Job description
What you’ll do We are looking for a Guest Experience Agent to join the 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. - Manager 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
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. 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.
About the company
SLS Barcelona, un resort urbano de cinco estrellas de experiencias extraordinarias, trae una nueva variedad de glamour, indulgencia y excelencia junto al mar al distrito costero del Port Fòrum de Barcelona. Aquí, las características distintivas de SLS (ambiente lúdico, trato VIP y experiencias teatrales) se combinan con vistas idílicas para crear un escenario lujoso para que se desarrolle lo extraordinario. El único hotel de 5 estrellas de la ciudad que cuenta con una terraza en cada habitación (471 en total), SLS Barcelona lo abarca todo en su deleite, ofreciendo una variedad de comodidades exclusivas que incluyen restaurantes y bares en la azotea, tres piscinas, un amplio salón de baile de 800 metros cuadrados con abundante luz natural, salas de descanso para reuniones de todos los tamaños, un spa rejuvenecedor y un gimnasio de última generación. ¡Dile adiós a lo ordinario y hola a lo extraordinario! SLS forma parte de Ennismore, una empresa hotelera creativa arraigada en la cultura y la comunidad, con una colección global de marcas emprendedoras y creadas con un propósito en el corazón. Ennismore es una sociedad conjunta con Accor, formada en 2021.
