Analyst CEX Hotel Operations

Position Summary

The Analyst, CEX Hotel Operations plays a key role in ensuring the accuracy and integrity of financial transactions related to hotel accommodations offered during flight disruptions. The primary responsibility is to reconcile all hotel invoices from the third-party business partner, resolve discrepancies, and follow up directly when payments are missing or incorrect. As part of the Customer Experience (CEX) Operations Team, the Analyst also supports the administration of the self-service hotel tool-maintaining preferred hotel options, ensuring availability, escalating system issues, and driving self-service conversion. This is a finance-forward, operational role requiring strong attention to detail, accuracy, and follow-through.

Essential Responsibilities

• Reconcile all hotel invoices from the third-party business partner to ensure accuracy and resolve discrepancies in a timely manner.
• Follow up directly with the business partner and/or local hotels to address invoice or payment discrepancies.
• Track, document, and escalate recurring billing or payment issues to support process improvement initiatives.
• Maintain and monitor the preferred hotel portfolio, ensuring customer-appropriate options are consistently available.
• Support the performance and administration of the self-service hotel tool, including content updates, functionality testing, and optimization efforts.
• Monitor hotel availability within the tool and engage with business partners when inventory is insufficient or unavailable.
• Escalate system issues or outages that impact the self-service hotel experience to ensure timely resolution.
• Analyze tool performance and usage trends to identify opportunities that improve customer adoption and satisfaction.
• Collaborate with cross-functional teams, including Airports, Finance, Product, and Customer Experience, to align on priorities and resolve operational issues.
• Perform other duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• One (1) year of experience with operational analytics

• Strong attention to detail and accuracy, particularly in financial reconciliation and transactional data.
• Demonstrated experience in invoice reconciliation, billing issue resolution, or financial operations.
• Proficiency in Microsoft Office Suite, with expert-level Excel skills (e.g., pivot tables, formulas, VLOOKUPs).
• Advanced experience with SQL and Tableau, including building queries, generating dashboards, and analyzing large datasets to support business decisions.
• Comfortable supporting technical tools or platforms in an operational or customer-facing environment.
• Excellent communication and problem-solving skills with a proactive, collaborative approach.
• Available for overnight travel (10%)
• Must pass a ten (10) year background check and pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications:

• Experience in travel, hospitality, or disruption-related services.
• Familiarity with self-service tools and digital customer experiences.
• Ability to thrive in a fast-paced, high-volume environment with shifting priorities.
• Exposure to process improvement or operational efficiency workstreams.

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)