What you’ll 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 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.
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.
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
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