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 Specialist is a critical piece of the puzzle when it comes to cultivating guest and partner experience. When a guest identifies a Loews property in planning their travels, a Travel Planner Specialist is often the first voice they hear in the reservations process. Our Specialists also engage our Partners - whether properties or third parties - to clearly communicate updates and information which will culminate in a seamless, brilliant experience for our guests. That is why we charge our Travel Planner Specialists with the responsibility of “selling” the Loews experience in a meaningful, genuine way through exceptional listening and problem-solving skills coupled with great attention to detail. With every engagement we help our guests see themselves at Loews, setting the table for the ultimate Loews Experience. A Travel Planner Specialist is responsible for providing guests with all of the information they need to inform their travel plans – from the first phone call to their first step on property. Questions from our guests are met with considerate and thoughtful members of our Loews Family, not automated responses or inflexible scripts. By actively engaging with each guest to ensure that every detail of the reservation is met with accuracy and excellence we can make sure our guests truly feel at home during they stay at Loews. Communication channels for our Travel Planner Specialists include phone and written correspondence methods (chat, email, and text). 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 Channels – Chat, Text, Email, and Phone (as applicable)
• “Guests” will include but are not limited to prospective guests, in-stay guests, vendors, team members, third parties and travel agents.
• Travel Planner Specialists are self-directed, evidencing a capacity to manage multiple reservation channels and pivot efficiently between them. Standards for specific channels include:
• Email responses within 24 hours of guest-initiated message receipt
• Text message responses within 2 minutes of guest-initiated message receipt

• 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 Specialist (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 stressful 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.

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

Education:

• High school or equivalent (Required)

Experience:

• Sales Experience: 1 year (Preferred)
• Customer Service: 1 year (Preferred)
• Hospitality: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: Multiple Locations

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