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Lead Guest Services Specialist

2 months ago

Denver, Colorado, United States Sonder Full time

Sonder is transforming the hospitality landscape through cutting-edge, technology-driven services and thoughtfully curated accommodations, all seamlessly integrated into one managed experience. Since its inception in 2014 and headquartered in San Francisco, Sonder is dedicated to providing superior stays across a diverse range of options, including rooms, suites, and apartments in over 30 cities across eight countries and three continents. Our innovative app empowers guests by offering self-service features and 24/7 on-the-ground assistance at their fingertips. From effortless self check-in to premium bathroom amenities, we deliver the best of hotel experiences without the associated formalities.

Role Overview: Senior Central Guest Services Specialists are the go-to experts who mentor both new and experienced representatives while also engaging in internal and cross-functional projects. They will collaborate with our implementations team, providing valuable insights on new processes and system modifications, as well as testing these changes prior to team-wide deployment. Additionally, Senior Specialists will interact with guests to keep their skills sharp and ensure they possess comprehensive knowledge of our systems and procedures.

Key Responsibilities:

  • Assist representatives, both seasoned and new, with inquiries.
  • Observe representatives for professional development and coaching.
  • Offer tailored support for new representatives, including mentorship.
  • Oversee the CGS communication channel and assign tasks as necessary.
  • Manage omni-channel operations to ensure optimal representative coverage for SLA performance.
  • Coordinate mass outreach and manage larger projects such as relocations.
  • Create content for the weekly newsletter and collaborate with Learning & Development for distribution.
  • Provide testing support and feedback for new processes and system updates.
  • Work as a representative to stay engaged with the operations and maintain current skills and knowledge.
  • Support special projects as required and collaborate cross-functionally to ensure successful execution.

Qualifications:

  • Minimum of 2 years of post-secondary education or equivalent experience.
  • At least 2 years of experience in reservations or sales (retail, hotel front desk, contact center, etc.).
  • A minimum of 6 months as a Central Guest Services representative.
  • Demonstrated excellence in productivity and quality performance.
  • A highly motivated individual with a passion for coaching and developing team members.
  • Driven by metrics and a commitment to excellence.
  • Intermediate computer skills with a quick learning ability for new platforms; experience with MacOS and Google Suite is advantageous.
  • Ability to work independently in a remote setting.
  • A quiet workspace equipped for dual monitors and keyboard use.

Compensation and Benefits:

Salary: $19.71

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

  • Competitive salary structure.
  • 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 credits and discounts for stays at Sonder properties.
  • A vibrant company culture with a dynamic work environment and a team of intelligent, ambitious, and enjoyable colleagues.

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