Concierge

What youll 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 its 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.

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 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 SLSs unique culture.
• You are humble and open to ideas. We leave our ego at the door and help get things done.
• Youre 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.

Additional Information :

Whats in it for you... 

• The opportunity to join an innovative fast-growing international group thats 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 thats very passionate about creating great hospitality experiences and exploring new locations at every opportunity. 

• A competitive package and plenty of opportunity for development. 

• Excellent discounts across the entire Ennismore family of brands. 

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. 

Remote Work :

No

Employment Type :

Full-time