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Redefining the hotel experience through inspiring design and modern service.

Guest Experience Manager

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With thousands of beautiful spaces built for travel and life, Sonder is transforming the future of hospitality. Each Sonder is purposefully selected, designed and maintained - customized to reflect the vibe of its neighborhood. Whether your stay is two days, two months or two years, in a studio or a six-bedroom, Sonder ensures a unique, yet consistent experience. And with 24/7 on-demand service, crisp linens, and over 200 other quality standards, we’re taking stay further for guests all around the world.

Sonder started a little over four years ago, and now has thousands of spaces in cities across the globe.

YOUR ROLE:

The Guest Experience Program Manager reports to the Director of Hospitality and is focused on creating a distinctive guest experience. You have a passion for creating innovative experiences and defining the hotel of the future. You are not afraid to push the boundaries of what is possible, adapting to changing demands and constraints and inspiring others to execute your vision. Responsibilities range from high-level strategy development to tactical execution and implementation, including concept creation, project management, training, and managing partner relationships.


WHAT YOU NEED:
* Guest Service Obsession: We are a customer-centric organization striving to provide a flawless experience. This obsession to create high quality experiences is not limited to our customers. You treat colleagues, vendors, everyone with the same hospitality and willingness to do whatever it takes.
* Strong Conceptual Thinking: You are able to ideate and think creatively about the future of hospitality and how to craft a unique experience. You like to create, test, reiterate and perfect. You are able to understand customer needs and design to the customer.
* Analytical Ability: Data drives our decision making. You need to be able to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy. You need to be able to create, set and monitor relevant metrics and create reports for various levels in the business.
* Business Instincts: You are naturally curious and enjoy asking questions, understanding how companies prosper and pushing to ensure we are operating as effectively as we can. You understand the holistic need for quality, cost and complexity to be considered when designing new programs and to always know how to measure success.
* Enterprising Mindset: You need to be continually focused on the improvement of the guest experience. You are given ambiguous tasks and expected to accomplish them with time and resource constraints. You support many people and projects and will need constant focus and dedication to ensure goals are met. You need to be able to work independently and manage up when needed. You need to be enterprising and resourceful.

RESPONSIBILITIES:
* Increase guest satisfaction by advising and supporting market operations to create programming and events to scale impact by equipping local teams
* Develop specific programming mix, goals, and build pro-formas to ensure projects deliver on financial expectations
* Identify and manage third party relationships and hold them accountable when they’re not meeting their commitmentsIdentify and track key KPIs regarding experience objectives, goals and progress
* Create an informed perspective of the experience across markets by developing standards for hospitality, events, and food and beverage programming

REQUIREMENTS:
* Bachelor's degree or equivalent in Hospitality Management, Customer Experience, Business Management, or related field
* 5+ years of experience in Hospitality Management, Operations, Project Management or Event Planning in a customer focused industry
* Well versed in contract negotiations and budget ownership
* Highly creative and able to formulate vision and new ideas for guest experience
* Ability to work flexible hours and travel as needed
* Position is based in NYC; must be willing to relocate if required

We also have great benefits to make your life easier so you can focus on what you're best at:

• Competitive salary
• Generous stock option plan
• Medical, dental and vision insurance
• Unlimited vacation
• Annual free credits and discounts to stay in Sonders
• A company with a huge vision, a dynamic work environment, and a team of smart, ambitious and fun to work-with colleagues!

Depending on your location:
• Daily catered lunches
• All the coffee you can imagine
• Snack-filled kitchen

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, or disability status.
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