Front Desk Hospitality Agent
il y a 2 semaines
Sonder is a hospitality company that is revolutionizing the way people stay. We offer a unique and personalized experience for our guests, with a focus on making their stay as comfortable and enjoyable as possible.
Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Senior Front Desk Hospitality Agent. As a key member of our front desk team, you will be responsible for providing exceptional guest service, resolving issues, and ensuring that our guests have an amazing experience at Sonder.
Key Responsibilities- Coordinate the work of Front Desk Hospitality Agents, prioritizing and delegating tasks to completion and acting as a point of escalation when a Supervisor or Manager is unavailable
- Assist with training and mentorship of Front Desk Hospitality Agents
- Work alongside other Front Desk Hospitality Agents and our remote guest experience team, taking ownership of issues and ensuring they are completed to the highest degree without supervision
- Utilize our digital communication systems to receive guest calls, SMS, and live chats, and offer immediate support from the Front Desk
- Be the face of Sonder, making an awesome first impression on our guests, visitors, and all internal and external partners
- Guide guests through the technology-rich Sonder experience, ensuring they are able to make the most out of their stay and use our tech features
- Assist building leadership with any administrative tasks required to keep all operations running smoothly
- Flex to support the back-of-house/Hospitality Agent team on a day-to-day basis as needs arise through housekeeping quality audits, inventory checks, and minor maintenance and technology issues
- Ensure the maintenance, cleanliness, and organization of both guest-facing and back of house working spaces, including lobbies, office, storage closets, warehouse, and others, as assigned
- Support multiple Sonder properties throughout the local market, as required
- Significant experience using guest/customer communication tools such as Salesforce
- Personable, guest-centric, and positive; you love speaking with others in person and via phone, email, and chat
- Excellent problem-solving skills, with the desire to "get it done" for our guests
- Strong computer literacy and writing skills and comfort switching between multiple desktop and mobile applications
- Organized, hardworking, and detail-oriented
- Thrives in a fast-paced, ever-changing, always challenging startup environment
- Ability to work effectively both in a team environment as well as independently
- 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
- Demonstrated experience working in hotels, restaurants, or other customer-facing hospitality, service, and/or customer experience roles
- Proficiency in languages other than English a plus
- This role requires regular access to a reliable smartphone for work purposes (expense reimbursement available)
We offer attractive employee travel perks for any Sonder location as well as competitive stock, health, and lifestyle benefits. For eligible employees, benefits may include:
- 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)
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.
As part of our commitment to creating a workplace open to all, we have created employee resource groups. These groups aim to foster a diverse, equitable, and inclusive workplace aligned with the communities we serve.
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to.
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