Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
401(k) with Company Match
Tuition Reimbursement
Pet insurance
Employee Discounts
Job Description
Loews Hotels & Co is a prestigious leader in the luxury hospitality industry, known for owning and operating an impressive portfolio of hotels and resorts located in major city centers and resort destinations throughout the United States. Since its founding in 1960, Loews Hotels & Co has earned a reputation for excellence by managing iconic properties that exceed the Four Diamond standards. Each property is thoughtfully designed to reflect its "uniquely local" community, offering guests a personalized and memorable travel experience that combines excitement, approachability, and a strong connection to local culture. This commitment to exceptional service and authenticity has positioned Loews Hotels & Co as a distinguished brand within the competitive luxury hotel market.
At Loews Hotels & Co, the team is dedicated to creating an inclusive and supportive workplace where all employees feel valued and empowered. The company prides itself on fostering growth, belonging, and a diverse culture where every team member—regardless of age, race, gender, religion, or background—is respected and appreciated. This ethos of inclusion is embedded in their day-to-day operations and serves as the foundation for continuously delivering outstanding guest experiences. From Guest Services to Finance, Culinary, and Information Technology, Loews Hotels & Co offers a wide range of career opportunities with ample training and development resources designed to support each employee’s professional journey.
The Group Services Manager role at Loews Hotels & Co is a pivotal leadership position that focuses on managing the daily operations of Group Reservations and Delphi Administration within the Customer Engagement Center (CEC). This hybrid role, based in Franklin, Tennessee with one day per week in-office presence required, is essential in driving operational excellence and maintaining the highest standards of customer service for group bookings and reservation management. As a core element of the group services team, the Manager will oversee a remote team of Group Reservation Coordinators and Delphi Systems Analysts, ensuring that the entire group reservation process runs smoothly, efficiently, and accurately. The role also includes direct responsibility for the administration and maintenance of the Delphi system, ensuring data integrity, compliance, and continuous process improvements across the brand.
The successful candidate will be an inspiring leader who fosters a culture of engagement, inclusion, and high performance. They will demonstrate a strong ability to manage complex reservation operations by using data and reporting metrics to optimize efficiency and achieve business objectives. Additionally, the Group Services Manager will work closely with hotel partners and meeting planners to ensure a seamless experience for guests and stakeholders while acting as the primary escalation point for any issues or challenges that arise. Another critical part of this role is to promote ongoing training, professional development, and performance management within the team to support both individual and departmental success.
This position demands excellent communication skills, the ability to lead through change, and the capacity to build trusted partnerships within cross-functional teams across the organization. The Group Services Manager is also charged with cost control through effective labor management and resource allocation, maintaining a strong control environment by adhering to established procedures and corrective measures when necessary. Opportunities for career growth, a competitive salary, and a comprehensive benefits package including health and wellness benefits, paid time off, tuition reimbursement, and other perks make this a highly attractive role for qualified hospitality professionals committed to excellence and innovation in group reservation management.
At Loews Hotels & Co, the team is dedicated to creating an inclusive and supportive workplace where all employees feel valued and empowered. The company prides itself on fostering growth, belonging, and a diverse culture where every team member—regardless of age, race, gender, religion, or background—is respected and appreciated. This ethos of inclusion is embedded in their day-to-day operations and serves as the foundation for continuously delivering outstanding guest experiences. From Guest Services to Finance, Culinary, and Information Technology, Loews Hotels & Co offers a wide range of career opportunities with ample training and development resources designed to support each employee’s professional journey.
The Group Services Manager role at Loews Hotels & Co is a pivotal leadership position that focuses on managing the daily operations of Group Reservations and Delphi Administration within the Customer Engagement Center (CEC). This hybrid role, based in Franklin, Tennessee with one day per week in-office presence required, is essential in driving operational excellence and maintaining the highest standards of customer service for group bookings and reservation management. As a core element of the group services team, the Manager will oversee a remote team of Group Reservation Coordinators and Delphi Systems Analysts, ensuring that the entire group reservation process runs smoothly, efficiently, and accurately. The role also includes direct responsibility for the administration and maintenance of the Delphi system, ensuring data integrity, compliance, and continuous process improvements across the brand.
The successful candidate will be an inspiring leader who fosters a culture of engagement, inclusion, and high performance. They will demonstrate a strong ability to manage complex reservation operations by using data and reporting metrics to optimize efficiency and achieve business objectives. Additionally, the Group Services Manager will work closely with hotel partners and meeting planners to ensure a seamless experience for guests and stakeholders while acting as the primary escalation point for any issues or challenges that arise. Another critical part of this role is to promote ongoing training, professional development, and performance management within the team to support both individual and departmental success.
This position demands excellent communication skills, the ability to lead through change, and the capacity to build trusted partnerships within cross-functional teams across the organization. The Group Services Manager is also charged with cost control through effective labor management and resource allocation, maintaining a strong control environment by adhering to established procedures and corrective measures when necessary. Opportunities for career growth, a competitive salary, and a comprehensive benefits package including health and wellness benefits, paid time off, tuition reimbursement, and other perks make this a highly attractive role for qualified hospitality professionals committed to excellence and innovation in group reservation management.
Job Requirements
- High school diploma or GED required
- Some college coursework preferred
- Three to five years of supervisory experience in hospitality sales reservations or customer service operations preferred
- Demonstrated proficiency with Delphi and Opera PMS
- Strong organizational skills
- Excellent communication skills
- Ability to manage remote teams
- Strong proficiency in Microsoft Office
- Ability to work in a hybrid role with one day per week in office in Franklin TN
- Ability to handle escalations and complex situations
- Ability to work effectively under pressure
Job Qualifications
- High school diploma or GED required some college coursework preferred
- Three to five years of supervisory experience in a comparable environment preferred ideally within hospitality sales reservations or customer service operations
- Demonstrated proficiency with Delphi and Opera PMS
- Strong collaboration skills with the ability to contribute positively to a team-oriented environment
- Ability to build effective working relationships while maintaining confidentiality and professionalism
- Excellent written and verbal communication skills
- Ability to remain composed make sound decisions and perform effectively in fast-paced or challenging situations
- Strong organizational skills with the ability to prioritize workload and adapt quickly to changing business needs
- Intermediate proficiency in Microsoft Excel including spreadsheet creation analysis and reporting functions
- Proficiency in Microsoft Office applications including Outlook Word and internet-based tools
- Strong overall computer skills with the ability to quickly learn and apply new systems and technologies
Job Duties
- Provide direct leadership including hiring coaching development performance management and engagement of a remote team of Group Reservation Coordinators and Delphi Systems Analysts
- Monitor and oversee the end-to-end group reservations process ensuring service level goals are met through effective resource coordination operational analysis and performance reporting
- Manage Delphi system administration maintenance reporting and compliance through routine audits issue resolution month-end processing and revenue operational and ad hoc reporting
- Maintain a strong control environment by ensuring adherence to established procedures testing processes regularly and implementing corrective actions as needed
- Deliver training performance reviews coaching goal setting and development plans to support team and departmental success
- Foster a culture of courtesy professionalism accountability and inclusion by communicating the value of each team member and addressing challenges with genuine care and timely escalation
- Lead change management efforts by effectively communicating and reinforcing updates related to systems processes and property information
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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