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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
* Responsible for ensuring that all guests receive a seamless and expedited experience.
* Greeting and communicating with guests in a warm and empathetic manner.
* Answer all incoming calls promptly and courteously, adhering to the hotel’s service standards.
* Keep updated contact information on employees in other departments.
* Refer guests’ complaints to appropriate departments. Solve general queries and manage incidents following the established protocols.
* Know the responsibilities of other departments to be able to determine the appropriate department to forward all calls, take messages when necessary.
* Provide information and demonstrate knowledge of all hotel facilities and services.
* Accept and deliver all messages promptly and accurately, ensuring professional and efficient service.
* Provide a personal service to all the guests, fully aware and following the hotel standards and procedures.
* Keep up to date with new information/promotions/policies/SOPs.
* Ensure that the privacy of the guests and the confidentiality of the information is respected.
* Ensure all guest concerns are addressed promptly, exceeding the guest’s expectations, conducting follow up, and properly documenting concerns to ensure proactive and long-term solutions.
* Consistently offering friendly, professional, and proactive guest service over the phone, email and through text messaging, even during high call volumes or challenging situations.
* Take ownership of each call, respond to requests and answer questions while providing exceptional service.
* Build a trusting relationship with clients providing accurate information in a timely manner.
* Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through our amenities and services.
* Update guest profiles and preferences based on information received during calls.
Qualifications
What we are looking for...
* +1 year’s experience in hospitality within hotels with a similar position.
* Proficient knowledge of computer systems such as: Microsoft Word, Excel & Outlook is required.
* Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
* Excellent verbal and written communication skills. Fluent in Spanish and English. Additional languages will be highly valuable.
* Ability to handle stressful situations calmly and efficiently.
* Demonstrates a strong focus on providing an exceptional experience for our guests.
* You make people feel good - your team, guests and colleagues alike. You make a positive impact.
* You are an excellent relationship builder, confident in working with other teams and leaders; you’re passionate about what we can achieve together.
* You take ownership of important issues, solve problems, and make effective decisions.
* 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 are a good listener.
* 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.
* Opera knowledge is a plus.
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.
* A competitive package and plenty of opportunity for development.
* Excellent discounts across the entire Ennismore family of brands.
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.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Hospitality
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