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Guest Services Coordinator

2 months ago

Philadelphia, Pennsylvania, United States Sonder Full time

Sonder is transforming the hospitality landscape through cutting-edge, technology-driven services and beautifully curated accommodations, all seamlessly integrated into one cohesive experience. Since our inception in 2014 and with our headquarters in San Francisco, Sonder has opened the door to exceptional stays across a diverse range of options, from rooms to suites and apartments, available in over 30 cities across eight countries and three continents. Our innovative app empowers guests by providing self-service capabilities and 24/7 support, making every aspect of their stay effortless. From straightforward self check-in to unique bathroom amenities, we deliver the essence of a hotel experience without the traditional formalities.

As a Front Desk Hospitality Agent, you will embody the spirit of Sonder, exemplifying our core principle of 'Extend Hospitality to All'. This dynamic role is ideal for individuals who thrive on guest interaction and find joy in creatively addressing challenges. You are meticulous and enjoy engaging with others, assisting your teammates, and fulfilling guest requests throughout the day. If you are prepared for a fast-paced, evolving environment focused on providing outstanding guest experiences, we encourage you to explore this opportunity.

YOUR ROLE AT SONDER:

Be the welcoming face of Sonder, creating a memorable first impression for our guests, visitors, and all internal and external partners.

Guide guests through the technology-enhanced Sonder experience, ensuring they maximize their stay and utilize our tech features effectively.

Deliver friendly and enthusiastic service to all guests, whether in person or through chat, phone, and email, while managing complex guest interactions.

Handle all guest interactions with the utmost level of hospitality, professionalism, accuracy, and timeliness, accommodating special requests whenever feasible; resolve customer complaints; assist customers with inquiries related to services, facility hours, directions, etc.

Support building leadership with any administrative tasks necessary to maintain smooth operations.

Adapt to support the back-of-house/Hospitality Agent team on a daily basis as needs arise, including housekeeping quality audits, inventory checks, and minor maintenance and technology issues.

Ensure the upkeep, cleanliness, and organization of both guest-facing and back-of-house workspaces, including lobbies, offices, storage areas, and more, as assigned.

Provide support across multiple Sonder properties in the local market as required.

WHAT WE SEEK:

Personable, guest-focused, and positive; you enjoy engaging with others in person and through various communication channels.

Proven experience in hotels, restaurants, or other customer-facing hospitality, service, and/or customer experience roles.

Exceptional problem-solving skills, with a commitment to ensuring guest satisfaction.

Strong computer literacy and writing skills, with the ability to navigate multiple desktop and mobile applications.

Organized, diligent, and detail-oriented.

Thrives in a fast-paced, ever-evolving, and challenging startup environment.

Ability to work effectively both in a team setting and independently.

Flexible schedule, willing to work evenings, weekends, and holidays.

Capability to lift/carry items up to 50 pounds and stand/walk for extended periods.

Proficiency in languages other than English is a plus.

This role requires regular access to a reliable smartphone, dependable transportation, and a willingness to travel between properties daily when working.

BENEFITS:

Competitive compensation.

Generous stock option plan.

Medical, dental, and vision insurance.

Paid time off for exempt team members; non-exempt team members accrue paid time off.

Annual free credits and discounts for stays at Sonder properties.

A company with a grand vision, a vibrant work environment, and a team of intelligent, ambitious, and enjoyable colleagues.

DIVERSITY AND INCLUSION:

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected classes.

Qualified individuals must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.