Descripción del empleo
What you'll do We are looking for an experienced Reservations Agent to join SLS Barcelona. Reporting to the Reservations Manager, you will be responsible for assisting guests with their reservations, providing tailored recommendations to meet their needs, and delivering exceptional support throughout the booking journey. Key responsibilities: • Handle all guest room reservation requests, modifications, and cancellations in accordance with established policies and procedures. • Assist guests with reservation enquiries, providing personalized recommendations and ensuring an exceptional booking experience. • Handle all incoming calls in accordance with LQA standards, ensuring a professional, personalized, and efficient guest experience. • Ensure reservation accuracy across all booking details, including market segments, channels, routing instructions, traces, and guest profiles. • Review and verify all daily reservations, ensuring guest preferences, special requests, and reservation details are accurately communicated to the Front Office team to support smooth operations and avoid discrepancies. • Identify discrepancies or errors in rate mapping, room mapping, offers, and distribution channels, promptly escalating them to the Revenue Manager to ensure timely resolution. • Monitor and follow up on potentially fraudulent reservations that may impact revenue performance. • Manage no-shows and non-guaranteed reservations to maximize inventory utilization. • Ensure all distribution channels effectively support the hotel's commercial strategy while maintaining rate parity. • Maintain effective communication with key departments, including Sales, Front Office, Concierge, Finance, and any other relevant stakeholders. • Drive upselling opportunities in line with established guidelines to enhance guest satisfaction and maximize revenue. • Proactively identify and communicate any reservation- or system-related issues to ensure operational efficiency and an exceptional guest experience. • Support the onboarding and training of team members as required.
Requisitos
What we're looking for... • Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field. • Minimum of 2 years' experience in Reservations or a similar role within the hospitality industry. • Strong organizational skills with the ability to multitask, prioritize effectively, and perform well in a fast-paced environment. • Excellent attention to detail and a proactive approach to problem-solving. • Excellent verbal and written communication skills. Fluency in English, Spanish, and French is required. • Strong customer service skills with a genuine passion for creating outstanding guest experiences. • Ability to take ownership, make sound decisions, and resolve issues efficiently. • Adaptable, collaborative, and eager to embrace the unique culture of SLS and Ennismore. • A positive attitude, an open mind, and a willingness to challenge the status quo. • A team player who enjoys working in a dynamic environment while supporting colleagues and contributing to shared success.
Sobre la empresa
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.
