What you鈥檒l 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鈥檚 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鈥檚 stay.
Assist with administrative and reporting tasks such as logging incidents, tracking requests, and updating hotel systems.