Hotel Engine

Hotel Engine arms our customers with a powerful hotel booking platform that is simple to use and seamless to integrate.

Denver, CO

Hybrid

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Member Support Specialist- Claims & Disputes at Hotel Engine (Greater Denver Area, CO)

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Hotel Engine is the world’s largest Lodging Performance Network, established to create a richer, more rewarding business travel experience by connecting a global network of businesses and lodging partners. Our innovative travel-tech company is on an incredible growth trajectory and will continue to build on our strong foundations by bringing our customer obsession, data-driven problem-solving, and bias for action into every decision we make.

In December of 2021, we closed our series B funding round with a $1.3 billion valuation, and that’s just the beginning. We expect 2022 to be our best year yet.

Working hard behind the scenes building and supporting our platform are exceptional people–from our large engineering and product teams to our fast-growing sales, supplier, and member support orgs, to our data, marketing, and operations teams.

We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! We’re focused on finding the right people who are energized by our culture, with diverse experiences and backgrounds that will help us unlock our full potential. Complacency doesn’t live here. We’ve built a team of world-class people who really want to work with other world-class people. Click here to view our DNA, and if you like what you see, please, read on!

Our Member Support team is growing and looking for customer service gurus with a dash of investigative flair. You are passionate about resolving issues and making sure that our books are balanced at the end of the day. This particular team of service minded employees also enjoys accounting mysteries – from uncovering random charges to negotiating with suppliers on a final resolution in regards to billing disputes. Our company is quickly growing, and therefore we are looking for an individual who wants to continually elevate the overall productivity, skills and development of our teammates while highlighting and implementing opportunities for efficiency gains.

This position is Monday – Friday from 8 am – 5 pm

Responsibilities:

Collaborate with our suppliers and internal teams to resolve billing disputes
Reconcile overcharges and miscellaneous discrepancies that come in via email and phone from our suppliers
Be a sleuth – you have to investigate various anomalies in our billing department to see what happened and create a positive outcome
Communicate solutions internally and externally to resolve issues
Be meticulous about details. Our team requires accurate reporting and communication documentation to ensure positive resolutions, and therefore we require details notes on all interactions in regards to cases.
Work with credit card companies in regards to credit card disputes by facilitating communication between parties
Work across multiple online portals and can dexterously move between operating systems
Reconcile our incidental program in working closely with accounting and our member Support department to help ensure correct billing was applied and balanced

Requirements:

Pristine written & verbal communication skills - this job does require both phone and email communication across all teams
Basic accounting skills is a plus! You love math
A quick learner ready to grasp our systems, processes & procedures
Ability to problem solve and work on several projects simultaneously while continuing to provide quality work
Experience with Excel, Stripe and Salesforce.com (CRM) strongly preferred
Forward thinker with the capacity to be creative in developing new ideas and implement proven methods for the team
Able to work quickly and efficiently while still being thorough

Cash Compensation:

The total cash compensation for this role is $20/hour. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.

Remote Opportunities:

This role is eligible for remote work based out of CO. Please speak with a recruiter to learn more.

Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.

As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:

Competitive base salaries 
Annual performance bonuses
Stock options for all associates + performance-based stock options 
Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance 
401(k) plan with a match program
Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit
Paid parental leave and family medical leave
Hotel discounts through our exclusive platform
The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.

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Jocelyn Ruby

Human Resources Manager

WHERE RESULTS MATTER

DEI driven by action and constant improvement

Inspired roadmaps aren’t just for product teams. At Hotel Engine, they're for diversity, equity and inclusion initiatives, too. To expedite progress, Human Resources Manager Jocelyn Ruby leans on HR tools that collect company-wide feedback on DEI efforts, and increase pay equity and understanding of how the associate base identifies. Next up? More unconscious bias training, and tweaks to ensure consistent recruiting and interview experiences through diversity-specific groups. Yearly metrics, along with a lot of passion, keep Ruby’s team accountable in building a place where everyone thrives.

Having the full support of our CEO, vice presidents, directors and more has helped us move faster in our efforts to put formal processes in place, and emphasizes to our entire team the importance of DEI.

Audrey Fairbrother

Content and SEO Manager

BIAS FOR ACTION

Stewards of success, at work and beyond

Hotel Engine believes success should be shared, which is why it planted over a quarter of a million trees and donated substantial sums to Black Girl Ventures, Denver Children’s Home and Make a Wish Colorado in 2021. This year, the company is planting even more trees and supporting causes like SafeHouse Denver, The Korey Wise Innocence Project and Children of Uganda. To Content and SEO Manager Audrey Fairbrother, these initiatives are greater extensions of Hotel Engine’s values. “We know that ‘together we thrive,’” she said. “The stronger the communities around us are, the stronger we are.”

When I come to work every day, I can see that I’m helping make life easier for our customers and for those in our community through our collective efforts. It’s rewarding and empowering.

Brendan Doyle

Engineering Manager

ON THE FAST TRACK

Leadership that wants to see you shine

Knowing how to land your career goal isn’t always easy. That’s why Hotel Engine’s talent is guided through curated growth tracks to keep those aspirations in reach. Take Engineering Manager Brendan Doyle, who started as an individual contributor before stepping up to lead a team of eight. In working with his manager, Doyle identified which benchmarks he’d need to hit to level up. Then, leading up to his promotion, leadership dedicated time to prepare him for his new role through weekly one-on-ones, recommending reading and setting up informational meetings with former engineering managers.

It’s a lot easier to reach your goals when they’re clearly defined and you have the support to reach them.

What are Hotel Engine Perks + Benefits

Hotel Engine Benefits Overview

Hotel Engine is strongly committed to both its employees and its customers. Our company’s benefits and perks are designed to create an inclusive environment where team members can deliver great work consistently, celebrate diversity, collaborate with colleagues – and have fun at the same time.

Culture

Volunteer in local community

Employees receive two paid volunteer days per year, in addition to existing PTO and sick time.

Partners with nonprofits

Through our employee resource group, Engine4Everyone, we are looking to invest in organizations that focus on education and advisory services to women and/or minorities.

Open door policy

OKR operational model

Team based strategic planning

Pair programming

Open office floor plan

Remote work program

Diversity

Highly diverse management team

Hotel Engine has a diverse management team and supports an inclusive workforce. Our ERG Engine4Everyone plans to incorporate unconscious bias training into hiring practices and team development.

Mandated unconscious bias training

Engine4Everyone will incorporate unconscious bias training. Additionally, team development trainings broaden cultural awareness and include sessions focused on the diversity of individual experiences

Diversity employee resource groups

Engine4Everyone creates an inclusive environment where team members work together to develop policies and training, and identify workplace initiatives and community involvement opportunities.

Hiring practices that promote diversity

Health Insurance & Wellness Benefits

Flexible Spending Account (FSA)

Hotel Engine offers team members a Health Savings Account (HSA). Individuals can contribute up to $3,500 and families up to $7,500 per year.

Disability insurance

We offer short-term disability insurance, which covers up to 60% of pre-tax weekly earnings. The maximum weekly benefit is $2,000. There is optional voluntary Accident and Critical Illness coverage.

Dental insurance

Vision insurance

Health insurance

We offer multiple health insurance plans, including an option that covers 100% of an individual’s premium.

Life insurance

Pet insurance

Team members are eligible to enroll in voluntary pet insurance benefits.

Wellness programs

Go365 is an employee wellness program that incentivizes employees to make healthier choices and rewards them for taking steps to better health.

Team workouts

Mental health benefits

All employees (and their dependents) – whether enrolled in our health coverage or not – have access to our Employee Assistance Program (EAP), which includes mental health services.

Financial & Retirement

401(K)

401(K) matching

Hotel Engine's 401(K) matching launches in the first quarter of 2021.

Company equity

Employee stock purchase plan

Performance bonus

Child Care & Parental Leave Benefits

Generous parental leave

We provide up to 9 weeks of parental leave for the primary caretaker and 2 weeks of leave for the secondary caretaker.

Family medical leave

Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.