Company Description
SLS Barcelona, a five-star urban resort of extraordinary experiences, brings a new variety of seaside glamour, indulgence and excellence to Barcelona’s waterfront district of Port Forum. Here the hallmarks of an SLS wonderland – playful ambiance, VIP treatment, and theatrical experiences - meet idyllic views to set a lavish stage for the extraordinary to unfold. The only 5-star hotel in the city to feature a terrace off every guestroom (471 in total), SLS Barcelona is all-encompassing in its delight, offering an array of exclusive amenities including rooftop dining and bars, three inviting swimming pools, a spacious 800 square-meter ballroom with abundant natural light, break out rooms catering to all size of meetings, a rejuvenating spa, and a state-of-the-art fitness centre. Say farewell to the ordinary, and hello to the extraordinary!
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.
Qualifications
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.
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.
Additional Information
SLS is part of Ennismore, a creative hospitality company rooted in culture and community, with a global collection of entrepreneurial and founder-built brands with purpose at their heart. Ennismore is a joint- venture with Accor, formed in 2021.
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