Guest Experience Agent

What youll 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 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.
 

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 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 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.

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.
- Plenty of opportunity for development.
- Excellent discounts across the entire Ennismore family of brands.

Additional Information :

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