Guest Services & Quality Intern

What youll do...

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 provide support in ensuring a seamless and memorable experience for all guests while maintaining the propertys service standards.  

You will:  

• 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 guests stay. 

• Assist with administrative and reporting tasks such as logging incidents tracking requests and updating hotel systems. 

Qualifications :

What we are looking for... 

• Youre studying a bachelors or masters 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 and maintain a high level of attention to detail. 

• You have excellent verbal and written communication skills and are fluent in Spanish and English; additional languages 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 of important 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 :

Whats in it for you... 

• The opportunity to be a part of 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. 

Remote Work :

No

Employment Type :

Intern