Call Center Agent - (Barcelona)

SLS Barcelona; Barcelona; Presencial; EUR 20.000 - 28.000; Jornada completa

Descripción de la vacante

Join SLS Barcelona as a Call Center Agent (PBX) where you'll provide exceptional guest service and telephone support. Be part of a dynamic team committed to hospitality excellence, ensuring every guest feels valued. This role requires communication proficiency and multitasking ability in a fast-paced environment.

Servicios

Competitive package with development opportunities

Excellent discounts across Ennismore brands

Innovative and creative work environment

Formación

• +1 year experience in hospitality in a similar position.
• Fluent in Spanish and English; other languages are a plus.
• Ability to work in a fast-paced environment and handle stress.

Responsabilidades

• Provide seamless experience to guests over the phone.
• Address guest concerns and maintain service standards.
• Promote hotel facilities and maintain updated guest profiles.

Conocimientos

Communication

Multitasking

Attention to detail

Problem-solving

Relationship building

Calm under pressure

Herramientas

Microsoft Word

Excel

Outlook

Descripción del empleo

What you'll do
We are looking for a Call Center Agent (PBX) to join the opening team at SLS Barcelona. Under the guidance of the Call Center Supervisor, you will provide telephone customer service support for all calls received while maintaining the core experience guidelines at the property. Responsible for the efficient service to all guests and for ensuring that standards and guest requirements are met at all times.

1. Responsible for ensuring that all guests receive a seamless and expedited experience.
2. Greeting and communicating with guests in a warm and empathetic manner.
3. Answer all incoming calls promptly and courteously, adhering to the hotel's service standards.
4. Keep updated contact information on employees in other departments.
5. Refer guests' complaints to appropriate departments. Solve general queries and manage incidents following established protocols.
6. Know the responsibilities of other departments to determine the appropriate department to forward all calls, and take messages when necessary.
7. Provide information and demonstrate knowledge of all hotel facilities and services.
8. Accept and deliver all messages promptly and accurately, ensuring professional and efficient service.
9. Provide a personal service to all guests, fully aware of and following hotel standards and procedures.
10. Keep up to date with new information, promotions, policies, and SOPs.
11. Ensure the privacy of guests and the confidentiality of information is respected.
12. Address guest concerns promptly, exceeding expectations, conducting follow-up, and documenting concerns for proactive solutions.
13. Offer friendly, professional, and proactive guest service over the phone, email, and text messaging, even during high call volumes or challenging situations.
14. Take ownership of each call, respond to requests, and answer questions while providing exceptional service.
15. Build trusting relationships with clients by providing accurate information in a timely manner.
16. Proudly promote hotel facilities, seeking opportunities to enhance a guest's stay through amenities and services.
17. Update guest profiles and preferences based on information received during calls.

Requisitos :

1. +1 year experience in hospitality within hotels in a similar position.
2. Proficient knowledge of computer systems such as Microsoft Word, Excel, & Outlook.
3. Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail.
4. Excellent verbal and written communication skills. Fluent in Spanish and English. Additional languages are highly valuable.
5. Ability to handle stressful situations calmly and efficiently.
6. Demonstrates a strong focus on providing an exceptional experience for guests.
7. You make people feel good — your team, guests, and colleagues alike. You make a positive impact.
8. Excellent relationship-building skills, confident in working with other teams and leaders; passionate about teamwork.
9. You take ownership of issues, solve problems, and make effective decisions.
10. You learn quickly and adapt to SLS's culture.
11. Humble and open to ideas. We leave our ego at the door and help get things done. Good listener.
12. Open to trying new approaches and doing things differently.
13. Enthusiastic about working in a team that supports each other and has fun.

What's in it for you...

• The opportunity to join an innovative, fast-growing, international group committed to building a global brand.
• The chance to challenge norms and work in a creative and rewarding environment.
• Becoming part of a passionate team dedicated to creating great hospitality experiences and exploring new locations.
• A competitive package and opportunities for development.
• Excellent discounts across the Ennismore family of brands.