Travel Planner - Remote
May 4th Start Date:
*This role requires 3 weeks of onsite training at the Business Service Center in Franklin, TN. After training, the role will be remote, TN only*
Our Loews Hotels & Co Travel Planner is a critical piece of the puzzle when it comes to our guests’ journey. Our Travel Planner is the first point of contact when a potential guest is seeking out one of our hotels. That is why we charge our Travel Planners with the responsibility of “selling” the Loews experience in a meaningful, genuine way. Our Travel Planner is responsible for providing guests with all the information they need to inform their travel plans– from the first phone call to when a guest stays on property. By actively engaging with each guest to ensure that every last detail of the reservation is taken care of, we can make sure our guests truly feel at home when they stay at Loews. That’s why it is critical that our Travel Planner engages each and every caller in a considerate, thoughtful and not overly scripted manner. Most communication is handled by phone, though some processes do require written correspondence. 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 and Responsibilities
- Sells the Loews’ experience which includes hotel, restaurant, spa, golf, area attractions and events while incorporating the Loews Hotels Reservations Department standards
- Actively engages with the guest by listening and focusing on their distinctive set of requests to anticipate their needs
- Maintains knowledge regarding all hotel/room features and amenities and incorporates that information into the selling process, always offering the guest the opportunity to enhance their stay
- Accurately completes the reservations process by ensuring that the reservation and guest profile is correct and current
- Ensures all guest requests are clearly noted and are documented in the appropriate system to establish thorough communication with our properties
- Engages the guest with an unmistakable sense of courtesy, generosity and professionalism
- Actively listens to guest requests/challenges to ensure they are handled promptly with genuine care, and escalates as necessary
- Regular attendance in conformance with standards
- Required to work varying schedules to reflect business needs including nights, weekends and holidays
- Required to attend all training sessions and meetings
Qualifications
- Ability to read, write and speak English effectively
- Ability to work cooperatively with others
- Ability to maintain confidentiality
- Ability to communicate effectively both written and verbally
- Ability to work effectively, maintain composure and make decisions in stressful situations.
- Ability to organize workload, and adapt quickly to change
- 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
Education:
- High School Diploma or GED equivalent
Experience:
- 1-2 years customer-facing work experience, preferably in hospitality or sales
Language Skills Preferred:
- English, Spanish, Portuguese and French