Call Center Agent (night shift)

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 opening team at SLS Barcelona. Under the guidance of the Call Center Manager, 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.