Analyst, Hotel Triage Operations

Job description

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 i...