Guest Experience Agent

SLS Barcelona

Barcelona, Barcelona, Spain

21/05/25

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Job Description

What you’ll do
We are looking for a Guest Experience Agent to join the opening team at SLS Barcelona. Under the guidance of the Guest Experience Manager, you will be responsible for providing a naturally friendly, helpful, and responsive, level of service to all our guests from arrival to departure.

- Greet and assist guests in a warm, courteous, and professional manner.
- Accommodate general and unique requests.
- Inform guests of the facilities and all the things to do in the hotel, including providing information on our restaurants and bars.
- Analyze customer feedback and reviews to continuously improve overall rating, scores and metrics.
- Handle guest complaints and inquiries promptly in a professional and empathetic manner, aiming for swift and satisfactory resolution, and striving to resolve issues to ensure guest satisfaction.
- Always know what events and activities are on schedule and maintain a deep understanding of the local area to provide guests with information and personalized recommendations for dining, activities and local attractions, tailored to their preferences.
- Manage all concierge functions, securing tickets for events, organizing tours, arranging transportation and keep up-to-date with the latest trends.
- Establish and maintain relationships with local service providers, restaurants, and attractions to ensure guests have access to exclusive experiences.
- Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns. - Work closely with the Front Office, Housekeeping, Food & Beverage and other departments to communicate guest preferences and special requests.
- Maintain accurate records of guest preferences and past interactions to personalize future stays.
- Report any issues to the correct department and check to ensure the work has been completed.
- Proactively keep an eye on all our public area spaces, whether it’s spotting a pillow in the lobby that needs some fluffing or seeing a guest from afar that looks lost.
- Assist with training hotel staff on guest service best practices and VIP protocols.
- Maintain a positive and friendly attitude at all times, even when working to achieve solutions to challenges.
- Put guests at the center of everything, striving to provide an exceptional service.

Requirements

Minimum Qualifications: Ciclo Formativo Grado Superior / Medio
Experience: De 1 a 2 años
Professional Category: Empleado
Residence Permit: Provincia vacante

What we are looking for...
- Minimum of 2 years of Front Office/Guest Relations experience, preferably in an upscale or lifestyle brand hotel.
- Previous experience with pre-opening of a hotel is a big plus.
- Someone who understands, celebrates and embraces the SLS brand values.
- Ability to multitask and work in a fast-paced environment while maintaining attention to detail.
- Proactive, positive, energetic, dynamic, emphatic, team-worker, with a high-level attention to detail and passion for hospitality.
- You are naturally a confident person who is able to approach people and initiate conversation.
- Excellent verbal and written communication skills. Fluent in Spanish and English.
- Ability to adjust services and approach based on changing guest needs and hotel dynamics.
- You make people feel good - your team, guests, and colleagues alike.&nbsp; You make a positive impact.
- You learn quickly and adapt to SLS’s unique culture.
- You are humble and open to ideas. We leave our ego at the door and help get things done.
- You’re up for doing things differently and trying (almost) everything once.
- You want to be part of a team that works hard, supports each other and has fun along the way.

What's in it for you...
- The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
- The chance to challenge the norm and work in an environment that is both creative and rewarding.
- Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
- Plenty of opportunity for development.
- Excellent discounts across the entire Ennismore family of brands.