Call Center Agent (Night Shift)

TN Spain; Barcelona; Presencial; EUR 20.000 - 30.000; Jornada completa

Descripción de la vacante

Una empresa innovadora y en crecimiento busca un Agente de Call Center para el turno nocturno en Barcelona. En este puesto, serás responsable de garantizar que todos los huéspedes reciban una experiencia excepcional, manejando llamadas y consultas con amabilidad y eficiencia. Se requiere una sólida experiencia en hospitalidad y habilidades de comunicación en español e inglés. Esta es una oportunidad única para unirte a un equipo apasionado que valora la creatividad y el desarrollo personal, mientras contribuyes a la creación de experiencias memorables para los huéspedes. Si estás listo para un nuevo desafío en un entorno dinámico, ¡esta podría ser la oportunidad perfecta para ti!

Servicios

Descuentos en la familia de marcas Ennismore

Oportunidades de desarrollo

Ambiente creativo y gratificante

Formación

• Más de 1 año de experiencia en un puesto similar en hospitalidad.
• Dominio de sistemas informáticos como Word, Excel y Outlook.

Responsabilidades

• Asegurar una experiencia fluida y rápida para todos los huéspedes.
• Atender llamadas y quejas de manera profesional y eficiente.

Conocimientos

Atención al cliente

Comunicación verbal y escrita

Multitarea

Resolución de problemas

Trabajo en equipo

Manejo de situaciones estresantes

Educación

Experiencia en hospitalidad

Herramientas

Microsoft Word

Microsoft Excel

Microsoft Outlook

Opera

Descripción del empleo

Call Center Agent (night shift), Barcelona

Client:

AccorHotel

Location:

Barcelona, Spain

Job Category:

Other

-

EU work permit required:

Yes

Job Views:

4

Posted:

24.04.2025

Expiry Date:

08.06.2025

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.

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.