Guest Services & Quality Intern

Descripción del puesto:

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 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 property's 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 guest's stay.
* Assist with administrative and reporting tasks such as logging incidents, tracking requests, and updating hotel systems.

Qualifications

What we are looking for...
* You're studying a bachelor's or master's 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

What's in it for you...
* The opportunity to be a part of 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