Sr. Front Desk Hospitality Agent

Sonder USA Inc.; Boston (MA); On-site; USD 45,000 - 48,000; Full time

Benefits offered by this job

Stay credits

Flexible vacation

Wellness days

Bonus potential

Job summary

Sonder is seeking a Senior Front Desk Hospitality Agent in Boston to be the face of the brand and guide guests through the Sonder experience across multiple properties.

You will resolve guest requests, collaborate with staff and remote teams, and participate in training while maintaining clean spaces. Flexibility is required to travel between properties and cover evenings/weekends.

Qualifications

• Experience in hospitality, restaurant, or customer-facing roles.
• Experience using customer communication software such as Salesforce.
• Personable, service-minded, and positive attitude toward guest interaction.
• Excellent problem-solving skills with a proactive approach to guest needs.
• Strong computer literacy and ability to use multiple apps.
• Organized, hardworking, detail-oriented, and able to thrive in a fast-paced environment.
• Flexible schedule including evenings, weekends, and holidays.
• Ability to stand for long periods and lift up to 50 pounds.
• Proficiency in languages other than English is a plus.
• Regular access to a reliable smartphone for work (expense reimbursement).

Responsibilities

• Guide guests through the technology-rich Sonder experience, ensuring they engage with the Sonder app and self-service features.
• Communicate with guests in person and via digital communication systems to anticipate and address their needs, ensuring a seamless stay.
• Own guest interactions, handling all issues to resolution and accommodating requests whenever possible.
• Collaborate with front-desk staff and remote service teams to manage guest interactions and maintain the highest quality of service.
• Coordinate and delegate tasks from the front desk, acting as a point of contact for escalated guest situations when the manager is unavailable.
• Assist with training and mentoring of Front Desk Hospitality Agents.
• Maintain cleanliness, organization, and presentation of guest-facing and back-of-house workspaces.
• Provide flexible support to the back-of-house team on a day-to-day basis, 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 operations running smoothly and to contribute to continuous improvement.
• In applicable markets: set up breakfast buffet tables, help serve and take care of breakfast, and adhere to HACCP standards.

Skills

Hospitality experience

Communication skills

Problem solving

Computer literacy

Detail oriented

Organized

Flexible schedule

Physical stamina

Customer service mindset

Travel between properties

Tools

Salesforce

Job description

Senior Front Desk Hospitality Agent

Senior Front Desk Hospitality Agents are the face of Sonder, delivering exceptional guest experiences and supporting front‑desk operations across multiple properties.

Responsibilities

• Guide guests through the technology‑rich Sonder experience, ensuring they engage with the Sonder app and self‑service features.
• Communicate with guests in person and via digital communication systems to anticipate and address their needs, ensuring a seamless stay.
• Own guest interactions, handling all issues to resolution and accommodating requests whenever possible.
• Collaborate with front‑desk staff and remote service teams to manage guest interactions and maintain the highest quality of service.
• Coordinate and delegate tasks from the front desk, acting as a point of contact for escalated guest situations when the manager is unavailable.
• Assist with training and mentoring of Front Desk Hospitality Agents.
• Maintain cleanliness, organization, and presentation of guest‑facing and back‑of‑house workspaces.
• Provide flexible support to the back‑of‑house team on a day‑to‑day basis, 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 operations running smoothly and to contribute to continuous improvement.
• In applicable markets: set up breakfast buffet tables, help serve and take care of breakfast, and adhere to HACCP standards.

Qualifications

• Demonstrated experience in hospitality, restaurant, or customer‑facing roles.
• Experience using customer communication software such as Salesforce.
• Personable, service‑mindful, and positive attitude toward guest interaction.
• Excellent problem‑solving skills with a proactive approach to guest needs.
• Strong computer literacy and writing skills; comfortable with multiple desktop and mobile applications.
• Organized, hardworking, detail‑oriented, and able to thrive in a fast‑paced environment.
• Flexible schedule, including evenings, weekends, and holidays.
• Ability to remain standing for extended periods and lift or carry items weighing up to 50 pounds.
• Proficiency in languages other than English is an asset.
• Regular access to a reliable smartphone for work purposes (expense reimbursement available).
• Reliable transportation and willingness to travel between properties on a daily basis.

Compensation and Benefits

• Pay range: $44,978.00 – $47,840.00 annually (dependent on geographic location).
• Equity, discretionary bonus, and other compensation may be additional.
• Competitive medical, dental, and vision insurance (where applicable).
• Flexible vacation and wellness/volunteering days.
• Annual free credits and discounts for stays in Sonder properties.
• Workplace flexibility for remote‑specified positions.

Equal Opportunity Employer

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.