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

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

Analyst, Hotel Triage Operations

Key skills