Guest Experience Agent

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 pre-opening 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.

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.

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.