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Guest Experience Specialist

2 months ago

Glasgow, Glasgow City, United Kingdom Sonder Full time

Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. We are making a world of better stays open to all with a variety of accommodation options — from rooms to suites and apartments — found in numerous cities spanning multiple continents.

Our Guest Experience Specialists are the face of Sonder and embody our leadership principle of 'Extend Hospitality to All'. This is one of the most versatile roles at the company and perfect for anyone who loves interacting with guests and finds fulfillment in creatively solving problems. You are a detail-oriented individual who thrives on interacting with others, supporting your fellow team members, and satisfying guest requests throughout the day.

At Sonder, you will:

  • Be the welcoming face of Sonder, making an excellent 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 utilize our tech features.
  • Provide friendly, upbeat service to all of our guests both in person and via chat, phone, and email, including managing complex guest interactions.
  • Utilize our digital communication systems to receive guest calls, SMS, and live chats, and offer immediate support from the Front Desk.
  • Handle all guest interactions with the highest level of hospitality and professionalism, accuracy, and timeliness, accommodating special requests whenever possible; resolve customer complaints; assist customers in all inquiries in connection with services, facility hours of operations, directions, etc.
  • Assist building leadership with any administrative tasks required to keep all operations running smoothly.
  • Be flexible and 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.
  • Share your knowledge with other team members, including job shadowing, coaching, and other responsibilities as requested.
  • Support multiple Sonder properties throughout the local market, as required.

What we look for:

  • A personable, guest-centric, and positive individual; you love speaking with others in person and via phone, chat, and email.
  • Strong problem-solving skills and a proactive approach to guest service.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • A passion for hospitality and providing exceptional guest experiences.