Front Desk Hospitality Representative

4 weeks ago

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

Sonder is a revolutionary hospitality company that combines innovative technology with inspiring, thoughtfully designed accommodations to create a seamless guest experience. With a presence in 40+ cities across 10 countries and three continents, Sonder is making a world of better stays accessible to all.

Job Title: Front Desk Hospitality Agent

We are seeking a highly personable and guest-centric Front Desk Hospitality Agent to join our team. As the face of Sonder, you will be responsible for delivering exceptional guest experiences, ensuring seamless check-ins, and providing top-notch support throughout their stay.

Key Responsibilities:
  • Be the face of Sonder, making an awesome first impression on our guests, visitors, and internal/external partners.
  • Guide guests through the Sonder experience, ensuring they make the most of their stay and utilize our tech features.
  • Provide friendly, upbeat service to guests via in-person, chat, phone, and email, including managing complex guest interactions.
  • Utilize digital communication systems to receive guest calls, SMS, and live chats, offering immediate support from the Front Desk.
  • Handle guest interactions with the highest level of hospitality and professionalism, accuracy, and timeliness, accommodating special requests and resolving customer complaints.
  • Assist building leadership with administrative tasks to keep operations running smoothly.
  • Flex to support the back-of-house/Hospitality Agent team on a day-to-day basis, including housekeeping quality audits, inventory checks, and minor maintenance and technology issues.
  • Ensure the maintenance, cleanliness, and organization of guest-facing and back-of-house working spaces.
  • Share knowledge with 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 who loves interacting with others.
  • Excellent problem-solving skills, with 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.
  • Able to thrive in a fast-paced, ever-changing, and challenging startup environment.
  • Ability to work effectively in a team environment and 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.
  • 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.
Benefits:
  • Competitive compensation.
  • Generous stock plan.
  • Medical, dental, and vision insurance (where applicable).
  • Flexible vacation.
  • Annual free credits and discounts to stay in Sonder.
  • 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).

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