Job description

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 Travel Planner is a critical piece of the puzzle when it comes to our guests’ journey. Our Travel Planner is the first point of contact when a potential guest is seeking out one of our hotels. That is why we charge our Travel Planners with the responsibility of “selling” the Loews experience in a meaningful, genuine way. Our Travel Planner is responsible for providing guests with all the information they need to inform their travel plans– from the first phone call to when a guest stays on property. By actively engaging with each guest to ensure that every detail of the reservation is taken care of, we can make sure our guests truly feel at home when they stay at Loews. That’s why it is critical that our Travel Planner engages each and every caller in a considerate, thoughtful and not overly scripted manner. Most communication is handled by phone, though some processes do require written correspondence. We are looking for Team Members that have hospitality in their DNA, and in turn, we offer an inclusive and empowered culture where our Team Members can flourish as part of our team, and as an individual.

Essential Functions & Responsibilities:

• Primary Engagement Channel – Incoming Voice Calls
• Callers will include but are not limited to prospective guests, in-stay guests, vendors, team members, third parties and travel agents.
• Sell the Loews Experience - which includes hotel, restaurant, spa, golf, area attractions and events - while incorporating the Loews Hotels Reservations Department standards
• Actively engage with the guest by listening and focusing on their distinctive set of requests to anticipate their needs.
• Engage the guest with an unmistakable sense of courtesy, generosity, and professionalism while ensuring that every guest request or challenge is handled promptly with genuine care and escalated when necessary.
• Maintain and clearly communicate appropriate, site-specific knowledge regarding all hotel and room features and amenities for requested properties as a part of the selling process.
• As the travel planning expert, always offer the guest the opportunity to enhance their Loews Experience and their stay.
• Assume ownership of the reservations process by ensuring that the reservation and guest profile is complete, correct and current.
• Establish and maintain thorough and professional communication with our 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 and any other dialect or language identified in the employee agreement.
• 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 all 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.

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 French

Equipment Provided to Employee :

Desktop Computer with Keyboard and Mouse

Headset

Monitor(s)'
'
Work Remotely

• Yes

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
• Monday to Friday
• Night shift
• Weekend availability

Application Question(s):

• You must reside in Florida, Texas, or Tennessee for this remote role. Do you reside in one of these states, or plan to relocate?

Education:

• High school or equivalent (Required)

Work Location: Remote

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