Hotel Help Desk Specialist

American Express Global Business Travel

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.

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As part of the Global Business Consulting organization, Travel Program Management (TPM) outsource practice line is one of the fastest growing organizations within that group, aiming to provide value by executing strategic and operational travel management on behalf of our customers. The Help Desk Specialist within the TPM outsource practice line will be responsible for providing extensive travel operational and stakeholder management. The Help Desk Specialist is responsible for the day-to-day operation and execution of the Enterprise Client Hotel Program and includes the following activities:

What You’ll Do on a Typical Da y:

Travel Operations and Management Support within the Enterprise Client Hotel Program.

Handle Hotel and Travel Management Company (TMC) program escalations and inquiries across the end-to-end hotel program, e.g. (Issues, rates, rate loading, escalations, questions, payment remittance, etc.)

Drive the client’s hotel program, including change management, program education on rate content, and communications on hotel related activities to the relevant stakeholders in the organization. 

Support travel program onboarding and training activities related to new employees and new program hotels.

Supports the implementation of any new travel tools and processes around TMC, traveler and hotel operations (booking access, rate loading, content issues).   

Handle the direct relationship, administer configuration, and understand user navigational experiences.

Provide site messaging recommendations based on program needs.

Communicate product upgrades, functionality enhancements and issues.

Sharebest practices on validated online usage strategies, communications, and benchmark metrics.

Provide an ongoing online educational support to travelers by communicating recommendations.


Coordinate and support communications, progress, and standard methodologies in implementing tactical and operational Enterprise Client Hotel activities.

Continuously provide updates forclient’s online and travel intranet sites driving online self-service support adoption.

Provide ongoing updates on reported issues to ensure understanding and timely completion.

Research, resolve and escalateonline portal, hotel and traveler/TMC issues.

Collaborate with clients and all Enterprise Hotel Client teams.

Generate creative ideas to ensure product is used effectively.

Capture and share standard methodologies across clients and segments.

Use analytical and creative approach to condense large amounts of information into a clear, concise, effective format.

Drive results by operating with a sense of urgency, employing effective time management to deliver results within deadlines.

What We’re Looking For:

Min 5 years’ experience in business travel or hotel industry.

In depth knowledge of complex cross functional Government sector environment is a plus.

Must be a US citizen.

A Customer focusedcreatively thinking problem solver, who delivers positive results and resolves issues with creative win-win solutions.

Experience understanding of travel data and overall travel related processes with the ability to analyze spend and trends.

Excellent technical skills using travel-related technology (online booking and reporting tools).

Strong analytical skills, dedication to quality, adaptability, change management, self-motivation and partnership skills required.

Strong communication skills, both written and verbal.

Demonstrates personal excellence by showing personal determination and resilience and is optimistic in changing circumstances.

Must be able to demonstrate measurable results.

Highly organized, detail oriented and ensures high standards of quality and accuracy in all communication with clients.

Proficient in Excel, Word, PowerPoint, and Microsoft Outlook. Additional analytical tools a plus.

Ability to prioritize multiple priorities with superior time management skills.

Experience in investigation and resolution skills with attention to detail and problem solving, understanding an issue from several viewpoints.

Supports Help Desk Leader and less experienced colleagues.


United States

The US national annual base salary range for this position is from $46,000 to $93,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role may be eligible for an annual Performance Based Incentive, which rewards participants based on company performance, one of our metric-driven Sales Incentive Plans (certain direct sales roles only), or one of our Client Management Incentive Award (CMIA) programs. An eligible employee can only participate in one of these plans during an eligible period. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance (

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 more.

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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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.

Wellbeing resources to support mental and emotional health for you and your immediate family.

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.

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 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!

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