Assistant Front Office Manager

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 an Assistant Front Office Manager to join the pre-opening team at SLS Barcelona. Under the guidance of the Front Office Manager, the Assistant Front Office Manager will supervise the Front Office team, ensuring the service is on point and solving any issue reported by the team.

• Assist the Front Office Manager in fostering a positive and structured work environment within the department, which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations and maintaining well care of guests and colleagues.
• Oversee the front desk team's daily operations, including check-in, check-out, and guest registration processes.
• Greet and assist guests in a warm, courteous, and professional manner.
• Handle cash and credit transactions. 
• 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.
• Ensure guests receive accurate and timely information about hotel amenities, services, and local attractions.
• Schedule, assign daily work, lead pre-shift meetings, inform and train team members. 
• Coordinate with housekeeping and maintenance departments to ensure timely room readiness.
• Support and assist team members in handling guest inquiries and requests and in resolving guest complaints. 
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay. 
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns. 
• Maintain a deep understanding of the local area to provide guests with information about attractions, restaurants, and services.
• Implement strategies to enhance guest loyalty and satisfaction, contributing to positive online reviews and ratings.

Qualifications

What we are looking for...

• Minimum of 2 years of Front Office 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 work independently and to partner with others to promote an environment of teamwork.
• Ability to multitask, work in a fast-paced environment, meet deadlines and have a high-level attention to detail.
• You combine analytical and methodical thinking with high attention to detail and a solution-focused approach.
• Excellent verbal and written communication skills. Fluent in Spanish and English.
• 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’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.

Additional Information

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.