Group Services Manager

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio of 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. Who We Are : Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations. Growth and belonging start here ; you’ll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role—from Guest Services to Finance, Culinary to IT—offers opportunities to grow and make a meaningful impact. Creating a Team Member experience where you belong no matter what age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us. What We Offer : Competitive health & wellness benefits, 401(k) & company match Paid Sick Days, Vacation, and Holidays, Paid Bereavement, Paid Pet Bereavement Training & Development opportunities, career growth Tuition Reimbursement Pet Insurance Team Member Hotel Rates, other discounts, perks and more What   We’re   Looking For:   The Group Services Manager   is responsible for   leading the daily operation of Group Reservation s   and   Delphi Administration ,   managing   and supporting the preparation, coordination, and servicing of group reservations while ensuring the efficiency and accuracy of information   entered into   the Delphi   system. The   Group Services Manager will work closely with our hotel partners   and meeting planners   to ensure maximum business flow   through   of all group reservation and Delphi administration processes for the brand   while   maintaining   focus on the overall customer experience .   Who You Are:   Inspires, develops, and holds remote teams accountable while fostering a culture of engagement, inclusion, and high performance.   Excels at managing complex reservation operations,   leveraging   data and metrics to drive efficiency, service levels, and business results.   Demonstrates strong   proficiency   in Delphi and reservation systems, ensuring data integrity, compliance, and continuous process improvement.   Builds trusted partnerships across departments and properties while effectively resolving escalations, challenges, and changing business needs.   Communicates effectively, leads through change, and consistently delivers exceptional service experiences for both guests and stakeholders.   What You   Will   Do:   Provide direct leadership, including hiring, coaching, development, performance management, and engagement of a remote team of Group Reservation Coordinators and Delphi Systems Analysts within the Customer Engagement Center (CEC) Group Services Department.    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.    Collaborate with CEC teams, hotel properties, and cross-functional partners to enhance guest experiences, team member engagement, and operational effectiveness.    Serve as the primary escalation point and subject matter expert for group reservations, providing guidance, troubleshooting, and support to team members and hotel partners.    Control departmental costs through effective labor management, productivity monitoring, and achievement of savings objectives.     Build and   maintain   strong relationships with hotel leadership, meeting planners, and key stakeholders to ensure needs are   met   and concerns are resolved promptly and professionally.    Partner with CEC leadership to ensure alignment, training, operational readiness, and support of Group Services processes and initiatives.    Participate in departmental leadership coverage, floor management, call volume support, and other operational responsibilities as business needs require.    Maintain expert knowledge of hotel offerings, company standards, and departmental processes while   demonstrating   consistent attendance, schedule flexibility, and participation in required training and meetings.   Your Experience Includes:   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 changin