- Full-Time
- Permanent
- SLS
- Rooms
__jobinformationwidget.freetext.LocationText__
SLS Barcelona, Barcelona, Spain
__jobinformationwidget.freetext.ExternalReference__
REF41779X
Call Center Agent
Region
Luxury & Lifestyle
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 Call Center Agent (PBX) to join the pre-opening team at SLS Barcelona. Under the guidance of the Call Center Supervisor, you will provide telephone customer service support for all calls received while maintaining the core experience guidelines at the property. Responsible for the efficient service to all guests and for ensuring that standards and guest requirements are met at all times.
- Responsible for ensuring that all guests receive a seamless and expedited experience.
- Greeting and communicating with guests in a warm and empathetic manner.
- Answer all incoming calls promptly and courteously, adhering to the hotel’s service standards.
- Keep updated contact information on employees in other departments.
- Refer guests’ complaints to appropriate departments. Solve general queries and manage incidents following the established protocols.
- Know the responsibilities of other departments to be able to determine the appropriate department to forward all calls, take messages when necessary.
- Provide information and demonstrate knowledge of all hotel facilities and services.
- Accept and deliver all messages promptly and accurately, ensuring professional and efficient service.
- Provide a personal service to all the guests, fully aware and following the hotel standards and procedures.
- Keep up to date with new information/promotions/policies/ SOPs.
- Ensure that the privacy of the guests and the confidentiality of the information is respected.
- Ensure all guest concerns are addressed promptly, exceeding the guest’s expectations, conducting follow up, and properly documenting concerns to ensure proactive and long-term solutions.
- Consistently offering friendly, professional, and proactive guest service over the phone, email and through text messaging, even during high call volumes or challenging situations.
- Take ownership of each call, respond to requests and answer questions while providing exceptional service.
- Build a trusting relationship with clients providing accurate information in a timely manner.
- Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through our amenities and services.
- Update guest profiles and preferences based on information received during calls.
What we are looking for...
- +1 year’s experience in hospitality within hotels with a similar position.
- Proficient knowledge of computer systems such as: Microsoft Word, Excel & Outlook is required.
- Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
- Excellent verbal and written communication skills. Fluent in Spanish and English. Additional languages will be highly valuable.
- Ability to handle stressful situations calmly and efficiently.
- Demonstrates a strong focus on providing an exceptional experience for our guests.
- You make people feel good - your team, guests and colleagues alike. You make a positive impact.
- You are an excellent relationship builder, confident in working with other teams and leaders; you’re passionate about what we can achieve together.
- You take ownership of important issues, solve problems, and make effective decisions.
- 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 are a good listener.
- 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.
- Opera knowledge is a plus.
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.
- A competitive package and plenty of opportunity for development.
- Excellent discounts across the entire Ennismore family of brands.
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 2021.
Discover a world where life pulses with passion
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
LET
YOUR PASSION SHINE
We foster
our creativity, our excellence and progressiveness. We interconnect with
each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in
being part of a wider global team leading the way in local sustainability
initiatives. Working together with our communities, we will empower you to
make your own meaningful impact.
Let your passion shine
We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.
JOIN US
Related jobs
Salary
Location
Pullman São Paulo Ibirapuera, São Paulo, Brazil
Experience Level
Entry Level
Job Schedule
Full-Time
Brands
ACCOR
Job type
Permanent
Locations
São Paulo
Job Category
Rooms
Description
Assegurar a qualidade da experiência da hospedagem, antes, durante e depois da estada do cliente, de forma personalizada, contribuindo para sua fidelização.Dar ao hóspede a escolha entre a independênc
Reference
cc88e9e8-4b94-4a9b-8096-2472ccc65fbc
Expiry Date
01/01/0001
Salary
Location
Mercure Sao Paulo Pinheiros, São Paulo, Brazil
Experience Level
Entry Level
Job Schedule
Full-Time
Brands
MERCURE
Job type
Permanent
Locations
São Paulo
Job Category
Rooms
Description
Recepcionar hóspedes/clientes no balcão ou por telefone, identificando-os e prestando informações e esclarecimentos diversos (reservas, confirmação de passagem aérea, endereços/fones de locais, recl
Reference
325cc6e6-f319-4407-b1ff-c7b3f5d2ee4d
Expiry Date
01/01/0001
Salary
Location
Novotel Manchester West, Worsley, United Kingdom
Experience Level
Not Applicable
Job Schedule
Full-Time
Brands
ACCOR
Job type
Permanent
Locations
United Kingdom
Job Category
Rooms
Description
Job descriptionWe need someone to work 5 shifts per week as normal. Weekends are part of the normal working week.We need someone, preferably with some hotel or similar experience, to keep the hotel se
Reference
ea0d08c1-bf66-4b38-85e4-1b3eb8353351
Expiry Date
01/01/0001
Salary
Location
NOVOTEL DEAUVILLE PLAGE, DEAUVILLE
Experience Level
Entry Level
Job Schedule
Full-Time
Brands
NOVOTEL
Job type
Permanent
Locations
France
Job Category
Rooms
Description
● Vous êtes en charge de nettoyer et de mettre en ordre les chambres, les salles de bain et les lieux communs ● Vous contribuez à l’entretien du linge et de l’espace piscine/fitness ●
Reference
BZVRZ803
Expiry Date
01/01/0001
Salary
Location
Mercure Sao Paulo Pinheiros, São Paulo, Brazil
Experience Level
Not Applicable
Job Schedule
Full-Time
Brands
MERCURE
Job type
Permanent
Locations
São Paulo
Job Category
Rooms
Description
Arrumar os apartamentos, durante a permanência e após a saída dos hóspedes, efetuando a limpeza de todas as suas dependências, trocando enxovais e repondo os materiais necessários (amenidades). • O
Reference
a375e628-3032-4a30-9fe7-5788b6e1b18d
Expiry Date
01/01/0001
Salary
Location
21c Museum Hotel Cincinnati, Cincinnati, United States
Experience Level
Entry Level
Job Schedule
Part-Time
Brands
21C MUSEUM HOTELS
Job type
Permanent
Locations
Cincinnati
Job Category
Rooms
Description
Reports To: Night Manager/Front Office Manager General Purpose: Audit, balance, and report on the various areas of the hotel (e.g., food and beverage outlets, rooms/front desk, gift shop, etc.) to pro
Reference
5a873a1d-8fbc-4b30-b52f-1d7fedff83e8
Expiry Date
01/01/0001
Salary
Location
Novotel Reading Centre, Reading, United Kingdom
Experience Level
Not Applicable
Job Schedule
Casual
Brands
ACCOR
Job type
Temporary
Locations
Reading
Job Category
Rooms
Description
The Night Auditor welcomes all guests and takes care of them from arrival through to departure.They contribute to guest satisfaction by providing high quality services with a warm and friendly approac
Reference
1cf4cb28-0fa8-4a2e-9983-3bd1b6aa3e01
Expiry Date
01/01/0001
Salary
Location
Mercure Sao Paulo Pinheiros, São Paulo, Brazil
Experience Level
Associate
Job Schedule
Full-Time
Brands
MERCURE
Job type
Permanent
Locations
São Paulo
Job Category
Rooms
Description
Auxiliar o seu superior na coordenação do trabalho da equipe, orientando, priorizando/distribuindo tarefas e solucionando os problemas operacionais pertinentes. • Acompanhar a ocupação do hotel, em
Reference
b2c4409f-a7a0-4946-8410-37e006cef9b2
Expiry Date
01/01/0001
Salary
Location
ibis budget Málaga Centro, Málaga, Spain
Experience Level
Entry Level
Job Schedule
Full-Time
Brands
IBIS BUDGET
Job type
Temporary
Locations
Spain
Job Category
Rooms
Description
Las primeras impresiones son todo! Como Recepcionista, cuidarás de los huéspedes desde el momento en que llegan hasta su salida, asegurándote de que tengan una experiencia memorable con nosotros. Lo
Reference
bd6ed4bf-933b-48e0-b633-201948d765ad
Expiry Date
01/01/0001
Salary
Location
ibis budget Málaga Centro, Málaga, Spain
Experience Level
Entry Level
Job Schedule
Full-Time
Brands
IBIS BUDGET
Job type
Permanent
Locations
Spain
Job Category
Rooms
Description
Las primeras impresiones son todo! Como Recepcionista, cuidarás de los huéspedes desde el momento en que llegan hasta su salida, asegurándote de que tengan una experiencia memorable con nosotros. Lo
Reference
b2fffa5c-0d2a-4583-891d-a9ee69bce171
Expiry Date
01/01/0001