Guest Services Agent - Afternoons/PMs (Remote, TN Based)

About the position 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. May 2026 start date. This role requires 30 days of onsite training at the Business Service Center in Franklin, TN. After training, the role will be remote, TN only What We Offer: Competitive health & wellness benefits, 401(K) & company match Paid Sick Days, Vacation, and Holidays Training & Development opportunities, career growth Employee Hotel Rates Other discounts and more

Responsibilities

• Primary Engagement Channel – Incoming Voice Calls and Text Messaging
• Callers will include but are not limited to prospective guests, in-stay guests, vendors, team members, third parties and travel agents.
• Engages 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.
• Maintains and clearly communicates appropriate, site-specific knowledge regarding all hotel and room features and amenities for requested properties.
• Establishes and maintains thorough and professional communication with our properties, ensuring that all guest requests are clearly noted and documented in the appropriate system.
• Answers incoming calls in a polite, friendly and professional manner using a cheerful and pleasant voice.
• Follows all Loews guest engagement Standards.
• Uses appropriate CEC software and systems to verify identity/room number of the engaging guest.
• Actively listens and clarifies Guest needs; directs calls as needed to appropriate extensions.
• Assists guest with Engineering, Valet, Front Desk, Security, Bell Desk and Housekeeping requests without transfer.
• Record messages and guest requests in the appropriate software/system and forward messages and requests to respective individuals or departments.
• Provides accurate directions to the hotel from major inbound locations.
• Answers questions regarding hotel functions and facilities; is prepared to enhance their stay by sharing additional aspects of the Loews Experience.
• Maintains knowledge of all Hotel and area’s, events and activities.
• Communicates within the Guest Services and CEC team upcoming events which could impact our hotels and/or our guests.
• Receives and processes incoming guest requests and wake-up calls.
• Handles guest complaints to completion unless escalation is necessary.

Requirements

• High School Diploma or GED equivalent
• 1-2 years customer-facing work experience, preferably in hospitality or sales
• 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.
• Excellent customer service skills

Benefits

• Competitive health & wellness benefits
• 401(K) & company match
• Paid Sick Days, Vacation, and Holidays
• Training & Development opportunities, career growth
• Employee Hotel Rates
• Other discounts and more

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