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Front Desk Hospitality Agent

1 month ago

Glasgow, Glasgow City, United Kingdom Sonder Full time

Sonder is a hospitality company that is revolutionizing the way people experience travel. As a Front Desk Hospitality Agent, you will be the face of Sonder, making an awesome first impression on our guests, visitors, and all internal and external partners.

Our ideal candidate is a personable, guest-centric, and positive individual who loves speaking with others in person and via phone, email, and chat. You will be responsible for guiding guests through the technology-rich Sonder experience, ensuring they are able to make the most out of their stay and use our tech features.

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.
  • This role requires regular access to a reliable smartphone, reliable transportation and a willingness to travel between Sonder properties in your city on a regular or daily basis (depending on your role).

We also have great benefits to make your life easier so you can focus on what you're best at:

  • Competitive compensation
  • Generous stock plan
  • Medical, dental and vision insurance (where applicable)
  • Flexible vacation
  • Annual free credits and discounts to stay in Sonders
  • A company with a huge vision, a dynamic work environment, and a team of smart, ambitious and fun to work-with colleagues
  • Workplace flexibility (for remote-specified positions only)