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American Express Global Business Travel Hotel Program Specialist in Boston, Massachusetts

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 Hotel Program Specialist within the TPM outsource consulting practice line will be responsible for providing extensive project support coordination, hotel operational and stakeholder management. This role is focused on Global Business Consulting’s (GBC) “Operational Strategy” which encompasses, our enterprise hotel consulting journey for an enterprise consulting customer. The Hotel Program Specialist delivers outstanding consultative support and service excellence to our consulting customers while achieving transformational and operational efficiencies.

The Hotel Program Specialist is responsible for the day-to-day operation and execution of the Enterprise Client Hotel program and includes the following key strategic support activities: Project Coordination, Program Optimization, Hotel Program Sustainability and is a lead player in supporting the program’s Transformation and Improvement initiatives.

Project Coordinat ion

Responsible for supporting deployments of new Customer Portal tools and functionality. This includes setting up policy, hotel rate loading process, remittance in-take considering drivers that increase online client self-service adoption, user upload methodology and rate testing within the platform ecosystem. Consults and effectively recommends hotel portal configuration framework to meet clients’ needs within the platform offering. Provides subject matter expertise to the Client and Stakeholders.

What You’ll Do:

  • Own and manage several project and initiative workstreams simultaneously.

  • Manage the end-to-end implementation of customer product tools into fulfilment.

  • Support the creationand management of detailed project plans on applicable projects and initiatives.

  • Maintain the relationship with hotel, technology and reporting vendors.

  • Tracks the completion of required tasks and ensures timelines are met.

  • Create, test and troubleshoot existing and new technology platforms that supporthotel rate sourcing, loading,content and reporting.

  • Contribute best practices to improve quality, standardization, and documentation.

  • Collaborate with team members and business partners across global Amex GBT locations.

  • Update leadership on weekly implementation business status reviews and lead all meetings related to assigned project/initiativeworkstreams.

  • Manage as project coordination and assigned workstream subject matter expert.

  • Collaborate with Product Development to define requirements and launch new technology platforms.

  • Create and test implementation processes to support the enterprise hotel program engagement.

  • Consult & determine cycle of implementation plan with customers and internal GBC partners.

Program Optimization

This role actively contributes to “Efficiency” and “Business Development Strategy” ensuring all processes followed are robust, that our activity and time management is efficient and that we all give attention to developing and growing our enterprise hotel network.

What You’ll Do:

  • Collaborate with cross-functional teams and influence stakeholders at all levels setting common goals and delivering according to plan.

  • Handle multiple optimization and transformation projects and initiatives with different deliverables at the same time.

  • Influence key stakeholders within AmexGBC and in Clientorganizations to inspire change and results.

  • Workwith various teams to deploy strategies, track results and take corrective actions where necessary.

  • Set up tracking to gain insight in results and find opportunities to further optimize.

  • Create strategies based on an analytical, data driven mentality.

  • Resolve & escalate delays during implementation cycle.

Program Sustainability

Support role in identifying areas where the hotel program could improve its sustainability practices, monitor and evaluate progress, collect feedback internally and externally and implement policies to ensure the client remains on track for its sustainability goals.

What you’ll Do:

  • Liaise with different stakeholders within the organization to drive sustainability initiatives.

  • Design and coordinate training sessions to update employees on new procedures and practices. 

  • Operate as a point of contact within the hotel program for all travel sustainability-related questions. 

  • Work with relevant teams on strategies to promote the organization’s sustainability projects. 

  • Establishrelationships with hotel suppliers to promote corporate social responsibility projects. 

What We’re Looking For :

  • Must be a US citizen.

  • Knowledge of complex cross functional Government travel sector is a plus.

  • A strong understanding of hotel and hotel distribution, online retailing, channel management.

  • Experience creating strategies based on an analytical, data driven mentality.

  • Ability to work independently, navigate through ambiguity, think analytically & conceptually.

  • Strong innovator, driver of change, leveragingtechnology solutions that simplify.

  • Project Management support experience is required.

  • Must have some knowledge of corporate travel/hotel industry to interpret hotel rates, policies,rate and content loading and contracts.

  • Superior proven time management/organizational & change management skills

  • Excellent relationship management and communication skills (both written and verbal)

  • Ability to cross communicate in a matrixed environment (hotel RFP Consultants, BI Analysist, Marketing/Communications Teams).

  • Has Microsoft Office skills; Outlook, Excel, Power Point required, and MS Project or similar software is preferred

  • Requires minimal instruction on day-to-day work, general instruction of new assignments.   

  • 3+ years prior experience managing a Service Partner or Supplier, Relationship Manager who is self-motivated and thrives on improvement opportunities and takes risks in driving strategy and launching new practices.

  • 5+ years Customer Service experience with focus in process improvement etc.

  • Team oriented to the core – with the ability to galvanize teams to work together and drive extraordinary results.

  • Someone who identifies vision – collaborates and influences with partner teams to create positive outcomes.           

#GBTJobs

Location

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 (https://explorer.amexglobalbusinesstravel.com/rs/346-POJ-129/images/GBT_2023BenefitsAtAGlance_Without_Rates_Final.pdf)

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 (https://www.amexglobalbusinesstravel.com/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!

Click Here to Learn More (https://www.amexglobalbusinesstravel.com/careers/)

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