VIP Access Associate (Portuguese/Spanish speaking)

Website lifeatEG Expedia Group

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Partner Loyalty Specialist 

Expedia Group is recruiting for a Partner Loyalty Specialist, who is part of the operations team responsible for solving hotel partner related inquiries and issues for EG’s global lodging loyalty program. As a member of a global Operations team, you will provide information, support, and training to our valued lodging partners and internal Expedia Group’s hotel account management teams. You will work with and interact directly with our lodging partners, as well as internal team members. Additionally, you will demonstrate strong customer-service and problem-solving skills, interacting clearly and timely, via email, telephone, and chat.

About Partner Loyalty:  Expedia Group teams up with its best lodging partners to provide special treatment for frequent travelers.
Properties are encouraged to offer an upgraded experience to our premier customers, which may include room upgrades and exclusive perks. In exchange, hotels gain greater exposure on Expedia Group sites, like Expedia,, and Vrbo, plus the opportunity to attract this valuable segment of customers to their properties.
The program launched in 2010 with a network of less than 50 hotels in the United States. Today, there are more than 9,000 properties worldwide.
Properties are selected to participate based on customer reviews, hotel popularity, market importance, and star rating.

Essential Areas of Focus:  
Respond to and resolve hotel partner and internal team cases, using a combination of telephone, email, chat, and instant communication tools (i.e. Slack)
Resolve critical and/or escalated issues and concerns, providing global support as needed
Conduct video and outbound calls to provide training and refresher training to Hotel Partners about the Partner Loyalty program
Perform partner maintenance health checks and audits to identify areas of improvement
Contribute to program business initiatives, processes, and procedures
Proactively suggest program and process improvements
Consistently meet or exceed program goals and objectives
Assist with other projects as requested

One year or more of customer service experience
Available to work a flexible schedule that may include evenings and weekends
Proficiency with technology; ability to learn new software, tools, and technical processes quickly
Experience with Microsoft Office products
Ability to work well in a team environment
Fluent in English and Portuguese preferred (Spanish a plus)
Experience in the hospitality industry is a plus
Exceptional verbal and written communication skills

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