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.

The primary responsibilities of the Senior Hospitality Agent will be to expertly delegate and coordinate tasks to Hospitality Agents. Our Senior Hospitality Agents will also be responsible for his/her ability to complete tasks in an efficient manner, problem-solve issues independently and quickly, implement processes, communicate internally and externally, and analyze trends and data.

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:

• 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 and robust feedback to our vendors is relayed in a timely fashion

• 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 reliable transportation and willingness to travel between properties on a daily basis when working. (Reliable transportation includes biking, walking, public transportation, scooter and/or other forms of transit 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.