Senior Front Desk Hospitality Agent

About the Role

Senior Front Desk Hospitality Agent is the face of Sonder and helps ensure memorable stays by delivering exceptional guest service while supporting Front Desk Agents. This role balances front-desk duties with mentoring and coordinating guest interactions across our properties.

What You'll Do

• Be the face of Sonder, creating an exceptional first impression for guests, visitors, and partners at the front desk.
• Guide guests through the technology-rich Sonder experience, engaging with the Sonder app and self-service features.
• Communicate with guests in-person and digitally to anticipate and address needs, ensuring a seamless stay.
• Handle guest interactions with the highest quality of service, owning issues to resolution and accommodating requests when possible.
• Work alongside front desk staff and remote service teams to handle guest interactions with professionalism, taking ownership of issues and ensuring satisfaction without supervision.
• Coordinate work from the front desk by prioritizing and delegating tasks; act as point of contact for escalations when a manager is unavailable; assist with training and mentorship for Front Desk Hospitality Agents.
• Ensure the maintenance, cleanliness, and organization of guest-facing and back-of-house spaces, contributing to a welcoming environment.
• Flexibly support the back-of-house team with daily tasks such as housekeeping quality audits, inventory checks, and minor maintenance/technology issues; support multiple Sonder properties locally as needed.
• Assist market leadership with administrative tasks to keep operations running smoothly and contribute to guest experience improvements.
• In markets where applicable, set up the breakfast buffet and tables, help serve breakfast, and follow HACCP guidelines.

What We're Looking For

• Demonstrated experience in hotels, restaurants, or customer-facing hospitality or customer experience roles; experience using Salesforce.
• Personable, service-minded, and positive; enjoy speaking with guests in-person and through digital channels.
• Excellent problem-solving skills with a proactive approach to addressing guest needs and a "get it done" mindset.
• Strong computer literacy and writing skills; comfortable switching between multiple desktop and mobile applications.
• Organized, hardworking, and detail-oriented; thrives in fast-paced environments and can work independently or in a team.
• Flexible schedule and availability for evenings, weekends, and holidays.
• Ability to remain standing for extended periods and lift/carry up to 50 pounds.
• Proficiency in languages other than English is an asset.

Compensation & Benefits

• Salary not disclosed; benefits not specified.