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.<br><br><b>*This role is remote, based in AZ, FL, or TN*</b><br><br><b>August 2025 start date.</b><br><br><b>What We Offer:</b><br><ul><li>Competitive health & wellness benefits, 401(K) & company match</li><li>Remote-eligible work policy</li><li>Paid Sick Days, Vacation, and Holidays</li><li>Training & Development opportunities, career growth</li><li>Employee Hotel Rates</li><li>Other discounts and more</li></ul><br><br><b>Essential Functions and Responsibilities</b><br><ul><li>Primary Engagement Channel - Incoming Voice Calls and Text Messaging</li><li>Callers will include but are not limited to prospective guests, in-stay guests, vendors, team members, third parties and travel agents.</li><li>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.</li><li>Maintains and clearly communicates appropriate, site-specific knowledge regarding all hotel and room features and amenities for requested properties.</li><li>Establishes and maintains thorough and professional communication with our properties, ensuring that all guest requests are clearly noted and documented in the appropriate system.</li><li>Answers incoming calls in a polite, friendly and professional manner using a cheerful and pleasant voice.</li><li>Follows all Loews guest engagement Standards.</li><li>Uses appropriate CEC software and systems to verify identity/room number of the engaging guest.</li><li>Actively listens and clarifies Guest needs; directs calls as needed to appropriate extensions.</li><li>Assists guest with Engineering, Valet, Front Desk, Security, Bell Desk and Housekeeping requests without transfer.</li><li>Record messages and guest requests in the appropriate software/system and forward messages and requests to respective individuals or departments.</li><li>Provides accurate directions to the hotel from major inbound locations.</li><li>Answers questions regarding hotel functions and facilities; is prepared to enhance their stay by sharing additional aspects of the Loews Experience.</li><li>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.</li><li>Receives and processes incoming guest requests and wake-up calls.</li><li>Handles guest complaints to completion unless escalation is necessary.</li><li>Receives and properly accommodates all Front Desk related calls</li></ul><br><br><b>Education: </b><br><ul><li>High School Diploma or GED equivalent</li></ul><br><br><b>Experience: </b><br><ul><li>1-2 years customer-facing work experience, preferably in hospitality or sales</li><li>Bilingual Spanish Preferred</li></ul><br><br><b>Skills and Other Requirements</b><br><ul><li>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.</li><li>Active contributions to a collaborative and cooperative working environment.</li><li>The ability to maintain confidentiality.</li><li>A demonstrated willingness to maintain professionalism and composure while making sound business decisions in all situations.</li><li>Adaptability, evidenced in the self-directed ability to organize a workload and adapt quickly to change.</li><li>A demonstrated ability to perform both standard and intermediate spreadsheet functions using Microsoft Excel.</li><li>Proficiency in windows-based computer programs to include e-mail (Outlook), internet and word processing applications (Word).</li><li>Strong computer skills and ability to learn new computer applications.</li><li>Excellent customer service skills</li></ul> Salary: USD 36000 - 60000 per year