Operations Manager, City Ops

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Additional Information

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 Marriott.com and 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. Life at Sonder We aspire to build a workplace where employees can thrive. Our culture shapes how we make decisions, how we conduct meetings, how we communicate, and how we treat each other. It's the coordinated way in which we work that gives us a shot at achieving the epic tale we hope to be part of. Our Leadership Principles are a foundational part of our culture and they play a vital role in guiding the values and actions of our team members. Each of these principles is at the heart of what we do. Check out this article to find out more about our Culture and Principles. Considering Sonder's global expansion plans, there will be opportunities for extraordinary personal and professional growth for the right candidate. The Operations Manager's ("OM") mandate is simple but challenging: Own our day-to-day operations throughout the market and ensure our guests have the best experience possible. The OM oversees all aspects of hospitality operations. You will be responsible for ensuring that guest needs are met and that every Sonder meets brand standards of functionality and cleanliness. You will develop relationships with housekeeping companies and other vendors, as well as manage a team of hourly hospitality staff to meet these goals. We're growing incredibly quickly and need someone who breathes hospitality, operations, and start-up life to build a team, develop processes, and scale them as we grow. AT SONDER YOU WILL: Work closely with the General Manager and/or Senior Operations Manager to build and improve operations Build and improve a world-class team of operations and guest-facing staff Develop, refine, and scale processes as we grow to 1000+ units Work hard to drive down costs and improve continuously Collaborate cross-functionally with our HQs to optimize strategies and tactics Build a culture of "hospitality everywhere" among our guest operations team Manage a team of amazing frontline team members including coaching, training, and career progression support Serve as acting 'manager on duty' (MOD) outside of normal business hours when required WHAT WE LOOK FOR: A disciplined worker who can DO WHATEVER IT TAKES to get the job done Minimum 5 years of professional experience in hospitality operations Minimum 3 years of management experience Past experience with early- or mid-stage startups Project management experience either in industry or in hospitality consulting A proven ability to handle ambiguity in the absence of defined systems and processes Experience with RFPs, contract negotiation, and management of external partners Exceptional people skills and experience in hiring, training, coaching, and managing hourly employees A creative thinker that challenges assumptions and wants to participate in changing the hospitality landscape Proficiency with Google applications. Willingness to embrace new technology. Slack, Asana, and project management software experience preferred This role requires regular access to a reliable smartphone, reliable transportation and willingness to travel between properties on a daily basis when working. (Reliable transportation includes biking, walking, public transportation, scooter and/or other forms of transit that provide reasonable work associated transit times between locations).

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