Empresas: SLS Barcelona
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. – Maintain a positive and friendly attitude at all times, even when working to achieve solutions to challenges. – Put guests at the center of everything, striving to provide an exceptional service.
Requisitos : 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.