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Guest Services Representative

2 months ago

Glasgow, Glasgow City, United Kingdom Sonder Full time

About Sonder

Sonder is dedicated to transforming the hospitality landscape, ensuring exceptional stays for all guests. Each of our properties is uniquely designed, offering a blend of rooms, suites, and apartments tailored to diverse preferences. Our mobile application enhances the guest experience, allowing seamless navigation from check-in to checkout, with all necessary services just a tap away. We believe in continuous improvement, and together, we can redefine the way people experience hospitality.

Role Overview

We seek an individual passionate about hospitality operations, someone who thrives on the opportunity to lead, motivate, and inspire a team to deliver outstanding guest experiences. Our properties vary in size, style, and age, yet we consistently provide a hotel-like service that sets us apart.

Life at Sonder

We aim to cultivate a workplace where our employees can flourish. Our culture influences our decision-making, communication, and interpersonal relationships. The way we collaborate is crucial to achieving our ambitious goals. Our Leadership Principles are integral to our culture, guiding the values and actions of our team members. Discover more about our Culture and Principles.

Key Responsibilities

  • Serve as the welcoming face of Sonder, creating a positive first impression for guests and partners.
  • Assist guests in navigating the technology-driven Sonder experience, ensuring they maximize their stay.
  • Provide cheerful and attentive service to guests through various communication channels, including in-person interactions, chat, phone, and email.
  • Utilize digital communication tools to manage guest inquiries and provide prompt assistance from the Front Desk.
  • Handle all guest interactions with the utmost professionalism, accuracy, and hospitality, addressing special requests and resolving complaints effectively.
  • Support building leadership with administrative tasks to ensure smooth operations.
  • Flexibly assist the back-of-house team as needed, including quality audits and minor maintenance tasks.
  • Maintain cleanliness and organization in guest-facing and back-of-house areas, including lobbies and storage spaces.
  • Share knowledge with team members through coaching and job shadowing.
  • Provide support across multiple Sonder properties in the local area as required.

Qualifications

  • Personable and guest-focused, with a passion for engaging with others.
  • Strong problem-solving abilities and a commitment to meeting guest needs.
  • Proficient in computer skills and comfortable using various applications.
  • Detail-oriented, organized, and hardworking.
  • Adaptable to a fast-paced and dynamic work environment.
  • Capable of working both independently and collaboratively within a team.
  • Willingness to work flexible hours, including evenings and weekends.
  • Ability to lift and carry items up to 50 pounds and remain on your feet for extended periods.
  • Previous experience in hospitality or customer service roles is preferred.
  • Proficiency in additional languages is a plus.

Benefits

We offer competitive compensation and attractive employee travel perks at any Sonder location, along with a comprehensive benefits package that may include:

  • Generous stock options.
  • Medical, dental, and vision insurance.
  • Flexible vacation policies.
  • Wellness and volunteering days.
  • Annual credits and discounts for stays at Sonder properties.
  • Workplace flexibility for remote positions.

Diversity and Inclusion

We are an equal-opportunity employer, committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other classification protected by law. Our Leadership Principles emphasize the importance of diversity, ensuring that all employees, guests, and partners feel safe, respected, and empowered.

We have established employee resource groups to promote a diverse and equitable workplace aligned with the communities we serve.

Accommodation

If you require reasonable accommodation during the application or interview process, please reach out for assistance.