Sr. Hospitality Agent (Overnight)
Sonder is on a mission to revolutionize hospitality and make a world of better stays open to all. No two Sonders are the same – each property has a bespoke design and contains a mix of rooms, suites, and apartments. Though each Sonder is unique, our mobile app allows guests to effortlessly navigate their stay. From check-in to checkout, everything they need is just a tap away.
We are looking for someone who breathes hospitality operations and is energized by the opportunity to maximize, motivate, and inspire a team to deliver an amazing Sonder guest experience.
THE OPPORTUNITY:
- Coordinate and dispatch Hospitality Agents’ daily tasks by prioritizing and delegating tasks for outgoing and incoming Hospitality Agent teams through to completion.
- Respond to day-to-day guest requests, issues, and other outreach using the Sonder service principles.
- Work alongside other Hospitality Agents and our remote guest experience team, taking ownership of issues and ensuring they are completed to the highest degree without supervision.
- Guide guests through the Sonder experience, ensuring they have an amazing first impression.
- Coordinate workforce in the field to ensure appropriate staffing levels and all guest needs are met.
- Troubleshoot minor maintenance and technology issues (e.g., upholstery stain removal, light bulb replacements, access to units, wifi connectivity or overseeing contractor appointments).
- Perform housekeeping quality audits and inventory checks in our units to ensure that hospitality standards are met consistently.
- Assist with inventory duties such as preparing turnover kits, receiving deliveries, and tracking linen/consumables.
- Maintenance and organization of working spaces including office, storage closets, warehouse and others, as assigned.
- Travel to multiple Sonder properties throughout the local market, as required.
WHO WE LOOK FOR:
- Minimum 2 years experience working in hospitality, service, or customer service.
- Guest-centric and positive mindset.
- Communicate effectively and ability to set the right cultural tone for the team.
- Organized, hard working, and detail-oriented.
- Comfort with ambiguity and rapidly shifting priorities.
- Ability to take initiative and comfort in independent problem solving with the humility to ask for help when needed.
- Effective communicator who can influence others to drive results.
- Thrives in a fast-paced, ever-changing, always challenging startup environment.
- Unintimidated by using mobile apps while in the field for team collaboration and communication.
- Flexible schedule and open to working evenings, weekends, and holidays.
- Ability to lift/carry items up to 50 pounds and stand/walk for extended periods of time.
- This role requires regular access to a reliable smartphone for work purposes. (Expense reimbursement available).
- This role requires a reliable vehicle to use for work, a valid driver's license, and a clean driving record with proof of insurance.
Benefits
- Competitive compensation.
- Generous stock plan.
- Medical, dental, and vision insurance (where applicable).
- Flexible vacation.
- Wellness and volunteering days.
- Annual free credits and discounts to stay in Sonders.
- Workplace flexibility (for remote-specified positions only) #ABetterWaytoWork.
Equal Opportunity
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other classification protected by applicable state, federal or local law.
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