*Applicants must reside in Florida, Texas, or Tennessee at time of employment.*

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.

Essential Functions & Responsibilities

• Communicates with guests through our Primary Engagement Channels – Text, Email, and Phone (as applicable):
• “Guests” will include but are not limited to prospective guests, in-stay guests, vendors, team members, third parties and travel agents.
• Self-Directing: evidences a capacity to manage multiple reservation channels and pivot efficiently between them. Response standards for specific communications channels include:
• Email responses within 24 hours of guest-initiated message receipt.
• Text and chat message responses (when applicable) within 2 minutes of guest-initiated message receipt.
• Processes and monitors group rooming lists and Brand email boxes.
• Sells the Loews Experience - which includes hotel, restaurant, spa, golf, area attractions and events - while incorporating the Loews Hotels Reservations Department standards (see attached).
• Actively engages with the guest by listening and focusing on their distinctive set of requests to anticipate their needs with an unmistakable sense of courtesy, generosity, and professionalism.
• Ensures every guest request or challenge is handled promptly with genuine care and escalated when necessary.
• Acts as central point of contact for communication from group travel to properties
• Maintains and clearly communicates appropriate, site-specific knowledge regarding all hotel and room features and amenities for requested properties as a part of the selling process.
• Assumes ownership of group-related tasks as received by ensuring that all information is complete, correct and current.
• Establishes and maintains thorough and professional communication with properties, ensuring that all guest requests are clearly noted and documented in the appropriate system.

Requirements

• Demonstrated ability to read and communicate effectively and professionally – both writing and speaking in English
• Active contributions 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.
• Availability and willingness to work varying schedules as required by business needs including nights, weekends and holidays.
• Attendance and participation in all mandatory training sessions and meetings.

Education

• High School Diploma or GED equivalent
• Experience:
• 1-2 years customer-facing work experience, preferably in hospitality or sales
• Language Skills Preferred:

English, Spanish, Portuguese and/or French

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Overtime
• Weekend availability

Application Question(s):

• Applicant must reside in TN, TX, or FL at time of hire. Do you live in one of these states?
• What is your salary expectation?

Work Location: Remote

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