Hospitality Operations Manager

Description:

Sonder is on a mission to revolutionize hospitality by offering bespoke, tech-enabled stays for guests worldwide. Each Sonder property is unique, yet seamlessly integrated with our mobile app, allowing guests to effortlessly manage their experience from check-in to check-out.

We are looking for a Hospitality Operations Manager who thrives in hospitality operations and is excited by the opportunity to lead, train, and inspire a team of Hospitality Agents. You will be responsible for developing scalable processes, optimizing city operations, and delivering an exceptional guest experience.

This is a dynamic, people-focused leadership role that requires strong organizational skills, a passion for hospitality, and the ability to manage teams effectively in a fast-paced environment.

Key Responsibilities:

✅ Team Leadership & Development: Train, coach, and provide performance feedback to Hospitality Agents
✅ Operational Execution: Oversee day-to-day operations, delegate tasks, and ensure a world-class guest experience
✅ Guest Experience: Act as the face of Sonder, ensuring guests have an exceptional first impression
✅ Cross-functional Collaboration: Communicate clearly and compassionately across teams to enhance operations and service delivery
✅ Process Improvement: Create and update Standard Operating Procedures (SOPs) to support efficiency and execution
✅ Market Analysis & Optimization: Analyze trends to optimize hospitality operations and proactively address potential guest issues
✅ Strategic Planning: Partner with City Operations Leadership to identify new opportunities to elevate guest experience and team performance

Candidate Requirements:

✔ Minimum 3 years of experience managing direct reports (Hospitality background preferred)
✔ Strong leadership, coaching, and training abilities to drive team performance
✔ Excellent communication skills to clearly define action steps and delegate tasks
✔ Problem-solving mindset with the ability to take initiative and work independently
✔ Highly organized and detail-oriented with the ability to adapt to shifting priorities
✔ Tech-savvy and comfortable with new technologies for team collaboration and management
✔ Passion for hospitality and delivering exceptional guest experiences
✔ Ability to establish positive relationships with guests and team members
✔ Experience in a start-up environment is a plus
✔ Basic spreadsheet knowledge (Google Suite preferred)
✔ Must be flexible to work nights and weekends as needed
✔ Ability to lift/carry items up to 40lbs and stand/walk for extended periods
✔ Reliable smartphone and transportation required for daily travel between properties

Preferred Skills & Experience:

🔹 Hospitality experience in a hotel, serviced apartments, or similar industry
🔹 Strong operational mindset with the ability to implement scalable processes
🔹 Background in customer service, guest relations, or front office operations
🔹 Experience managing hospitality teams in a dynamic, startup-like environment

What We Offer:

💰 Competitive compensation package
📈 Generous stock plan
🏥 Medical, dental, and vision insurance (where applicable)
🌴 Flexible vacation policy
💆 Wellness & volunteering days
🏨 Annual free credits & discounts to stay in Sonder properties
🌍 Workplace flexibility for eligible remote roles

About Sonder:

Sonder is reimagining hospitality by blending technology with thoughtful design to create better stays for all. We operate a unique portfolio of hotels, suites, and apartments across major cities worldwide. Our mission is to make stays seamless, modern, and unforgettable through cutting-edge technology and world-class service.

We are committed to diversity, equity, and inclusion and strive to build a workplace where employees can thrive. Sonder’s Leadership Principles guide our culture, shaping how we work, communicate, and treat each other.