The Company
Sonder is revolutionizing hospitality through innovative, tech-enabled service and inspiring, thoughtfully designed accommodations combined into one seamless experience. Launched in 2014, Sonder provides a variety of accommodation options — from spacious rooms to fully-equipped suites and apartments — found in over 40 markets spanning ten countries and three continents. The Sonder app gives guests full control over their stay. Complete with self-service features, simple check-in and 24/7 on-the-ground support, amenities and services at Sonder are just a tap away, making a world of better stays open to all. In 2023, Sonder's revenue was approximately $600 million.
On August 19th 2024, Sonder announced that it has entered into a long-term strategic licensing agreement with Marriott International, Inc. Through this strategic agreement, over 9,000 live Sonder units are expected to join the Marriott portfolio by the end of 2024, with approximately 1,500 additional contracted units anticipated to join the Marriott system at later dates. Sonder's properties, which consist of apartment-style accommodations and intimate boutique hotels, are expected to be fully integrated with Marriott's extensive distribution channels, and be available for booking on Marriott.com and the Marriott Bonvoy mobile app as a new collection called Sonder by Marriott Bonvoy. Sonder's properties are also expected to participate in the highly regarded Marriott Bonvoy travel program with over 210 million members, and gain access to Marriott's global sales organization. Sonder anticipates that full integration with Marriott's digital channels and platform will occur in 2025; however, Sonder expects that Marriott.com will include link-offs to Sonder's digital platforms to support shop, book, earn and redeem by Marriott Bonvoy members and customers before the end of 2024. Sonder expects the strategic agreement to deliver significant revenue opportunities and operating efficiencies for Sonder.
Purpose of the Position
To support Sonder's next phase of growth, the company is seeking a Chief Operating Officer, who will report to the Founder & Chief Executive Officer, Francis Davidson. This is an opportunity to shape the future of Sonder's global operations and have a direct impact on the growth of a pioneering hospitality brand. The Chief Operating Officer will work closely with the executive team to redesign and optimize the operational structure of Sonder, ensuring a high level of accountability and results at each property. This includes overseeing property performance, guest satisfaction, and employee engagement, while integrating sales and revenue management functions into a cohesive strategy. As we evolve, the Chief Operating Officer will be instrumental in rethinking how teams are organized and structured to maximize operational efficiency and performance.
Key Responsibilities
Responsibilities of the role will include, but not be limited to:
- Lead the operations organization, to optimize accountability and performance across all Sonder properties. Collaborate with leadership to design an effective organizational structure that includes oversight of regional VPs of Operations and General Managers.
- Develop a strategic and inspiring operational vision that is translated into practicable, tactical actions with clear success criteria. He/she will effectively deploy the operations teams to achieve the vision, ensuring full buy-in from all internal and external stakeholders involved.
- Own the operations P&L and present to the Executive Committee regularly. He/she will oversee financial objectives & analysis and be accountable for top and bottom line results, while also measuring returns on invested capital.
- Build a results-driven culture by establishing clear performance expectations for General Managers and operational leaders, with a focus on market share (RGI), profit, customer satisfaction (CSAT), and employee satisfaction (ESAT).
- Leverage our strategic relationship with Marriott to optimize the performance of properties under the Sonder by Marriott Bonvoy banner.
- Work with the Executive Team, Regional Leadership, and General Managers to support the creation and execution of the company's 5-year strategic plans and annual budgets.
- Regularly review achievement against strategic and operating plans and take action as needed, communicating with all levels of the team as necessary. He/she will understand when to maintain concise, high-level discussions and when to drill deeper into the details.
- Use advanced data tools to drive operational excellence. Ensure leaders at all levels have access to real time data for decision-making and performance tracking.
- Foster a success and results-oriented work environment that is based on accountability; establish standards, metrics and scorecards that are communicated and reinforced among teams.
- Constantly seek new opportunities to improve colleague engagement; lead the talent strategy for the organization with a focus on recruiting and retaining top talent.
Team
The Chief Operating Officer will have six direct reports and a total team of 1,078:
- Vice President of Design, Development and Openings (Team of 19)
- Vice President of Global Guest Service (Team of 34)
- Vice President of Operations, EMEA (Team of 418)
- Regional General Manager (Team of 568)
- Senior Director, Operational Centers of Excellence (Team of 33)
- Senior FP&A Manager
The Candidate
Experience and Professional Qualifications
The Chief Operating Officer will be a highly talented, seasoned executive with extensive experience in a global business environment.
The following requirements are critical qualifications for the successful candidate:
- 10+ years of experience in senior hotel operations leadership, ideally within global hospitality brands or management companies. Proven ability to lead and manage multi-property portfolios.
- At least five years of experience in a Senior Leadership/Executive Role, most likely as COO or Group/Division President.
- Experience working across multiple service segments and geographies in North America.
- Track record of leading large, diverse teams and building high-performance cultures. Ability to manage through organizational change while maintaining team morale.
- Impeccable reputation in the market; strong ability to collaborate with partners and build mutually beneficial business relationships.
- Ability to be a positive “influencer”; is seen as a thought leader and can naturally persuade and drive action.
- Strong understanding of revenue management and sales, with experience in driving revenue growth and improving operational margins.
- Familiarity with using technology and data analytics to drive performance improvements.
- Excellent and empathic communication skills; the ability to ‘connect' genuinely and sincerely with all levels of team members from hourly service providers, customer contact professionals, hotel professionals, through senior management.
- Flexible style; expresses both entrepreneurial creativity and process-orientation.
- High level of motivation and self-starter mindset; Dynamic personality who places value on continuous learning and development.
- Ability to apply analytical, strategic, and tactical thinking to the planning process and have demonstrated the ability to work collaboratively with other operational departments, yielding desired results.
- Low ego and accountable - takes ownership of problems and tries to fix them speedily and transparently, happy to deliver solutions through empowering the wider team.
- A Bachelor's Degree in Business, Finance, Hospitality or related field is required. A Master's Degree is preferred.
Salary range: Base salary minimum of $350,000 plus other short- and long-term incentives, including stock