Analyst, Hotel Triage Operations

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Amex GBT is seeking a detail-oriented analyst to join our newly established Hotel Triage team. Reporting to the Manager of Hotel Triage Operations, you'll play a critical role in the incident triage process, ensuring swift and accurate categorization of hotel-related issues while supporting seamless communication across internal and external teams. This role is essential to driving operational excellence and revenue protection across our hotel services.

What You'll Do:

• Execute incident triage assessment and route cases to appropriate departments based on defined protocols
• Develop expertise in the Amex GBT ecosystem, products, and platforms to assess and categorize incidents efficiently
• Identify patterns in recurring issues and escalate with recommended process improvements

• Serve as a knowledgeable resource for hotel-related inquiries; contribute to continuous improvement initiatives based on operational insights
• Collaborate effectively with technical, operations, and support teams
• Communicate professionally and confidently with internal teams regarding case routing and status

What We're Looking For:

• Proven experience (3+ years) in incident triage, case management, or similar analytical/operational roles
• Demonstrated expertise with Amex GBT hotel ecosystem and systems; hotel POS/GDS platform expertise and business travel knowledge preferred
• Strategic thinker with strong analytical and independent problem-solving skills
• Excellent written and verbal communication skills with ability to collaborate across teams
• Detail-oriented with ability to manage multiple priorities autonomously in a fast-paced environment
• Adaptable and comfortable with ambiguity in a newly-formed team environment, quick learner with will-to-win attitude and collaborative mindset

What We Will Offer

• Learning and development opportunity
• Mentoring program
• Flexible home working option
• Competitive benefits
• Diverse team that is globally based

Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!