Call Center Supersivor

SLS Barcelona brings a new variety of oceanside glamor, indulgence and excellence to Barcelona’s vibrant 22@ neighborhood. 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, with two pools, a spa, fitness center and six bars and restaurants that create lively food and entertainment within this singular location. A 750sqm auditorium and a dozen versatile meeting spaces round out the offering to form the complete destination - inviting groups, events and travelers of all types to say, “farewell to the ordinary.”

We are looking for an experienced Call Center Supervisor (PBX) to join the pre-opening team at SLS Barcelona. Under the guidance of the Guest Experience Manager, the Call Center Supervisor (PBX) directs the overall operation and service levels of PBX in the hotel facilitating and directing all operating departments, in meeting and exceeding hotel goals and assist in providing timely guest and team members resolution.

What you’ll do

• Support the PBX team to consistent with hotel policies and procedures.
• Responsible for ensuring that all guests receive a seamless and expedited experience.
• Assists Front Desk and Accounting department in locating and verifying phone charges for guests.
• Keeps updated contact information on employees in other departments.
• Refer guests’ complaints to appropriate departments.
• Knows the responsibilities of other departments to be able to determine the appropriate department to forward all calls.
• Provide information and demonstrate knowledge of all hotel facilities and services.
• Accept and deliver all messages promptly and accurately.
• Provide a personal service to all the guests, fully aware and following the hotel standards and procedures.
• Ensure that the privacy of the guests and the confidentiality of the information is respected.
• Provides direction and support for the PBX team ensuring all reports are accurate and standards are met.
• Ensures 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.

What we are looking for...

• +3 years experience in hospitality within hotels with a similar position.
• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values
• 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.
• You make people feel good - your team, guests and colleagues alike.  You make a positive impact.
• You’re a strong team leader, a natural at managing and inspiring others in a way that gets the best out of them.
• 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’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.
• 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.