Overnight Guest Service Agent

4 weeks ago

Los Angeles, United States Sonder Full time

Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in 2014 and headquartered in San Francisco, Sonder is making a world of better stays open to all with a variety of accommodation options from rooms to suites and apartments found in more than 30 cities spanning eight countries and three continents. Sonders innovative app empowers guests by making self-service features and 24/7 on-the-ground support just a tap away. From simple self check-in to boutique bathroom amenities, we bring the best of a hotel without any of the formality.

Our Overnight Hospitality Agents are the face of Sonder and our boots on the ground throughout the city. This is one of the most versatile roles at the company and perfect for anyone who enjoys being on the go and finds fulfillment in serving our guests. You are a detail-oriented individual who thrives in problem-solving guest issues and satisfying guest requests during evening and overnight hours. If youre ready for an evolving and fast-paced environment that is focused on delivering amazing guest experiences, wed love to hear from you

**Note:** This role requires the employee to be willing and able to work an overnight shift up to five days a week for full-time roles and two to three days a week if part-time. Overnight shifts can range in start and end time based of scheduling requirement. A shift differential is paid for this role.

**AT SONDER YOU WILL:**

* Independently respond to guest requests, issues and other outreach during evening and overnight hours using the Sonder service principles

* Work with our remote central guest services team, taking ownership of issues and ensuring they are resolved to the highest degree without supervision

* Guide guests through the Sonder experience as needed, ensuring they have an amazing first impression

* Advanced use of all Sonder market operations software platforms (Sonder Admin, Asana, Dispatch, Slack, etc.)

* Manage and report on daily hand-off of critical issues and priorities to incoming Hospitality Agents and Operations leadership as needed

* Patrol and monitor active Sonder buildings, through on property inspections and through security monitoring systems, to ensure Sonder guests are safe and the properties are in good working order

* Troubleshoot minor maintenance and technology issues (e.g., upholstery stain removal, light bulb replacements, access to units, wifi connectivity or overseeing contractor appointments)

* Perform housekeeping quality audits and inventory checks in our units to ensure that hospitality standards are met consistently and robust feedback to our vendors is relayed in a timely fashion

* Assist with inventory duties such as preparing housekeeping kits, receiving deliveries, supplies and inventory distribution and tracking linen/consumables use as required

* Maintenance and organization of working spaces including office, storage closets, warehouse, etc., as assigned

* Travel to multiple Sonder properties throughout the local market, as required

**WHAT WE LOOK FOR:**

* 2+ years experience working in hotels, security or previous law enforcement

* Flexible schedule and is able to work evenings, overnight shifts and weekends regularly

* Guest-centric and positive mindset

* Self-starter who is comfortable working independently with minimal supervision

* Comfort with ambiguity and rapidly shifting priorities

* Comfort in independent problem solving

* Thrives in a fast paced, ever-changing, always challenging startup environment

* Organized, hard working, and detail-oriented

* Calm demeanor even when managing stressful situations

* Ability to lift/carry items and stand/walk for extended periods of time

* This position requires a smartphone and a car in select markets with valid Drivers License, clean driving record, and proof of insurance

**WHAT WE OFFER:**

* Competitive hourly pay with growth opportunities

* Health Insurance for full-time employees

* Stock options for full-time employees; this is an opportunity to be an owner of a rapidly growing tech-hospitality start-up

* Comprehensive training and career development (learn about every aspect of the hospitality industry)

* A high-energy, start-up environment with smart, positive coworkers

We are an equal opportunity employer and value 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, or disability status.

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