Senior Associate, Member Experience & Reservation Operations

Senior Associate, Member Experience & Reservation Operations  

Role Mission:

At Dorsia, we’re rapidly growing and committed to providing a frictionless and exceptional experience for our members and restaurant partners. As a Senior Associate, Member Experience & Reservation Operations, you will be vital in ensuring that every interaction leaves our members and partners feeling valued and prioritized. This role is pivotal in addressing inquiries, resolving issues efficiently, and building trust in our brand. 

You’ll work closely with the Head of Hospitality Operations to lead a team of customer support professionals, deliver personalized support through live chat, and drive continuous improvements in service delivery. At Dorsia, we want every touchpoint to exceed expectations.

In this role you will: 

Customer Experience: Members and Restaurant Relations 

• Take full ownership of customer inquiries, ensuring positive outcomes at every touchpoint.


• Act as a liaison for partner restaurants, fostering strong relationships with managers and finance personnel.


• Build trust by being professional, warm, and dependable in all interactions while staying aligned with our payment and cancellation policies. 


• Identify and implement improvements to streamline reservation management, focusing on accuracy, efficiency, and speed.


• Escalate technical issues to relevant teams as needed.
  
  

Leadership & Support:

• Manage live chat assistance, ensuring the team adheres to best practices and resolves customer issues efficiently.


• Oversea and motivate a team of customer service representatives, providing training and guidance to ensure high-quality support.


• Refine and optimize support processes to ensure prompt, accurate, and brand-aligned responses.


• Prepare for new restaurant openings, events etc to ensure the team is ready for new inquiries and policies.
  
  

Process Improvement & Reporting:

• Continuously evaluate and enhance support protocols to meet evolving customer needs.


• Track customer experience metrics by creating dashboards to monitor and analyze performance.


• Identify and implement improvements to streamline tracking, improve accuracy, and reduce response times for reservation-related activities.
  
  

Your background is:

• Experience: Minimum of 3 in a premium customer service or client-facing role. Experience with reservation systems or similar platforms is a plus.


• Skills: Exceptional written and verbal communication, relationship management skills;  and decision-making skills. Ability to prioritize the member experience while solving problems under pressure.


• Flexibility: Willingness to work nights, weekends, and holidays as needed.


• Mindset: Passion for hospitality, entertainment, and great food, with a proactive approach to problem-solving and process improvement.


• Organizational Abilities: Highly organized, detail-oriented, and committed to enhancing team efficiency and the customer experience

Role Competencies:

• Exceptional Written Communication


• Customer service orientation, leading with hospitality 


• Effective problem solving 


• Client retention 

Company Competencies:

• Initiative: Actively seek opportunities for improvement.


• Effort: Consistently demonstrate a strong work ethic.


• Attitude: Maintain a positive, team-oriented approach.


• Role Knowledge: Apply expertise to meet role expectations effectively.