وصف الوظيفة
Role Overview
Hospitality Supervisor at Sonder, a global hospitality brand offering premium, design-forward apartments and intimate boutique hotels. This role is based in a city location across Sonder's distributed properties.
Company Overview
Sonder (NASDAQ: SOND) is a leading global hospitality brand founded in 2014, combining thoughtfully designed spaces with seamless, tech-enabled service. Properties are located in 40+ markets across nine countries and three continents. In 2024, Sonder announced a strategic partnership with Marriott International, integrating Sonder properties into Marriott.com and the Marriott Bonvoy app. The organization blends the agility of a tech company with the standards of a global hospitality brand, focused on delivering amazing experiences for the modern traveler while driving smart, sustainable growth.
Role Purpose
To maximize the potential of a team of Hospitality Agents by developing scalable processes for city onboarding, training, and team development, while owning city operations projects and supporting the delivery of an amazing Sonder guest experience across distributed, diverse properties.
Key Responsibilities
Team Leadership & Development
- Support Hospitality Agents through training, coaching, and performance feedback with an eye towards execution.
- Lead, prioritize, delegate, and execute day-to-day tasking to ensure world-class guest experience and team accountability.
- Guide guests through the Sonder experience, ensuring they have an amazing first impression.
- Develop scalable processes related to how a city onboards, trains, and develops their team.
Operations & Process Management
- Own and update standard operating procedures to support team execution.
- Prioritize day-to-day operations to support team execution and guest experience.
- Analyze market trends to optimize operations and proactively address potential guest issues.
Cross-Functional Collaboration & Improvement
- Communicate cross-functionally with clarity and compassion.
- Assist in continuous improvement project design and implementation.
- Work with City Operations Leadership to identify new opportunities to elevate operations for both guests and the city team.
Qualifications & Experience
- Minimum 3 years of experience managing direct reports.
- Hospitality experience is a plus.
- Experience in a start-up environment preferred.
Skills & Competencies
- Proven ability to lead, prioritize, and deliver with a focus on driving team performance through coaching, training, and accountability.
- Strong affinity to people management and ability to effectively lead a team by example, inspiring people to be engaged and proactive.
- Great communication skills; able to define clear action steps for team members and effectively delegate.
- Ability to take initiative and problem-solve independently.
- Detail-oriented and organized.
- Ability to adapt and flex to shifting priorities.
- Embrace technology for team management and collaboration; motivated to adopt new and emerging technologies.
- Strong ability to establish positive relationships with others.
- Basic spreadsheet knowledge required, including Google Suite.
- Thrive in a fast-paced, ever-changing, always challenging startup environment.
Additional Information
- Must have a flexible schedule and be able to work nights and weekends as business requires.
- Ability to lift and carry items up to 40 lbs and stand or walk for extended periods of time.
- Regular access to a reliable smartphone required.
- Reliable transportation required, with willingness to travel between properties on a daily basis when working. Reliable transportation includes biking, walking, public transportation, scooter, and other forms of transit providing reasonable work-associated transit times between locations.
- Competitive compensation.
- Medical, dental, and vision insurance (where applicable).
- Flexible vacation.
- Wellness and volunteering days.
- Annual free credits and discounts to stay in Sonder properties.
- Workplace flexibility for remote-specified positions only.
- Employee travel perks available for any Sonder location.
Sonder is an equal-opportunity employer and values diversity. The company does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other classification protected by applicable state, federal, or local law. Sonder has created employee resource groups called Sonder Circles to foster a diverse, equitable, and inclusive workplace.