Hospitality Support Specialist

1 week ago

New York, New York, United States AMEX Full time

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

At American Express, we believe that with the right support, individuals and businesses can achieve remarkable growth. By becoming part of Team Amex, you join a diverse and global community dedicated to uplifting our customers, communities, and each other. Here, you will have the opportunity to learn and develop as we assist you in crafting a career path that is both unique and fulfilling, complemented by benefits and programs that cater to your personal and professional needs.

As a member of American Express, your contributions, leadership, and impact will be acknowledged. Every colleague has the chance to participate in the company’s success. Together, we strive to uphold our commitment to delivering the world’s finest customer experience daily, all while maintaining the highest standards of integrity in an inclusive environment where everyone feels valued and heard.

The U.S. Consumer Services Team oversees our array of consumer products, services, and experiences in the U.S., including premium offerings, co-branded options, cash back, lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, and the Centurion Lounge network. The USCS team is dedicated to transforming membership into a clear competitive advantage while fostering leadership development among peers.

Resy, a part of the American Express family, serves as our global dining platform within the USCS organization. Our mission is to connect top-tier restaurants with discerning customers through an innovative global SaaS platform, built on the promise of access and unforgettable dining experiences.

Resy’s platform encompasses a comprehensive suite of features for managing reservations, tables, and guest data, empowering restaurants to provide exceptional hospitality. Diners can explore an extraordinary selection of restaurants through our content-rich website and cutting-edge mobile application. Our diners and Card Members are valued insiders, and we cherish their presence.

ABOUT THE ROLE:

As our business expands rapidly, we are seeking additional Hospitality Coordinators to enhance our team. In the Customer Success Organization at Resy, Hospitality Coordinators will primarily focus on delivering exceptional front-line service and support to our restaurant partners and app users, ensuring they maximize their Resy experience.

RESPONSIBILITIES:

  • Address guest inquiries through various communication channels.
  • Resolve issues related to Resy products, including the Resy Consumer App and ResyOS Restaurant App.
  • Provide superior support to restaurant partners, escalating critical issues to the Senior Support Team and collaborating across teams for resolution.
  • Educate restaurant operators to enhance their hospitality through Resy technology.
  • Assist in onboarding new restaurant customers to the Resy platform.
  • Manage offboarding processes for former restaurant customers, including final invoice communication and feedback documentation.
  • Confirm premium reservations for the Resy Global Access concierge program.
  • Undertake additional duties and projects as assigned.

WHO YOU ARE:

  • Enthusiastic about working in a dynamic hospitality-tech environment.
  • Possess exceptional organizational skills, attention to detail, and a strong technological aptitude.
  • Proficient in Microsoft Office and MacOS.
  • Flexible to work during global restaurant hours, including evenings and weekends.
  • Passionate about the restaurant and hospitality industry.
  • Previous experience in restaurant operations.
  • Familiarity with reservation-management systems.
  • Experience in supporting technology for a SaaS business.

Resy is committed to fostering an inclusive workplace and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

COMPENSATION AND BENEFITS:

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

We prioritize the well-being of our colleagues and their families by offering comprehensive benefits that support physical, financial, and mental health throughout all life stages. Benefits include:

  • Competitive base salaries.
  • Bonus incentives.
  • 6% Company Match on retirement savings plan.
  • Free financial coaching and support.
  • Comprehensive medical, dental, vision, life insurance, and disability benefits.
  • Flexible working arrangements based on role and business needs.
  • Generous paid parental leave for all parents.
  • Access to on-site wellness centers (depending on location).
  • Confidential counseling support through our Healthy Minds program.
  • Opportunities for career development and training.

American Express is an equal opportunity employer and makes employment decisions without regard to any status protected by law.

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

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