Service Principles and Sonder Voice
Sonder's three Service Principles (BTR)
What are: Build a Connection, Take Ownership, Resolve It
This is when you need to create a relocation task in Asana
What is every time you propose relocation options?
This is the platform we use to communicate with each other internally
What is Slack?
This is how many requests a guest is allowed per inquiry
What is one?
This service principle involves
Understanding the most important needs by listening, watching, and asking questions
Using our creativity and our resources to do whatever it takes to find the best solution for the guest
What is Resolve It?
The relocation tool is located here
What is under the calendar in the guest inquiry?
This is a project management platform that we use to track internal and guest related tasks. Some tasks include check payments and relocations tasks.
What is Asana?
These are the 4 different types of compensation we are able to offer our guests
What are Sonder Credits, Monetary refunds, Relocation Upgrades, Reimbursement/Gifts
This service principle involves asking our guest questions and learning what makes each guest unique
What is Build a Connection?
The guest wants to upgrade to a 2 BR space. This is an example of this type of relocation.
What is a guest driven relocation?
The platform we use to communicate with our guests
What is Salesforce (SFDC)?
We process refunds for guests using this tab in the guest inquiry
What is the charges tab?
These are the three characteristics of the Sonder Voice
What are modern, friendly, and concise?
An Airbnb guest needs to be relocated due to maintenance in their original Sonder. We need to use this platform and tool to complete the relocation.
What is the change reservation tool in the ABB platform?
This is the tool we use to save passwords for all of our OTA accounts
What is Lastpass?
These are the only people able to request alterations to bookings, get access information, or add on extra charges to a booking
Who are the primary guest and the confirmed guest of a guest?
This service principle involves: Prioritizing urgent situations and embracing difficult conversations, Giving feedback on our products, tools, processes, and spaces, Proactively following up with our guests and team members, Anticipating future issues or requests, for both current and future guests
What is Take Ownership?
A party of 8 needs to be relocated, but we do not have any Sonder's available that will accommodate 8 guests in one space. We should offer the guest this type of relocation.
What is a split party relocation?
This is Sonder's Booking Engine. Here we have access to guest reservations, we can build inquiries, and access specific unit information
What is the BEN?
This is an extenuating circumstance where Sonder would cancel on an OTA guest
What is a Sonder driven cancellation?