Destination: Barcelona
Empresas: SLS Barcelona
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. - 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 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.
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