What is a Consultant at American Express Global Business Travel?

The Consultant role at American Express Global Business Travel (Amex GBT) is the heartbeat of our client service operations. Whether you are applying as a Travel Consultant focused on corporate bookings, a VIP Consultant handling high-touch entertainment clients, or a Meetings Technology Consultant managing Cvent platforms, you are the primary problem solver for our customers. You are not just processing transactions; you are ensuring that business moves forward by navigating complex logistics, technology, and travel regulations.

In this position, you serve as a trusted advisor to corporate clients, ranging from individual business travelers to large-scale event planners. You will work within a dynamic, often remote-first environment where precision and empathy are paramount. Your work directly impacts the traveler experience, ensuring safety, compliance with corporate policies, and seamless execution of itineraries. You are the human element that differentiates Amex GBT in a highly digital industry.

Candidates successful in this role are those who thrive on complexity and derive satisfaction from delivering "perfect trip" experiences. You will join a team that values People, Passion, and Progress, working with proprietary technology and industry-standard Global Distribution Systems (GDS) to turn travel challenges into solutions.

Getting Ready for Your Interviews

Preparation for the Consultant role requires a shift in mindset from "customer support" to "strategic consulting." You are expected to demonstrate deep industry knowledge and the ability to manage high-stress situations with grace.

Technical Proficiency – For Travel Consultants, this means native fluency in GDS platforms like Sabre, Apollo, or Galileo. You will be evaluated on your ability to navigate these systems efficiently, understand fare rules, and interpret complex ticketing codes. For Meeting Tech Consultants, this implies expertise in platforms like Cvent and project management tools.

Situational Judgment & Problem Solving – Interviewers will test your ability to think on your feet. You will face scenarios involving disrupted travel, angry travelers, or conflicting policies. You must demonstrate how you balance empathy for the traveler with strict adherence to company and client policies.

Communication & Empathy – This is a high-touch role. You must show that you can build rapport quickly, whether over the phone, via chat, or in a virtual meeting. Your ability to de-escalate tension and provide clear, professional guidance is a critical evaluation metric.

Adaptability & Resilience – The travel industry is 24/7 and unpredictable. You will be assessed on your willingness to work flexible hours (including nights and weekends for some teams) and your ability to remain calm under pressure during travel disruptions or system outages.

Interview Process Overview

The interview process for a Consultant at Amex GBT is designed to be efficient but thorough, typically spanning 2 to 4 weeks depending on the urgency of the hire. It generally begins with an online application followed by a screening call with a recruiter. This initial conversation focuses on your basic qualifications, salary expectations, and verifying your GDS or technical experience.

If you pass the screen, you will move to the core interview stage. This usually involves a video interview with a Team Leader or Hiring Manager. For Travel Consultant roles, this stage almost always includes a practical component, such as a verbal test of airline codes, a discussion on GDS formats, or a roleplay scenario simulating a call with a Card Member. For Meeting Tech roles, expect questions focused on project management and platform configuration. The process is known for being straightforward and friendly, though candidates should be prepared for specific questions regarding their availability and shift flexibility.

The timeline above illustrates a standard progression, though steps may be consolidated for urgent hires. You should use the time between the Recruiter Screen and the Team Interview to refresh your memory on specific GDS command codes and airline designators, as these are frequently tested on the spot.

Deep Dive into Evaluation Areas

The interview team will evaluate you across several distinct dimensions. Understanding these areas will help you structure your answers effectively.

Technical Skills & Industry Knowledge

For Travel Consultants, your command of the Global Distribution System (GDS) is the most critical technical skill. You generally cannot "learn on the job" for these roles; you must arrive with proficiency. For Meeting Technology Consultants, the focus shifts to event management software.

Be ready to go over:

• GDS Proficiency – Specific commands in Sabre, Apollo, or Galileo. You may be asked how to price a complex itinerary or exchange a ticket.
• Industry Codes – Airport codes (IATA), airline designators, and fare basis codes.
• Ticketing Rules – Understanding fare rules, penalties, and validity.
• Meeting Platforms (Tech roles only) – Configuration of registration paths in Cvent, attendee management, and virtual event setups.

Example questions or scenarios:

• "Which GDS are you most proficient in, and when was the last time you used it in a native environment?"
• "How would you process a ticket exchange involving a penalty and a fare difference?"
• "Walk me through how you would configure a multi-track agenda in Cvent."

Customer Service & Roleplay

Amex GBT places a massive emphasis on the "Consultant" aspect of the title. You are not an order taker; you are a problem solver. You will likely participate in a roleplay or situational interview segment to test your soft skills.

Be ready to go over:

• De-escalation – Handling a frustrated VIP traveler whose flight has been cancelled.
• Consultative Selling – Proactively anticipating needs (e.g., adding a hotel or car transfer) rather than just booking a flight.
• Policy Compliance – Explaining to a traveler why a preferred option is out of policy while maintaining a helpful tone.

Example questions or scenarios:

• "Roleplay: I am a traveler stuck at the airport, my flight is cancelled, and I am yelling. Help me."
• "A client wants to book a first-class ticket that is against their company policy. How do you handle this?"
• "Tell me about a time you went above and beyond for a customer."

Behavioral & Cultural Fit

We look for colleagues who embody our values. We need to know that you can work autonomously in a remote environment and collaborate effectively with a dispersed team.

Be ready to go over:

• Remote Work Ethics – How you manage your time and stay focused without direct supervision.
• Teamwork – How you support colleagues during high-volume periods.
• Adaptability – How you handle changes in software, policy, or shift schedules.

Example questions or scenarios:

• "Describe a time you made a mistake on a booking. How did you fix it and communicate it to the client?"
• "How do you handle working in a team where you cannot see your colleagues face-to-face?"
• "Are you available to work rotating shifts, including nights and weekends?"

Key Responsibilities

As a Consultant, your day-to-day work is fast-paced and varied. You will act as the primary point of contact for corporate clients, managing their end-to-end travel or meeting requirements.

• Travel Management: You will arrange domestic and international travel, including air, rail, hotel, and ground transportation. This involves complex itinerary planning, often stitching together multiple segments to create the most logical trip for the traveler.
• Advisory Services: You are responsible for advising clients on travel restrictions, visa requirements, and health protocols. You will also guide them toward options that comply with their specific corporate travel policies.
• Technical Execution: For Travel Consultants, this means spending your day inside a GDS (Sabre/Apollo/Galileo), ensuring every PNR is accurate. For Meeting Consultants, this involves building registration sites and managing attendee data.
• Issue Resolution: You will proactively monitor trips and intervene when disruptions occur. This often requires quick thinking to re-accommodate travelers during weather events or strikes.

Role Requirements & Qualifications

To be competitive for the Consultant role, you must meet specific baseline requirements regarding experience and technical skill.

Must-have skills:

• GDS Expertise: Minimum 2–5 years of recent, native-mode experience in Sabre, Apollo, or Galileo is typically non-negotiable for travel roles.
• Industry Experience: Previous experience in corporate travel management (TMC), airline reservations, or high-touch hospitality.
• Communication: Exceptional verbal and written English skills. You must be able to articulate complex travel rules clearly.
• Flexibility: Willingness to work flexible schedules, including evenings, weekends, and holidays, as many teams operate 24/7.

Nice-to-have skills:

• Specialized Knowledge: Experience with VIP/Entertainment travel or complex international faring.
• Tech Certifications: Cvent certifications (for Meeting Tech roles).
• Bilingual Abilities: Fluency in a second language is often a strong asset for global teams.

Common Interview Questions

The following questions are representative of what you can expect. They are drawn from recent candidate experiences and internal standards.

Technical & GDS Knowledge

This category tests your hard skills. Expect these to be direct and binary—you either know the answer or you don't.

• "What specific GDS formats do you use to price a stored itinerary?"
• "What are the three-letter airport codes for [City A], [City B], and [City C]?"
• "Explain the difference between a void and a refund."
• "How do you handle a split ticketing scenario?"
• "Have you worked with online booking tools (OBT) like Concur, and how do you support them?"

Situational & Roleplay

These questions assess your "desk readiness."

• "A traveler calls you five minutes before their flight departs wanting to change it. What do you do?"
• "You receive a call from a VIP client who is unhappy with their hotel room. How do you resolve this remotely?"
• "Roleplay: I am a card member who doesn't understand why I was charged a fee. Explain it to me."
• "How do you handle a situation where you have multiple urgent requests coming in at once?"

Behavioral & Work Style

These focus on your history and fit within the Amex GBT culture.

• "Tell me about a time you had to deliver bad news to a client."
• "Describe a time you had a conflict with a coworker. How was it resolved?"
• "Why do you want to work for American Express Global Business Travel specifically?"
• "How do you stay motivated when working from home?"

Frequently Asked Questions

Q: Is this a remote position? Yes, the vast majority of Consultant roles at Amex GBT are virtual. You will be expected to have a quiet, secure workspace with reliable internet. Equipment is typically provided by the company.

Q: How intensive is the training? Training is comprehensive but fast-paced. Candidates often report that there is a lot of information to absorb in a short period ("drinking from a firehose"). You are expected to be proactive in your learning and ask questions if you fall behind.

Q: What are the shift requirements? Traveler Care is often a 24/7 operation. During the interview, be honest about your availability. Many roles require flexibility for nights, weekends, and holidays. Being open to these shifts can increase your chances of receiving an offer.

Q: How long does the background check take? The background check process at Amex GBT is rigorous due to the nature of our clients and data security. It can take anywhere from 2 to 4 weeks to complete after an offer is signed.

Q: Will I be tested on GDS during the interview? Yes. While you may not always have a "live" system test, you will almost certainly be asked verbal questions about command strings, codes, and processes that only an experienced user would know.

Other General Tips

• Brush Up on Your Codes: Before your interview, spend time reviewing IATA airport codes and airline designators. Being able to rattle these off effortlessly during a screening call demonstrates competence and confidence.
• Highlight Remote Resilience: If you have prior remote work experience, emphasize it. Interviewers want to know you can manage your own technology and time without a manager standing over your shoulder.
• Prepare for the "Roleplay": Do not be caught off guard if the interviewer suddenly says, "Okay, I'm the customer now." Treat it like a real call. Use your "smile voice," verify security details (if applicable to the scenario), and show empathy before jumping to the solution.
• Ask About the Team Structure: Show you are thinking long-term by asking about the support structure. Questions like "How does the team communicate during a shift?" or "What is the escalation path for emergency issues?" show you understand the operational reality of the job.

Summary & Next Steps

The Consultant role at American Express Global Business Travel is a career-defining opportunity for travel professionals. It offers the stability of a global leader combined with the excitement of managing complex travel logistics. By preparing for a rigorous assessment of your GDS skills and demonstrating a high degree of emotional intelligence, you position yourself as a candidate who can deliver the premium service our clients expect.

Focus your preparation on technical fluency and situational adaptability. Review your GDS manuals, practice your "customer service voice," and be ready to discuss how you handle pressure. This role is for those who take pride in being the calm expert in a chaotic travel landscape.

The salary figures above represent the national base range. Actual offers will depend heavily on your specific GDS experience, tenure in the industry, and geographic location. Additionally, roles that cover "unsociable hours" (nights/weekends) often come with shift premiums that can significantly enhance total compensation.

We look forward to seeing how your expertise can contribute to our mission of powering progress through travel. Good luck!