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Customer Experience Ambassador

1 month ago

Glasgow, Glasgow City, United Kingdom Sonder Full time
About Sonder

Sonder is revolutionizing the hospitality industry by combining innovative, tech-powered services with thoughtfully designed accommodations. Launched in 2014, Sonder has made a significant impact in over 40 cities across 10 countries and three continents.

Our cutting-edge app empowers guests to take control of their experience, with self-service features and 24/7 on-the-ground support available at their fingertips. From seamless check-in to luxurious bathroom amenities, we bring the best of hotels without the formality.

Job Title: Customer Experience Ambassador

This role is perfect for individuals who thrive in fast-paced environments and are passionate about delivering exceptional guest experiences. As a Customer Experience Ambassador, you will be the face of Sonder, ensuring that every interaction with our guests, visitors, and partners is memorable and positive.

Responsibilities:
  • Provide personalized assistance to guests, including managing complex interactions and resolving issues efficiently.
  • Greet guests warmly and make them feel welcome, setting the tone for an exceptional stay.
  • Utilize our digital communication systems to receive and respond to guest calls, SMS, and live chats, offering timely support from the Front Desk.
  • Handle all guest interactions with the highest level of professionalism, accuracy, and timeliness, accommodating special requests whenever possible.
  • Assist building leadership with administrative tasks, ensuring seamless operations.
  • Flex to support the back-of-house team as needed, participating in quality audits, inventory checks, and minor maintenance.
  • Ensure the maintenance, cleanliness, and organization of both guest-facing and back-of-house spaces.
  • Share knowledge with team members through job shadowing, coaching, and other responsibilities as requested.
Requirements:
  • A personable and guest-centric individual with excellent problem-solving skills and a desire to 'get it done' for our guests.
  • Strong computer literacy and writing skills, with comfort switching between multiple desktop and mobile applications.
  • Organized, hardworking, and detail-oriented, with the ability to work effectively in a team environment and independently.
  • A flexible schedule and willingness to work evenings, weekends, and holidays.
  • Ability to lift/carry items up to 50 pounds and stand/walk for extended periods.
  • Previous experience working in hotels, restaurants, or customer-facing roles.
Estimated Salary: $45,000 - $60,000 per yearBenefits:
  • Competitive compensation package.
  • Generous stock plan.
  • Medical, dental, and vision insurance.
  • Flexible vacation time.
  • Annual free credits and discounts to stay in Sonder properties.
  • A dynamic work environment and a team of smart, ambitious, and fun-to-work-with colleagues.