Guest Experience Agent

Job description

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

What you’ll 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 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.
 

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 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.

What's in it for you... 

- The opportunity to join an innovative, fast-growing, international group that’s 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 that’s 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.