Front Desk Hospitality Agent

Sonder • New York City, NY

1d

About The Position

Sonder (NASDAQ: SOND) is a leading global hospitality brand, offering premium, design-forward apartments and intimate boutique hotels for the modern, savvy traveler. Founded in 2014, Sonder combines thoughtfully designed spaces with seamless, tech-enabled service — all delivered through a single, beautifully integrated experience. Our properties are located in the world’s most sought-after neighborhoods, spanning 40+ markets across nine countries and three continents. Through the Sonder app, guests enjoy full control over their stay — from self check-in to 24/7 support — making every detail of travel easier, more flexible, and more inspiring. In 2024, we announced a strategic partnership with Marriott International, bringing Sonder properties to Marriott.com and the Marriott Bonvoy app. This integration connects our inventory and front of house and back of house systems with the world’s largest travel loyalty platform — unlocking exciting new possibilities for our guests and employees. Sonder is focused on delivering amazing experiences for the modern traveler while driving smart, sustainable growth. Our team blends the agility of a tech company with the standards of a global hospitality brand — and we’re building something that’s reshaping the future of travel. Life At Sonder We aspire to build a workplace where employees can thrive. Our culture shapes how we make decisions, how we conduct meetings, how we communicate, and how we treat each other. It’s the coordinated way in which we work that gives us a shot at achieving the epic tale we hope to be part of. Our Leadership Principles are a foundational part of our culture and they play a vital role in guiding the values and actions of our team members. Each of these principles is at the heart of what we do. Check out this article to find out more about our Culture and Principles. Our Front Desk Hospitality Agents are the face of Sonder and who live our leadership principle of 'Extend Hospitality to All'. This is one of the most versatile roles at the company and perfect for anyone who loves interacting with guests and finds fulfillment in creatively solving problems. You are a detail-oriented individual who thrives on interacting with others, supporting your fellow team members, and satisfying guest requests throughout the day. If you’re ready for an evolving and fast-paced environment that is focused on delivering amazing guest experiences, we’d love to hear from you!

Requirements

• Personable, guest-centric, and positive; you love speaking with others in person and via phone, email, and chat
• Demonstrated experience working in hotels, restaurants, or other customer-facing hospitality, service, and/or customer experience roles
• Excellent problem solving skills, with the desire to “get it done” for our guests
• Strong computer literacy and writing skills and comfort switching between multiple desktop and mobile applications
• Organized, hardworking, and detail-oriented
• Thrives in a fast paced, ever-changing, always challenging startup environment
• Ability to work effectively both in a team environment as well as independently
• Flexible schedule and open to working evenings, weekends and holidays
• Ability to lift/carry items up to 50 pounds and stand/walk for extended periods of time
• This role requires regular access to a reliable smartphone for work purposes. (Expense reimbursement available)

Nice To Haves

• Proficiency in languages other than English a plus

Responsibilities

• Be the face of Sonder, and make an awesome first impression on our guests, visitors, and all internal and external partners.
• Guide guests through the technology-rich Sonder experience, ensuring they are able to make the most out of their stay and use our tech features
• Utilize our digital communication systems to receive guest calls, SMS and live chats, and offer immediate support from the Front Desk
• Handle all guest interactions with the highest level of hospitality and professionalism, accuracy and timeliness, accommodating special requests whenever possible; resolve customer complaints; assist customers in all inquiries in connection with services, facility, hours of operations, directions, etc.
• Assist building leadership with any administrative tasks required to keep all operations running smoothly
• Flex to support the back-of-house/Hospitality Agent team on a day-to-day basis as needs arise through housekeeping quality audits, inventory checks, and minor maintenance and technology issues
• Ensure the maintenance, cleanliness, and organization of both guest-facing and back of house working spaces including lobbies, office, storage closets, warehouse and others, as assigned
• Support multiple Sonder properties throughout the local market, as required

Benefits

• We offer attractive employee travel perks for any Sonder location as well as health and lifestyle benefits.
• For eligible employees, benefits may include:
• Competitive compensation
• Medical, dental and vision insurance (where applicable)
• Flexible vacation
• Wellness and volunteering days
• Annual free credits and discounts to stay in Sonders
• Workplace flexibility (for remote-specified positions only)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees