Guest Services & Quality Intern

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. 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. 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. 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!