Hospitality Operations Manager

4 weeks ago

London, Greater London, United Kingdom Sonder Full time
Job Title: Overnight Team Supervisor

Sonder is on a mission to revolutionize hospitality and make a world of better stays open to all. Our unique approach to hospitality involves a bespoke design for each property, offering a mix of rooms, suites, and apartments. To achieve this, we rely on a mobile app that enables guests to navigate their stay effortlessly, from check-in to checkout.

We are seeking a skilled Overnight Team Supervisor to lead our overnight team of hospitality agents across the city. As an Overnight Team Supervisor, you will act as the overnight Manager on-call, ensuring seamless operations throughout the night. Your primary responsibility will be to support and motivate the overnight team, providing the necessary guidance and resources to deliver an exceptional guest experience.

Key Responsibilities:
  1. Lead the overnight team of hospitality agents, acting as the overnight Manager on-call.
  2. Support the team by training, coaching, and providing performance feedback to ensure excellent execution.
  3. Proactively drive H&S standards and improvements, maintaining a safe and healthy work environment.
  4. Collaborate with the Operations Manager to manage overnight team performance, ensuring alignment with company goals.
  5. Prioritize, delegate, execute, and support day-to-day tasking to guarantee a world-class guest experience and team accountability.
  6. Support the Operations Manager in driving night team efficiencies and productivity, ensuring optimal performance.
  7. Guide guests through the Sonder experience, providing a memorable first impression and exceptional service.
  8. Communicate cross-functionally clearly and with compassion, fostering strong relationships with the team and stakeholders.
  9. Own and update standard operating procedures to support team execution, ensuring seamless operations.
  10. Assist in continuous improvement project design and implementation, driving innovation and excellence in hospitality operations.
  11. Analyze market trends to optimize operations, proactively addressing potential guest issues and areas for improvement.
  12. Work with City Operations Leadership to identify new opportunities to elevate operations for both guests and the city team, driving growth and excellence.
Requirements:
  • Previous experience managing direct reports in a hospitality environment.
  • PMS experience.
  • Proven ability to lead, prioritize, and deliver with a focus on driving team performance through coaching, training, and accountability.
  • Experience managing H&S in a hospitality environment.
  • Strong affinity to people management and the ability to effectively lead a team by example, inspiring people to be engaged and proactive.
  • Great communication skills, able to define clear action steps for team members and effectively delegate.
  • Able to manage difficult situations.
  • Ability to take the initiative and problem-solve independently.
  • Detail-oriented and organized.
  • Ability to adapt and flex to shifting priorities.
  • Embraces technology for team management and collaboration and motivated to adopt new and emerging technologies.
  • Strong ability to establish positive relationships with others.
  • Thrives in a fast-paced, ever-changing, always challenging startup environment.
  • Basic spreadsheet knowledge required (e.g., Google suite).
  • Ability to lift/carry items up to 40lbs, and stand/walk for extended periods of time.
  • Experience in a start-up environment preferred.
  • Must have a flexible schedule and be able to work nights and weekends as business requires.
Benefits:
  • 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).

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