Guest Experience Agent

Accorhotel; Laza; Presencial; EUR 26.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Excellent discounts across Ennismore品牌

Descripción de la vacante

SLS Barcelona is seeking a Guest Experience Agent to join the team under the Guest Experience Manager. You will provide a naturally friendly, helpful, and responsive level of service to guests from arrival to departure.

Responsibilities include greeting guests, informing them about facilities, analytics on guest feedback, resolving inquiries with empathy, and coordinating with other departments to personalize stays and exceed expectations.

Formación

• Minimum of 2 years of Front Office/Guest Relations experience in upscale or lifestyle hotels.
• Fluent in Spanish and English.
• Excellent verbal and written communication skills.

Responsabilidades

• Greet and assist guests in a warm, courteous, and professional manner.
• Inform guests of facilities, restaurants, and bars.
• Analyze guest feedback to improve overall rating and metrics.
• Handle guest complaints promptly with empathy and resolution.
• Coordinate with Front Office, Housekeeping, F&B and other teams to fulfil guest requests.

Conocimientos

Spanish

English

Guest relations

Front office

Communication

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 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.