oriented, with a calm and composed approach to guest concerns or escalationsEager to learn, grow, and contribute to a culture of excellence, growth, and belongingWhat You’ll Do:Support a remote team of agents across the entire Customer Engagement CenterPartner with the Operations Management to drive performance, service excellence, and team engagementProvide real-time coaching and support to team members, reinforcing service standards and accuracyMonitor engagement quality across voice and digital channels, ensuring alignment with brand standardsMonitor real-time operations to ensure operations efficiency and service level achievementServe as a key point of escalation for guest concerns and operational challengesCollaborate across departments to ensure smooth communication and guest issue resolutionParticipate in staffing, training, and performance feedback initiativesCollaborate with other leaders and departments to drive operational improvements and guest satisfactionDeliver timely, accurate reporting and insights to support operational decisions and business goalsSupport a culture of recognition, teamwork, and professional growth across the Customer Engagement CenterPromote a positive, inclusive team environment rooted in accountability, recognition, and hospitalityYour Experience Includes:3+ years of experience in a guest service, PBX, reservation, customer service, contact center, or other hospitality role, preferably within a multi-property environment.High School Diploma or GED required; College degree preferredProven ability to lead and coach high-performing teams, preferably in a remote or virtual settingStrong guest service and sales acumenAbility to maintain confidentiality and exercise sound judgment in decision-makingExcellent verbal and written communication skillsProficiency with Microsoft Office tools (Excel, Word, Outlook) and contact center technologiesAbility to adapt to changing priorities and manage time effectively in a dynamic environmentAvailability to work a flexible schedule, including nights, weekends, and holidays as neededWho You’ll Supervise:Guest Service Agents

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