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Front Desk Hospitality Representative

1 month ago

Glasgow, Glasgow City, United Kingdom Sonder Full time

Sonder is a hospitality company that's revolutionizing the way people stay. We're looking for a Front Desk Hospitality Agent to join our team and help us deliver an amazing guest experience.

This role is perfect for someone who loves interacting with guests, solving problems, and working in a fast-paced environment. As a Front Desk Hospitality Agent, you'll be the face of Sonder and will be responsible for providing friendly, upbeat service to all of our guests.

Key Responsibilities:

  • Be the face of Sonder and make 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.
  • 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.
  • 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.
  • 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:

  • 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.
  • Previous experience working in hotels, restaurants, or other customer-facing hospitality, service, and/or customer experience roles.
  • Proficiency in languages other than English a plus.

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).