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 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 salesA confident, 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 accountabilityComfortable 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 and inclusion

What You’ll Do:

Support a remote team of agents across the entire Customer Engagement CenterPartner with Operations Management to support daily center operations and drive service and sales performanceProvide 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 satisfactionSupport 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 roleHigh 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 needed