Senior Front Desk & Guest Experience Lead

Sonder Italy S.r.l.; Milano; On-site; EUR 24,000 - 32,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental and vision insurance

Flexible vacation

Job summary

Sonder is seeking Senior Front Desk Hospitality Agents for the Milano area. The role focuses on delivering exceptional guest service, guiding guests through a tech-enabled experience, and coordinating with on-site and remote teams to resolve issues promptly.

The position requires strong hospitality experience, problem-solving skills, and the ability to work flexible hours, including evenings and weekends. A customer-service mindset and proficiency with Salesforce are valued.

Qualifications

• Experience in hotels, restaurants, or customer-facing hospitality roles; familiarity with Salesforce.
• Personable, service-minded, and positive; enjoy speaking with guests in-person and via digital channels.
• Excellent problem-solving skills with a proactive approach to guest needs.
• Strong computer literacy and writing skills; comfortable switching between multiple desktop and mobile apps.
• Organized, hardworking, and detail-oriented; thrive in a fast-paced environment.
• Flexible schedule and willingness to work evenings, weekends, and holidays.
• Ability to stand for extended periods and lift up to 50 pounds.
• Proficiency in languages other than English is a plus.
• Regular access to a reliable smartphone for work (reimbursement available).
• Reliable transportation and daily travel between properties.

Responsibilities

• Be the face of Sonder, collaborating with team members to create an exceptional first impression for guests and partners.
• Guide guests through the Sonder experience and encourage use of the app and self-service features.
• Communicate with guests in-person and digitally to anticipate and address needs for a seamless stay.
• Handle guest interactions with high quality service, owning issues to resolution.
• Coordinate with front desk staff and remote service teams, delegate tasks, and mentor new agents.
• Ensure maintenance, cleanliness, and organization of guest-facing and back-of-house spaces.

Skills

Salesforce

Customer service

Problem-solving

Computer literacy

Time management

Teamwork

Flexible schedule

Multilingual

Job description

Sonder is seeking Senior Front Desk Hospitality Agents for the Milano area. The role focuses on delivering exceptional guest service, guiding guests through a tech-enabled experience, and coordinating with on-site and remote teams to resolve issues promptly.

The position requires strong hospitality experience, problem-solving skills, and the ability to work flexible hours, including evenings and weekends. A customer-service mindset and proficiency with Salesforce are valued.