Guest Services & Quality Intern

Descrizione del lavoro:

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!
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