Hotel Shift Lead / Front of House Shift Lead

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. To be better is a never-ending pursuit and revolutions don’t happen overnight. But, together, we can forever change the way people stay, for the better.

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. Our Sonder locations are distributed across a city in different shapes, sizes, ages, and styles, and we pride ourselves on offering a hotel-like service. That’s what you’ll own.

Life at Sonder
We aspire to build a workplace where employees can thrive. Our culture shapes how we make decisions, how we conduct meetings, how we communicate, and how we treat each other. It’s the coordinated way in which we work that gives us a shot at achieving the epic tale we hope to be part of. Our Leadership Principles are a foundational part of our culture and they play a vital role in guiding the values and actions of our team members. Each of these principles is at the heart of what we do. Check out this article
to find out more about our Culture and Principles.

Our Senior Front Desk Hospitality Agents / Front of House Shift Leads are the face of Sonder and live our leadership principle “Extend Hospitality to All.” This versatile role is perfect for anyone who loves interacting with guests, creatively solving problems, and is committed to delivering exceptional guest service. At Sonder, we believe that guest satisfaction is paramount, and our Senior Front Desk Hospitality Agents play a crucial role in delivering memorable stays for our guests. This role will focus heavily on supporting our Front Desk Hospitality Agents while simultaneously working at the front desk. If you’re ready for an evolving and fast-paced environment that is focused on delivering amazing guest experiences, we’d love to hear from you!

The Opportunity:

• Be the face of Sonder, working collaboratively with team members to create an exceptional first impression on our guests, visitors, and all internal and external partners from the front desk.

• Guide guests through the technology-rich Sonder experience, ensuring they make the most of their stay by engaging with the Sonder app and self-service features.

• Communicate with guests in-person and through digital communication systems to anticipate and address their needs, ensuring a seamless and enjoyable experience throughout their stay.

• Handle all guest interactions with the highest quality of service and professionalism, owning guest issues to resolution and accommodating requests whenever possible.

• Work alongside front desk staff and our remote service teams to handle all guest interactions with the highest quality of service and professionalism, taking ownership of guest issues and ensuring they are completed to the highest degree of satisfaction without supervision.

• Coordinate work from the front desk by prioritizing and delegating tasks to completion and act as a point of contact for escalated guest situations when a manager is unavailable; assist with training and mentorship for Front Desk Hospitality Agents.

• Ensure the maintenance, cleanliness, and organization of both guest-facing and back-of-house working spaces, contributing to a welcoming and efficient environment for both guests and team members.

• Flexibly support the back-of-house team on a day-to-day basis as needs arise, including housekeeping quality audits, inventory checks, and minor maintenance and technology issues; Support multiple Sonder properties throughout the local market, as required

• Assist market leadership with administrative tasks to keep all operations running smoothly and contribute to continuous improvement in the guest experience.

Who We Look For:

• Demonstrated experience working in hotels, restaurants, or customer-facing hospitality, service, and/or customer experience roles; demonstrated experience using customer communication software such as Salesforce.

• Personable, service-minded, and positive; you love speaking with guests in-person and through digital support channels.

• Excellent problem-solving skills, with a proactive approach to addressing guest needs and a desire to “get it done” for our guests.

• Strong computer literacy and writing skills, and comfortable switching between multiple desktop and mobile applications.

• Organized, hardworking, and detail-oriented; someone who thrives in a fast-paced environment with an ability to work effectively both independently and in a team.

• Flexible schedule and open to working evenings, weekends, and holidays.

• Ability to remain standing for extended periods of time and lift and/or carry items weighing up to 50 pounds.

• Proficiency in languages other than English is an asset. (Italian essential)

• This role requires regular access to a reliable smartphone for work purposes (expense reimbursement available).

• This role requires reliable transportation and willingness to travel between properties on a daily basis when working. (Reliable transportation includes biking, walking, public transportation, and/or other forms of transportation that provide reasonable work associated transit times between locations).

Benefits
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) #ABetterWaytoWork

Learn More About Sonder

• Corporate Responsibility & Sustainability

• Data Privacy Policy

• Blog: Sonder Stories

• Instagram: @sonderstays

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. Extend Hospitality To All is one of Sonder’s Leadership Principles. Living up to that principle means fully embracing diversity: ensuring that all of our employees, guests, partners, and communities feel safe, respected, included, cared for, and empowered.

As part of our commitment to creating a workplace open to all, we have created Sonder Circles, also known as employee resource groups. These groups aim to foster a diverse, equitable, and inclusive workplace aligned with the communities they 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 recruiting@sonder.com
.

Job Type: Full-time