Job description
GEX - Guest Experience Coordinator
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.
