Sr. Front Desk Hospitality Agent

About the Role The Senior Front Desk Hospitality Agent is a customer-facing role that represents Sonder and helps create memorable guest experiences both at the front desk and in support of Front Desk Hospitality Agents. The position blends guest service excellence with operational support to ensure smooth check-ins, proactive problem-solving, and a welcoming environment. What You'll Do

• Be the face of Sonder, welcoming guests and guiding them through the Sonder experience, including the app and self-service features.
• Communicate with guests in-person and via digital channels to anticipate needs and ensure a seamless stay.
• Handle guest interactions with the highest level of service, owning issues to resolution and accommodating requests where possible.
• Collaborate with front desk staff and remote service teams to manage guest interactions and escalate issues when necessary; assist with training and mentorship for Front Desk Hospitality Agents.
• Prioritize and delegate tasks at the front desk, act as a point of contact for escalated situations when a manager is unavailable, and support market leadership with administrative tasks.
• Maintain the maintenance, cleanliness, and organization of guest-facing and back-of-house spaces to create a welcoming environment.
• Flexibly support back-of-house tasks such as housekeeping quality audits, inventory checks, and minor maintenance/tech issues; support multiple Sonder properties in the local market.
• In applicable markets, set up breakfast buffet tables, assist with service, and adhere to HACCP standards. What We're Looking For
• Experience in hotels, restaurants, or customer-facing hospitality/service roles; experience using Salesforce or similar customer communication tools.
• Personable, service-minded, and positive with a passion for guest interaction across in-person and digital channels.
• Strong problem-solving abilities and a proactive attitude toward guest needs.
• Excellent computer literacy and writing skills; comfortable switching between multiple desktop and mobile apps.
• Organized, detail-oriented, and able to work effectively in fast-paced environments both independently and as part of a team.
• Flexible schedule; available for evenings, weekends, and holidays.
• Ability to stand for extended periods and lift/carry items up to 50 pounds. Nice to Have
• Proficiency in languages other than English is an asset. Compensation & Benefits
• Not disclosed in the posting.