Hospitality Operations Manager

6 days ago

Philadelphia, Pennsylvania, United States Sonder Full time
About Sonder

Sonder is a revolutionary hospitality company that combines innovative technology with inspiring accommodations to create a seamless guest experience. With a presence in over 30 cities across eight countries and three continents, Sonder is making a world of better stays accessible to all.

Job Summary

We are seeking a highly motivated and experienced Hospitality Operations Manager to join our team. As a key member of our city operations team, you will be responsible for developing scalable processes, training, and coaching our Hospitality Agents to deliver an exceptional guest experience. If you are a strong people leader with a passion for hospitality operations, we encourage you to apply.

Key Responsibilities
  • Support Hospitality Agents through training, coaching, and performance feedback to ensure execution of world-class guest experience and team accountability
  • Prioritize, delegate, execute, and support day-to-day tasking to ensure seamless operations and guest satisfaction
  • Guide guests through the Sonder experience, ensuring a positive first impression and exceptional service
  • Communicate cross-functionally clearly and with compassion to drive team performance and guest satisfaction
  • Own and update standard operating procedures to support team execution and continuous improvement
  • Analyze market trends to optimize operations and proactively address potential guest issues
  • Work with City Operations Leadership to identify new opportunities to elevate operations for both guests and the city team
Requirements
  • Minimum 3 years of experience managing direct reports; hospitality experience a plus
  • Proven ability to lead, prioritize, and deliver with a focus on driving team performance through coaching, training, and accountability
  • Strong affinity to people management and 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
  • 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
  • Knowledge of hospitality is a plus
  • Experience in a startup environment preferred
  • Must have a flexible schedule and be able to work nights and weekends as business requires
  • This role requires regular access to a reliable smartphone, reliable transportation, a valid driver's license, and a clean driving record with proof of insurance; with the willingness to travel between properties on a daily basis when working
What We Offer
  • Competitive salary
  • Generous stock option plan
  • Medical, dental, and vision insurance
  • Unlimited 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

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 or other protected classes.

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