Hospitality Operations Manager
2 days ago
About Sonder
Sonder is a pioneering hospitality company that is revolutionizing the industry through innovative, tech-powered service and inspiring, thoughtfully designed accommodations. With a strong presence in over 30 cities across eight countries and three continents, Sonder is committed to making a world of better stays open to all.
Our Mission
We strive to deliver an exceptional guest experience by providing a seamless, hotel-like service that is tailored to the needs of our guests. Our team of Hospitality Agents is the backbone of our operations, and we are seeking a skilled and experienced leader to join our team as a Hospitality Operations Manager.
Key Responsibilities
- Support Hospitality Agents by providing training, coaching, and performance feedback to ensure they have the skills and knowledge needed to deliver an exceptional guest experience.
- Prioritize, delegate, execute, and support day-to-day tasking to ensure world-class guest experience and team accountability.
- Guide guests through the Sonder experience, ensuring they have an amazing first impression and a memorable stay.
- Communicate cross-functionally clearly and with compassion to ensure seamless operations and exceptional guest satisfaction.
- Own and update standard operating procedures to support team execution and continuous improvement.
- Assist in continuous improvement project design and implementation to drive operational excellence and guest satisfaction.
- 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 our guests and the city team.
Requirements
- Minimum 3 years of experience managing direct reports in a hospitality or related industry.
- 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 able 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.
What We Offer
- Competitive compensation.
- Generous stock option plan.
- Medical, dental, and vision insurance.
- Exempt team members have paid time off. Non-exempt team members accrue paid time off.
- 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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