Analyst, Travel Services

Description du poste:

Intro
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you'll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!
Why you'll love this job
* This role will be supporting the company business and leisure travel needs of American's team members as well as employees of other airlines, interacting with internal and external colleagues across the globe.
* This role is a part of the Team Member Travel Team within the People Organization.
What you'll do
As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
* Serve as a system-wide resource for all departments regarding employee travel on and by other airlines.
* Evaluate, manage, and communicate company business travel requests on/by other airlines, ensuring compliance with policies and industry standards.
* Troubleshoot and resolve issues related to travel policies, procedures, and experiences on/by other airlines.
* Maintain strong relationships and interface with industry counterparts and all levels of active and retired team members.
* Stay informed of and apply industry standards, mandates, and best practices.
* Handle complex travel requests and provide solutions for premium or high-value clients with accuracy and efficiency.
* Deliver exceptional, personalized support, including availability outside standard business hours for urgent needs.
* Act as the primary point of contact during critical situations such as emergencies, escalations, and exception requests.
* Compile and deliver ad-hoc reports for internal stakeholders such as People Business Partners, In Flight, Allegations, etc., to support decision-making.
* Accurately document and track all client interactions to ensure transparency and continuity.
* Assist with testing processes for new ZED leisure and duty agreements and validate user functionality in myIDTravel.
* Monitor for geopolitical and world events as well as union strike events that could impact AA travelers.
* Quickly assess incoming requests, determine escalation paths, and manage exceptions with sound judgment and professionalism.
All you'll need for success
Minimum Qualifications - Education & Prior Job Experience
* At least 2 years' experience in an administrative support role with strong emphasis on customer service
* 2 years of experience in the aviation industry
Skills, Licenses & Certifications
* In depth knowledge of native Sabre; with a focus on reservations, pricing, and ticketing procedures
* Ability to interpret and apply industry standards and internal policies related to employee travel
* Ability to successfully operate within a fast-paced group environment
* Ability to work independently as well as part of a team
* Ability to master unique departmental systems including proficiency with ePNR, SharePoint, various research tools, and other applications specific to the travel team
* Knowledge of Microsoft Office software (e.g. Word, Excel, Outlook, Access, and PowerPoint)
* Ability to work with highly sensitive and confidential material
* Ability to analyze situations and implement strategies under pressure
* Comfortable working with all job levels up to and including senior officers of AA and other airlines
* Strong written and oral communication skills
* The ability to concentrate on small pieces of data with accuracy and focus
What you'll get
Feel free to take advantage of all that American Airlines has to offer:
* Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
* Health Benefits: On day one, you'll have access to your health, dental, prescription and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts and more.
* Wellness Programs: We want you to be the best version of yourself - that's why our wellness programs provide you with all the right tools, resources and support you need.
* 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
* Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more.
Feel free to be yourself at American
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.
EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY
American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising