Director of Guest Experience

7 days ago


Franklin, Tennessee, United States Loews Reservations Center Full time

As a leading owner and operator of luxury hotels, Loews Hotels & Co is seeking an exceptional Operations Team Lead to join its Reservations Center team. This dynamic role will oversee the day-to-day operations, ensuring seamless guest experiences through efficient floor management, effective communication, and proactive issue resolution.

Key Responsibilities:
  • Maintain high levels of engagement volume while directing CEC Team Members as required, providing support for reservations calls, and minimizing abandonment rates.
  • Utilize data-driven insights to optimize floor management, redistributing team assets or attention when necessary.
  • Oversee agent availability and adherence to schedules (breaks, ACW, tardies, etc.)
  • Coordinate time and attendance tracking for all teams within the CEC, informing leadership of staffing updates as needed.
  • Evaluate guest engagement quality by monitoring channels; ensure professionalism, brand standard language, and overall excellence align with departmental goals and standards.

Educational Requirements: High school diploma or equivalent

We offer a competitive salary range of $60,000 - $80,000 per year, based on experience. As a member of our team, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.



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