GUEST EXPERIENCE AGENT

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 Experience Agent to join the opening 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.
Qualifications 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 SLS’s unique culture.
- You are humble and open to ideas.
We leave our ego at the door and help get things done.
- You’re 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.
What's in it for you...
- The opportunity to join 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.
- Plenty of opportunity for development.
- Excellent discounts across the entire Ennismore family of brands.
Additional Information SLS is part of Ennismore, a creative hospitality company rooted in culture and community, with a global collection of entrepreneurial and founder-built brands with purpose at their heart.
Ennismore is a joint- venture with Accor, formed in .