Sr. Front Desk Hospitality Agent

Sonder; Milano; In loco; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

A leading global hospitality brand in Milano, Italy is seeking a Front Desk Hospitality Agent to provide exceptional guest service and guide guests through technology-rich stay experiences. Ideal candidates should have experience in hospitality, strong communication skills, and the ability to handle various guest requests professionally. This position offers competitive compensation and attractive travel perks.

Servizi

Employee travel perks

Medical, dental and vision insurance

Flexible vacation

Annual free credits and discounts

Competenze

• Experience in hotels, restaurants, or customer-facing roles.
• Personable and service-minded with great communication skills.
• Strong problem-solving skills and proactive approach.

Mansioni

• Provide exceptional service to guests at front desk.
• Guide guests through technology features of Sonder.
• Handle guest requests and ensure satisfaction.

Conoscenze

Customer service

Problem-solving

Communication skills

Organizational skills

Computer literacy

Language proficiency

Strumenti

Salesforce

Descrizione del lavoro

Overview

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 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.

The Opportunity

• Be the face of Sonder, working collaboratively with team members to create an exceptional first impression on our guests, visitors, and all internal and external partners from the front desk.
• Guide guests through the technology-rich Sonder experience, ensuring they make the most of their stay by engaging with the Sonder app and self-service features.
• Communicate with guests in-person and through digital communication systems to anticipate and address their needs, ensuring a seamless and enjoyable experience throughout their stay.
• Handle all guest interactions with the highest quality of service and professionalism, owning guest issues to resolution and accommodating requests whenever possible.
• Work alongside front desk staff and our remote service teams to handle all guest interactions with the highest quality of service and professionalism, taking ownership of guest issues and ensuring they are completed to the highest degree of satisfaction without supervision.
• Coordinate work from the front desk by prioritizing and delegating tasks to completion and act as a point of contact for escalated guest situations when a manager is unavailable; assist with training and mentorship for Front Desk Hospitality Agents.
• Ensure the maintenance, cleanliness, and organization of both guest-facing and back-of-house working spaces, contributing to a welcoming and efficient environment for both guests and team members.
• Flexibly support the back-of-house team on a day-to-day basis as needs arise, including housekeeping quality audits, inventory checks, and minor maintenance and technology issues; Support multiple Sonder properties throughout the local market, as required.
• Assist market leadership with administrative tasks to keep all operations running smoothly and contribute to continuous improvement in the guest experience.
• In markets where applicable you will also be required to; set up the breakfast buffet and tables, help serve and take care of the breakfast and to respect HACCP.

Who We Look For

• Demonstrated experience working in hotels, restaurants, or customer-facing hospitality, service, and/or customer experience roles; demonstrated experience using customer communication software such as Salesforce.
• Personable, service-minded, and positive; you love speaking with guests in-person and through digital support channels.
• Excellent problem-solving skills, with a proactive approach to addressing guest needs and a desire to “get it done” for our guests.
• Strong computer literacy and writing skills, and comfortable switching between multiple desktop and mobile applications.
• Organized, hardworking, and detail-oriented; someone who thrives in a fast-paced environment with an ability to work effectively both independently and in a team.
• Flexible schedule and open to working evenings, weekends, and holidays.
• Ability to remain standing for extended periods of time and lift and/or carry items weighing up to 50 pounds.
• Proficiency in languages other than English is an asset.
• This role requires regular access to a reliable smartphone for work purposes (expense reimbursement available).

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) #ABetterWaytoWork

Equal Opportunity

We are an equal-opportunity employer and value diversity at our company. We do 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. Living up to our Leadership Principles means fully embracing diversity — ensuring that all of our employees, guests, partners, and communities feel safe, respected, included, cared for, and empowered.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the appropriate contact.