Hotel Help Desk Specialist - United States

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 Day:

• 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. 

• Share best practices on validated online usage strategies, communications, and benchmark metrics. 

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

Communications:

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

• Continuously provide updates for client’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 escalate online 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 focused creatively 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.