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Hospitality Operations Leader

2 months ago

Philadelphia, Pennsylvania, United States Sonder Holdings, Inc. Full time

Sonder is dedicated to transforming the hospitality landscape, providing exceptional stays that cater to diverse needs. Each of our properties is uniquely designed, offering a blend of rooms, suites, and apartments. Our innovative mobile application enhances the guest experience, ensuring seamless navigation from check-in to checkout. At Sonder, we believe that improvement is a continuous journey, and together, we can redefine the way people experience hospitality.

We seek an individual who is passionate about hospitality management and thrives on the opportunity to empower, motivate, and lead a team in delivering outstanding guest experiences. Our diverse Sonder locations across the city vary in shape, size, and style, and we take pride in offering a service that mirrors that of a traditional hotel. This is the responsibility you will embrace.

Life at Sonder

We aim to cultivate a workplace where employees can flourish. Our culture influences our decision-making, meeting conduct, communication, and interpersonal relationships. The way we collaborate is crucial to achieving the remarkable narrative we aspire to create. Our Leadership Principles form the cornerstone of our culture, guiding the values and actions of our team members. Discover more about our Culture and Principles through our resources.

We are in search of a candidate who is deeply invested in hospitality operations and is excited about the chance to enhance the capabilities of a team of Hospitality Agents. This role involves developing scalable processes for onboarding, training, and team development, as well as managing various city operations projects. The ideal candidate will be a strong leader, capable of inspiring and motivating a team to provide an exceptional guest experience while supporting city operations. Our diverse Sonder locations are characterized by their unique attributes, and we pride ourselves on delivering a hotel-like service. This is your domain.

KEY RESPONSIBILITIES:

  • Guide and support Hospitality Agents through training, coaching, and performance feedback, focusing on execution excellence.
  • Prioritize, delegate, and oversee daily tasks to ensure a world-class guest experience and team accountability.
  • Facilitate guests' journeys through the Sonder experience, ensuring a remarkable first impression.
  • Communicate effectively and compassionately across functions.
  • Maintain and update standard operating procedures to enhance team performance.
  • Contribute to the design and implementation of continuous improvement projects.
  • Analyze market trends to optimize operations and proactively address potential guest concerns.
  • Collaborate with City Operations Leadership to identify new opportunities for elevating operations for both guests and the city team.
QUALIFICATIONS:
  • At least 3 years of experience managing direct reports; experience in hospitality is a plus.
  • Demonstrated ability to lead, prioritize, and deliver results with a focus on enhancing team performance through coaching and accountability.
  • Strong people management skills, with the ability to lead by example and inspire team engagement.
  • Excellent communication skills, capable of defining clear action steps for team members and effectively delegating tasks.
  • Proactive problem-solving abilities and initiative.
  • Detail-oriented and organized.
  • Adaptability to shifting priorities.
  • Embraces technology for team management and collaboration, motivated to adopt new tools.
  • Strong relationship-building skills.
  • Thrives in a dynamic, fast-paced startup environment.
  • Basic knowledge of spreadsheets, such as Google Suite.
  • Physical ability to lift/carry items up to 40lbs and stand/walk for extended periods.
  • Familiarity with hospitality is advantageous.
  • Experience in a startup environment is preferred.
  • Flexibility in scheduling, including availability for nights and weekends as required.
  • This role necessitates regular access to a reliable smartphone and transportation, with a willingness to travel between properties daily.
BENEFITS

We offer attractive employee travel perks for any Sonder location, along with competitive stock options, health, and lifestyle benefits. Eligible employees may enjoy:
  • Competitive compensation.
  • Generous stock plan.
  • Medical, dental, and vision insurance (where applicable).
  • Flexible vacation policy.
  • Wellness and volunteering days.
  • Annual free credits and discounts for stays in Sonders.
  • Workplace flexibility (for remote-specified positions only) #ABetterWaytoWork.
LEARN MORE ABOUT SONDER
  • Corporate Responsibility & Sustainability.
  • Data Privacy Policy.
  • Blog: Sonder Stories.
EQUAL OPPORTUNITY

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 any other classification protected by applicable law. Our principle of extending hospitality to all underscores our commitment to diversity, ensuring that all employees, guests, partners, and communities feel safe, respected, included, and empowered.

In our effort to create an inclusive workplace, we have established Sonder Circles, employee resource groups designed to foster a diverse and equitable environment aligned with the communities we serve.

If you require reasonable accommodation during the application process, please reach out for assistance.