Nathaniel H. Email & Phone Number

Los Angeles, California, United States

- Continue to fulfill all the duties associated with my role as Hospitality Agent and Senior Hospitality Agent- Lead a team of 20+ hotel employees, overseeing guest services across six locations and 400+ rooms in the Greater Phoenix Area. - Executed comprehensive recruitment strategies, including onboarding and training processes for new hires, successfully integrating 11 new hospitality agents into the Phoenix market myself and facilitating a total of 16 agents’ onboarding.- Driven talent development by facilitating the promotion of 3 Hospitality Agents to Senior Hospitality Agents and elevating a Senior Hospitality Agent to the role of Hospitality Supervisor. - Orchestrated learning and development by providing effective coaching to all hospitality agents and senior hospitality agents.- Constructed and managed schedules, oversaw time cards, and handled payroll responsibilities. - Maintained a focus on employee relations, conducting interviews, managing disciplinary actions, and implementing terminations as necessary.- Collaborated daily with other Phoenix managers to coordinate staffing and supplies, ensuring seamless operations. - Contributed to the creation, collaboration, and implementation of market-wide Standard Operating Procedures (SOPs) after identifying areas of improvement.- Established robust communication channels with vendors to ensure optimal inventory and procurement processes. -Fostered positive relationships with diverse stakeholders, including 20+ Sonder employees, 2 housekeeping vendors, 6 property management teams, and other third-party logistics providers.

Phoenix, Arizona, United States

- Continued to fulfill all the duties associated with my role as a Hospitality Agent- Led overnight guest services operations as the primary point of contact for the entire Phoenix market, addressing guest inquiries, issues, and escalated incidents in-person and through various channels such as Salesforce, Slack, and Asana across 7 locations and 400+ rooms in the Greater Phoenix Area.- Effectively dispatched, delegated, and executed daily operational tasks and special projects, ensuring seamless execution and adherence to organizational standards.- Managed monthly inventory counts and streamlined replenishment ordering processes to optimize resource allocation and maintain operational efficiency.- Played a pivotal role in the onboarding process of 6 new Hospitality Agents, contributing to a total of 10 onboarded team members. Provided comprehensive training, development, and ongoing mentorship for both on-site and online operations.- Proactively identified and addressed areas for improvement, communicating detailed recommendations to fellow leadership and team members, fostering a culture of continuous improvement.- Instrumental in the successful onboarding of Phoenix's three most recent Sonder properties—Ida, Monarch, and Mariposa. Participated in property punch lists, furniture and fixture installations, inventory management, and contributed to interior and exterior design decisions.- Managed the end-to-end customer experience for large group bookings, including weddings, corporate events, and conferences, ensuring high satisfaction and retention levels.

Los Angeles, California, United States

- Maintained a positive, safe, and clean hotel environment upholding Sonder’s standards for both guests and staff.- Working independently and with a team across 3 locations in Los Angeles and 5 locations in Phoenix to ensure guest satisfaction and amazing customer service.- Performing quality audits of rooms and scheduling maintenance/upkeep to ensure rooms are guest-ready.- Tending to guest requests and issues in a timely manner. This includes, but is not limited to, delivering items to guests, performing minor maintenance as needed, and troubleshooting technology both within the units and online regarding the Sonder website/mobile application.- Facilitated in educating guests regarding Sonder services via our mobile application and full service website

Tempe, Arizona, United States

- Quality assurance of restaurant FOH, food and drink products, and customer service- Execution of proper food safety and sanitation procedures- Inventory, cash register, and day-to-day operational management- Recruiting, training and development, and overseeing front-of-house staff

Tempe, Arizona, United States

Memory Glass - www.memoryglass.netExtracurricular Program through ASU EPICS (Engineering Projects in Community Service program)- Website and mobile application wireframing and design (via mediums such as Figma, Adobe XD, Visual Studio Code, etc)- User Experience research, planning, and execution (including focus groups, surveying, task analysis, and cognitive walkthroughs)- User Interface design, development and integration (low-fidelity: wireframes and paper prototypes, high-fidelity: digital mockups via adobe XD, Figma, and making mock websites using simple HTML/CSS and VSC/JS)

Tempe, Arizona, United States

- Training and supervision of team members on shift- Quality assurance of daily operations and customer service - Preparation of food and drink products- Cash register and inventory management- Catering and hosting for events of various sizes- Marketing, social media, and customer outreach

Tempe, Arizona, United States

-Till and inventory management-Quality assurance of customer service, cashiering, and clerical work-Identification of labor, materials, time estimation, and financial costs for projects-Assistance of necessary preparatory work needed to execute projects

Tucson, Arizona, United States

-Quality Assurance of shop, food and beverage products, and customer service-Execution of proper food safety and sanitation procedures-Catering and hosting for events of various sizes

Tucson, Arizona, United States

- Managed employee relations across 2 Tucson locations; including recruitment, training and development, disciplinary action, and terminations as needed- Quality assurance of daily operations and customer service- Delegation of tasks and responsibilities to maintain proper shop upkeep and health code satisfaction - Preparation of food and drink products- Identification of areas of improvement and development- Cash register and inventory management- Marketing, social media, and customer outreach

Bachelor Of Science - Bs, Human Systems Engineering

Bachelor Of Science - Bs, Human Systems Engineering

Associate Of Arts - Aa, Liberal Arts And Sciences, General Studies And Humanities