Guest Services & Quality Intern

Ennismore; Barcelona; On-site; EUR 8,928 - 13,392; Full time

Job summary

Ennismore is seeking a Guest Services & Quality Intern for SLS Barcelona, a premier hotel on the waterfront. This role involves assisting the Call Center Manager to enhance guest experiences through effective communication and service coordination.

Applicants should be studying in hospitality-related fields, exhibit exceptional customer service skills, and be fluent in both Spanish and English. The internship provides a unique opportunity to join a passionate team focused on creating memorable stays.

Qualifications

• Ability to sign an internship agreement with your school for a preferred six-month period.
• Capability to multitask and maintain a high level of attention to detail.
• Passionate about delivering outstanding guest service.

Responsibilities

• Answer internal and external phone calls promptly and courteously.
• Manage guest requests during their stay.
• Coordinate with other departments to ensure timely fulfillment of guest needs.
• Handle Room Service and reservation requests.

Skills

Excellent verbal and written communication skills

Fluent in Spanish and English

Proficient knowledge of Microsoft Word, Excel, and Outlook

Strong relationship-building skills

Ability to handle demanding situations calmly

Education

Studying a bachelor’s or master’s degree in hospitality or a related field

Job 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, breakout rooms catering to all size of meetings, a rejuvenating spa, and a state‑of‑the‑art fitness centre.

Job Description

We are looking for a Guest Services & Quality Intern to join the team at SLS Barcelona. Under the guidance of the Call Center Manager, you will support ensuring a seamless and memorable experience for all guests while maintaining the property’s service standards.

Responsibilities

• Answer internal and external phone calls promptly and courteously.
• Manage guest requests during their stay, providing accurate information about hotel facilities, services, and schedules.
• Coordinate with other departments (Housekeeping, Engineering, F&B, etc.) to ensure timely fulfillment of guest needs.
• Record, track, and dispatch requests to the relevant departments.
• Handle Room Service, wake‑up calls, voicemail, and restaurant/spa reservation requests.
• Redirect calls or inquiries to the appropriate department when needed.
• Perform quality checks to ensure guest requests are completed to standard.
• Respond to guest complaints or concerns with empathy and professionalism.
• Monitor service trends to identify gaps and opportunities for improvement.
• Uphold service excellence standards and act as an ambassador for the brand by creating memorable guest experiences.
• Proactively suggest solutions or enhancements during a guest’s stay.
• Assist with administrative and reporting tasks such as logging incidents, tracking requests, and updating hotel systems.

Qualifications

• Studying a bachelor’s or master’s degree in hospitality or a related field.
• Ability to sign an internship agreement with your school for a preferred six‑month period.
• Proficient knowledge of computer systems such as Microsoft Word, Excel, and Outlook.
• Capability to multitask, work in a fast‑paced environment, and maintain a high level of attention to detail.
• Excellent verbal and written communication skills and fluency in Spanish and English; additional languages highly valuable.
• Passionate about delivering outstanding guest service and creating memorable stays for guests.
• Ability to make people feel good – your team, guests, and colleagues alike – and to have a positive impact.
• Strong relationship‑building skills, confidence working with other teams and leaders, and passion for collective achievements.
• Ownership mindset, problem‑solving ability, and effective decision making, even under pressure.
• Calmness and professionalism when handling demanding situations or guest complaints, with empathy and a solutions focus.
• Humble, open to ideas, ego‑free approach that helps get things done.
• Desire to be part of a hard‑working, supportive, and fun team.

Additional Information

The opportunity to be part of 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.