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Supervisor of Operations, Services

4 months ago

Nashville, United States Loews Hotels Full time

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 and Canada. 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.

Our Loews Hotels & Co Guest Services team is an integral piece of the puzzle when it comes to how our guests Experience Loews, serving as the voice of Loews Hotels & Co. to both prospective and in-house guests. Through a close alignment with the Guest Services Manager, the Guest Services Supervisor models for our agents compassionate and solution-minded behaviors, serving our team and guests with empathy and enthusiasm as we create the ultimate Loews Experience with every engagement (both internal and external). The Guest Services Supervisor will ensure that our agents are equipped to provide our guests with the information and services they require via engagements ranging from traditional Concierge-style calls to Front Desk-related inquiries. We employ and enhance our team's ability and expertise as they communicate with guests via phone and various forms of written correspondence - primarily "Text". The Guest Services Supervisor has hospitality in their DNA and partners with the leadership of the Customer Engagement Center to offer an inclusive and empowered culture where our Team Members can flourish as part of our team and as an individual.

Essential Functions & Responsibilities

  • Assist the Guest Services Manager in the oversight of the Customer Engagement Center Guest Services Team - a remote team comprised of Guest Services Agents.
  • Partner with Team Manager to perform intentional team member coaching, coordinating and facilitating strategy sessions to focus on continual skill building and performance growth.
  • Communicate clearly the value of each team member. Welcome them like family, with an unmistakable sense of courtesy, generosity, and professionalism while ensuring that requests and challenges are handled promptly with genuine care and escalated when necessary.
  • Monitor Guest Services team members, ensuring professionalism, brand standard language and overall quality.
  • Serve as a first point of escalation for Guest Services issues, ensuring they are handled promptly and professionally with any appropriate documentation.
  • Collaborate with other CEC Managers and leaders to identify exceptional performance, education gaps and sub-standard engagement from team members.
  • Build strong relationships with other CEC leaders as well as property representatives and other Loews and external stakeholders, ensuring that their needs are met and concerns addressed in a timely manner and with an unmistakable sense of courtesy, generosity and professionalism.
  • Establish and maintain thorough and professional communication with our properties and other internal Loews departments (such as IT), ensuring that all team member requests are clearly noted and documented in the appropriate systems.
  • Serve as requested as a functional Manager on Duty, monitoring Center-wide engagement volume and direct CEC Team Members as required and be available for reservations support calls.
  • Actively monitor daily call volume and minimize abandonment through data-informed floor management, intervening where necessary to redirect team assets or attention.
Behaviors
  • A clear understanding of and conformance with appropriate employee attendance standards as expressed in Team Member Handbook and CEC Attendance Policy.
  • Availability and willingness to work varying schedules as required by business needs including nights, weekends and holidays
  • Attendance and active participation (including occasional leadership) in all mandatory training sessions and meetings.
  • A commitment to consistent and professional communication within the CEC team and with all Loews stakeholders and guests. Active participation in "Welcoming each other like family."
Requirements
  • Demonstrated ability to read and communicate effectively and professionally - both writing and speaking - in English and any other dialect or language identified in the employee agreement.
  • Robust understanding of and a commitment to continual learning regarding active systems utilized by CEC team.
  • An individual who is self-directed and self-motivated while being team focused.
  • An active contributor to a collaborative and cooperative working environment.
  • The ability to maintain confidentiality.
  • A demonstrated willingness to maintain professionalism and composure while making sound business decisions in stressful situations.
  • Adaptability, evidenced in the self-directed ability to organize a workload and adapt quickly to change.
  • A demonstrated ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.
  • Proficiency in windows-based computer programs to include e-mail (Outlook), internet and word processing applications (Word).
  • Strong computer skills and ability to learn new computer applications.