Front Desk Hospitality Agent

23 ore fa

Roma, Lazio, Italia Sonder A tempo pieno
About Sonder

Sonder is a hospitality company that is revolutionizing the way people stay. We offer a unique and personalized experience for our guests, with a focus on delivering exceptional service and creating memorable stays.

The Role

We are seeking a Senior Front Desk Hospitality Agent to join our team. As the face of Sonder, you will be responsible for creating an exceptional first impression on our guests, visitors, and internal and external partners. You will guide guests through our technology-rich experience, ensuring they make the most of their stay by engaging with our app and self-service features.

Key Responsibilities
  • Be the face of Sonder, working collaboratively with team members to create an exceptional first impression on our guests, visitors, and all internal and external partners from the front desk.
  • Guide guests through the technology-rich Sonder experience, ensuring they make the most of their stay by engaging with the Sonder app and self-service features.
  • Communicate with guests in-person and through digital communication systems to anticipate and address their needs, ensuring a seamless and enjoyable experience throughout their stay.
  • Handle all guest interactions with the highest quality of service and professionalism, owning guest issues to resolution and accommodating requests whenever possible.
  • Work alongside front desk staff and our remote service teams to handle all guest interactions with the highest quality of service and professionalism, taking ownership of guest issues and ensuring they are completed to the highest degree of satisfaction without supervision.
  • Coordinate work from the front desk by prioritizing and delegating tasks to completion and act as a point of contact for escalated guest situations when a manager is unavailable; assist with training and mentorship for Front Desk Hospitality Agents.
  • Ensure the maintenance, cleanliness, and organization of both guest-facing and back-of-house working spaces, contributing to a welcoming and efficient environment for both guests and team members.
  • Flexibly support the back-of-house team on a day-to-day basis as needs arise, including housekeeping quality audits, inventory checks, and minor maintenance and technology issues; Support multiple Sonder properties throughout the local market, as required.
  • Assist market leadership with administrative tasks to keep all operations running smoothly and contribute to continuous improvement in the guest experience.
Requirements
  • Demonstrated experience working in hotels, restaurants, or customer-facing hospitality, service, and/or customer experience roles; demonstrated experience using customer communication software such as Salesforce.
  • Personable, service-minded, and positive; you love speaking with guests in-person and through digital support channels.
  • Excellent problem-solving skills, with a proactive approach to addressing guest needs and a desire to "get it done" for our guests.
  • Strong computer literacy and writing skills, and comfortable switching between multiple desktop and mobile applications.
  • Organized, hardworking, and detail-oriented; someone who thrives in a fast-paced environment with an ability to work effectively both independently and in a team.
  • Flexible schedule and open to working evenings, weekends, and holidays.
  • Ability to remain standing for extended periods of time and lift and/or carry items weighing up to 50 pounds.
  • Proficiency in languages other than English is an asset.
  • This role requires regular access to a reliable smartphone for work purposes (expense reimbursement available).
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)
About Us

Sonder is an equal-opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other classification protected by applicable state, federal or local law.

We are committed to creating a workplace open to all, where employees can thrive. Our culture shapes how we make decisions, how we conduct meetings, how we communicate, and how we treat each other. It's the coordinated way in which we work that gives us a shot at achieving the epic tale we hope to be part of.

We have created employee resource groups to foster a diverse, equitable, and inclusive workplace aligned with the communities we serve.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to.

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