The posting
Job Description
The Hospitality Coordinator is a key member of the American Express Global Dining team, responsible for delivering exceptional customer experience across American Express’s reservation platforms. This role supports both Resy and Tock businesses, requiring comprehensive training and the ability to provide seamless, best-in-class support across both platforms.
You will serve as a frontline expert and trusted partner to restaurant/business operators, delivering technical support, education, and guidance that enables them to succeed. Through real-time problem solving, proactive communication, and cross-functional collaboration, you will help power outstanding hospitality experiences for Global Dining
Responsibilities
- Provide real-time technical support to customers via email, phone, and chat across both Resy and Tock platforms
- Troubleshoot and resolve software and data issues using internal tools, test environments, and available resource
- Develop and maintain expertise in both Resy and Tock systems, including integrations, devices, and operational workflows
- Serve as a customer-facing point of contact, representing the Global Dining brand and setting clear expectations
- Deliver customized virtual training sessions to restaurant partners tailored to their business needs
- Accurately document incidents and ensure timely communication with customers and internal stakeholders
- Gather and share customer feedback to inform product improvements and enhance the user experience
- Act as a liaison between customers and internal teams, ensuring clear, consistent two-way communication
- Collaborate with cross-functional partners including Product, Engineering, Account Management, Sales, and Support teams to drive customer succes
- Manage workload independently while prioritizing effectively and escalating when necessary
- Maintain accurate records, including case documentation and time tracking, in accordance with team expectations
Qualifications
Minimum Qualifications
- 1+ year of experience in a professional or office-based environment
- Strong written and verbal communication skills
- Excellent organizational skills with the ability to manage multiple priorities
- Ability to work both independently and collaboratively within a team environment
- Comfort navigating technical systems and troubleshooting customer issues
Preferred Qualifications
- Bachelor’s degree or equivalent experienc
- Experience in hospitality, restaurants, or SaaS-based customer support
- Familiarity with reservation systems or restaurant technology platforms
- Experience delivering training or onboarding to customers
- Demonstrated ability to work in a fast-paced, customer-focused environment
Additional Notes
- This role requires training and proficiency in both Resy and Tock systems, with the expectation of supporting customers across both platforms through email, live chat and inbound phone support
- Schedule flexibility may be required based on business needs, including evenings or weekends
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
About Us
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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 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.
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The below represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
