Traveler Experience Specialist
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!
We're excited to add Traveler Experience Specialist to our growing Traveler Experience Team! Working closely with our Senior Manager of Traveler Experience, you'll use data to find the root of traveler issues & work cross-functionally to implement solutions. This is a new role at Hotel Engine with opportunity for huge positive impact for our clients! If you've led teams in Hotel Operations in the Room department, this could be a perfect transition to travel tech - we're talking to you!
Here's what you'll do:
- Use data and dashboards to identify problems that are negatively impacting travelers experiences and then work with the team to implement solutions to reduce issues.
- Respond to and resolve high-priority customer escalations by working directly with hotels and suppliers.
- Proactively work with hotels and suppliers to formulate operational strategies to reduce negative traveler experiences.
- Collaborate cross functionally to improve traveler experience
Here's what we're looking for:
- 2+ year’s experience in hotel operations in the Rooms department as a supervisor or manager
- In-depth knowledge of hospitality industry procedures and practices required
- Significant experience in a customer service role and find satisfaction in providing delight to those experiences
- Metrics driven as an indicator and motivator of success
- A skilled communicator, proficient in both verbal and written English language who enjoys creating personalized verbal and written communication
- Experience with Salesforce preferred, but not required.
Cash Compensation:
- The total cash compensation for this role is $65,000/year. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.
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.