Guest Services & Quality Intern

Accorhotel; Laza; Presencial; EUR 8900 - 13.000; Jornada completa

Descripción de la vacante

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

You will: answer calls, manage guest requests, coordinate with departments, record and dispatch requests, and assist with administrative tasks to support daily operations.

Formación

• Studying a bachelor’s or master’s degree in hospitality or related field.
• Able to sign an internship agreement with the school, preferably for 6 months.
• Proficient in Word, Excel, and Outlook.

Responsabilidades

• Answer internal and external phone calls promptly and courteously.
• Manage guest requests during their stay, providing information about facilities and schedules.
• Coordinate with Housekeeping, Engineering, F&B to fulfill guest needs in a timely manner.
• Record, track, and dispatch requests to relevant departments.
• Handle Room Service, wake-up calls, voicemail, and restaurant/spa reservations.
• Perform quality checks and respond to guest complaints with empathy and professionalism.
• Identify service gaps and contribute to improvements.

Conocimientos

Fluent Spanish

Fluent English

Excellent communication

Attention to detail

Multitasking

Educación

Bachelor’s or Master’s in hospitality

Herramientas

Microsoft Word

Excel

Outlook

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

Whatyou’lldo...

We are looking for a Guest Services & QualityIntern to join the team at SLS Barcelona. Under the guidance of theCall Center Manager, you will provide support in ensuring a seamless and memorable experience for all guestswhilemaintainingtheproperty’sservice standards.

You will:

Answer internal and external phone calls promptly and courteously.

Manage guest requests during their stay, providingaccurateinformation about hotel facilities, services, and schedules.

Coordinate with other departments (Housekeeping, Engineering, F&B, etc.) to ensuretimelyfulfillment 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 theappropriate departmentwhen 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 toidentifygaps 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.

Assistwith administrative and reporting tasks such as logging incidents, tracking requests, and updating hotel systems.

Qualifications

What we are looking for...

You’restudyinga bachelor’s or master’s degree in hospitality or a related field.

You can sign an internship agreement with your school for preferably 6 months.

You have proficient knowledge of computer systems such as Microsoft Word, Excel, and Outlook.

You can multitask, work in a fast-paced environment, andmaintaina high levelof attention to detail.

You have excellent verbal and written communication skills and are fluent in Spanish and English;additionallanguages are highly valuable.

You are passionate about delivering outstanding guest service and creating memorable stays for our guests.

You make people feel good – your team, guests, and colleagues alike – and you make a positive impact.

You build strong relationships, feel confident working with other teams and leaders, and are passionate about what can be achieved together.

You take ownership ofimportant issues, solve problems, and make effective decisions, even under pressure.

You stay calm and professional when handling demanding situations or guest complaints, showing empathy and solutions focus.

You are humble and open to ideas; you leave your ego at the door and help get things done.

You want to be part of a team that works hard, supports each other, and has fun along the way.

Additional Information

What'sin it for you...

The opportunity tobe a part ofan innovative, fast-growing, international groupthat’scommitted 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 teamthat’svery passionateabout creating great hospitality experiences and exploring new locations at every opportunity.