Guest Experience Agent

Hyde Johannesburg Rosebank; Barcelona; Presencial; EUR 30.000 - 40.000; Jornada completa

Descripción de la vacante

A luxury hotel in Barcelona is seeking a Guest Experience Agent to join their opening team. The role involves providing exceptional service to guests, handling inquiries, and maintaining records of their preferences. The ideal candidate should have over 2 years of experience in guest relations, be fluent in Spanish and English, and thrive in a fast-paced environment. Join us for a chance to be part of an innovative team committed to exceptional hospitality.

Servicios

Excellent discounts across Ennismore brands

Opportunity for development

Formación

• Minimum of 2 years of Front Office/Guest Relations experience.
• Experience with pre-opening of a hotel is a plus.
• Excellent verbal and written communication skills.

Responsabilidades

• Greet and assist guests in a warm and professional manner.
• Handle guest complaints and inquiries promptly.
• Maintain records of guest preferences and past interactions.

Conocimientos

Customer service

Multitasking

Fluent Spanish

Fluent English

Problem-solving

Descripción del empleo

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 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.
  
  

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.
  
  

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.

• Plenty of opportunity for development.
• Excellent discounts across the entire Ennismore family of brands.
  
  

Additional Information

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.

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