Hospitality Coordinator, Global Dining

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.