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Hospitality Operations Leader

2 months ago

Philadelphia, Pennsylvania, United States Sonder Full time

Sonder is transforming the hospitality landscape by merging cutting-edge technology with thoughtfully curated accommodations, delivering a seamless experience for our guests. Since our inception in 2014 and with our headquarters in San Francisco, we have expanded our offerings to include a diverse range of lodging options, from cozy rooms to spacious apartments, across over 30 cities in eight countries and three continents. Our innovative app empowers guests with self-service features and 24/7 support, ensuring a hassle-free stay that combines the comforts of home with the amenities of a hotel.

As we continue to grow, we are seeking a dynamic individual who is passionate about hospitality operations and excited to unlock the potential of our team of Hospitality Agents. This role involves creating scalable processes for onboarding, training, and developing our team, as well as managing various operational projects. The ideal candidate will be a strong leader who can inspire and motivate their team to provide an exceptional guest experience while supporting city operations. Our diverse locations offer unique challenges and opportunities, and we pride ourselves on delivering a hotel-like service that sets us apart.

YOUR ROLE AT SONDER:

• Mentor and guide Hospitality Agents through training, coaching, and performance evaluations to enhance execution.

• Prioritize and delegate daily tasks to ensure a world-class guest experience and uphold team accountability.

• Facilitate an outstanding first impression for guests as they navigate the Sonder experience.

• Communicate effectively and compassionately across departments.

• Develop and refine standard operating procedures to enhance team performance.

• Participate in the design and implementation of continuous improvement projects.

• Analyze market trends to optimize operations and proactively address guest concerns.

• Collaborate with City Operations Leadership to identify opportunities for operational enhancement for both guests and the team.

WHAT WE SEEK:

• A minimum of 3 years of experience in managing teams, preferably in hospitality.

• Demonstrated ability to lead, prioritize, and deliver results while fostering team performance through coaching and accountability.

• A strong affinity for people management, capable of leading by example and inspiring engagement.

• Excellent communication skills, with the ability to articulate clear action steps and delegate effectively.

• Proactive problem-solving skills and the ability to work independently.

• Detail-oriented and organized, with the ability to adapt to changing priorities.

• Embraces technology for team management and collaboration, with a willingness to adopt new tools.

• Strong relationship-building skills.

• Thrives in a fast-paced, dynamic startup environment.

• Basic proficiency in spreadsheet applications, such as Google Suite.

• Ability to lift and carry items up to 40lbs and stand or walk for extended periods.

• Familiarity with hospitality practices is advantageous.

• Experience in a startup setting is preferred.

• Flexibility to work nights and weekends as needed.

• Access to reliable transportation and a valid driver's license is required, with the ability to travel between properties as necessary.

We offer a comprehensive benefits package designed to support your well-being, including:

• Competitive salary.

• Generous stock option plan.

• Medical, dental, and vision insurance.

• Unlimited vacation policy.

• Annual credits and discounts for stays at Sonder properties.

• A vibrant company culture with a clear vision, a dynamic work environment, and a team of intelligent, ambitious, and enjoyable colleagues.

We are committed to diversity and inclusion and are proud to be an equal opportunity employer.