Hospitality Coordinator, Resy Support

American Express; Charleston (SC); Hybrid; USD 27,552 - 46,356; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

6% Company Match on retirement savings plan

Free financial coaching

Comprehensive medical, dental, vision benefits

Flexible working model

20+ weeks paid parental leave

Free access to wellness centers

Confidential counseling support

Career development opportunities

Job summary

Join a dynamic team at a leading hospitality-tech firm where you'll provide exceptional support to restaurant partners and app users. As a Hospitality Coordinator, you'll thrive in a fast-paced environment, utilizing your organizational skills and technological expertise to enhance the Resy experience. This role offers a unique opportunity to connect with the best restaurants and customers, ensuring top-tier service and support. With a focus on personal and professional growth, you'll be part of a community that values integrity and collaboration. If you're passionate about hospitality and technology, this is your chance to make a meaningful impact.

Qualifications

• Exceptional organizational skills and technological aptitude required.
• Experience in hospitality and SaaS technology is essential.

Responsibilities

• Provide outstanding service to restaurant partners and app users.
• Troubleshoot issues and educate restaurant operators on Resy technology.

Skills

Organizational Skills

Technological Aptitude

Customer Service

Communication Skills

Problem-Solving

Education

Experience in Hospitality

Experience in SaaS Technology

Tools

Microsoft Office

MacOS

Reservation-Management Systems

Job description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.

Resy is the American Express global dining platform and sits within the USCS organization. Our mission is to connect the world's best restaurants with the world's best customers through a trusted and innovative global SaaS platform, built on the promise of access and unforgettable experiences.

Resy's SaaS platform offers a wide range of features and functionality, managing reservations and tables, and tracking guest and restaurant data to help restaurants deliver the best hospitality to diners. Diners can discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners and Card Members are insiders, and we love having them at the table.

ABOUT THE ROLE:

Our business is growing rapidly and we are looking for additional Hospitality Coordinators to join our team. Working within Resy’s Customer Success Org, Hospitality Coordinator’s primary responsibility will be to provide outstanding front-line service and support to our Resy restaurant partners and Resy app users to ensure they are getting the most out of the Resy experience.

WHAT YOU'LL DO:

1. Answer guest inquiries via email & live chat
2. Troubleshoot any issues relating to Resy products: Resy Consumer App, ResyOS Restaurant App, Resy Restaurant Web-Dashboard & Resy.com
3. Provide top tier support to Resy customers escalating any critical issues to our SR Support Team and collaborating cross-team to resolve
4. Educating restaurant operators to raise the level of hospitality they offer through Resy technology
5. Assist the implementation team with setting new restaurant customers live on Resy
6. Offboard former restaurant customers by communicating final invoice details, scheduling official churn date and documenting feedback for review
7. Make phone calls to confirm premium reservations for the Resy Global Access concierge program
8. Working on other duties and projects as assigned

WHO YOU ARE:

1. Interest in working in a fast-paced hospitality-tech environment
2. Exceptional organizational skills, a keen eye for detail, a strong technological aptitude, and the ability to stay calm under pressure
3. Mastery of Microsoft Office and MacOS
4. Ability/flexibility to work global restaurant hours, including nights and weekends
5. Passion for restaurants and the hospitality industry
6. Experience working at restaurants
7. Working knowledge of reservation-management systems and restaurant operations
8. Experience supporting technology for a SaaS business

Salary Range: $20.00 to $33.65 hourly + bonus + benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.