Guest Services Supervisor

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 an experienced Guest Services Supervisor to join the team at SLS Barcelona. Reporting to the Duty Manager, the Guest Services Supervisor will support the daily operations of the PBX department while driving service quality initiatives across the hotel. This role will be responsible for monitoring guest feedback, supporting service recovery efforts, tracking quality performance indicators, and ensuring seamless communication between departments to enhance the overall guest experience.

PBX & Call Center Operations

• Supervise daily PBX operations, ensuring prompt, accurate, and professional call handling across all hotel departments.
• Support and train the PBX team in compliance with hotel policies and luxury service standards.
• Serve as a key point of support for guest inquiries, requests, and emergency communications, ensuring efficient coordination with the relevant departments.
• Monitor daily call center performance, ensuring service standards, response times and operational procedures are consistently followed.
• Assist with onboarding, coaching and continuous development of PBX Agents.
• Support scheduling, operational organization and daily task allocation within the PBX team.
• Identify operational challenges and escalate issues when necessary to ensure service continuity.
• Maintain strict confidentiality regarding guest privacy and data protection protocols.

Quality Assurance & Service Standards

• Monitor, audit, and evaluate call interactions and guest touchpoints to ensure adherence to SLS quality and service standards.
• Respond professionally and timely to guest reviews, ensuring alignment with SLS service standards and brand voice.
• Analyze guest feedback trends and identify recurring opportunities for operational improvement.
• Prepare monthly quality reports, highlighting guest satisfaction performance, recurring incidents, departmental trends and recommended actions.
• Handle guest concerns and support the tracking and follow-up of guest incidents, ensuring proper documentation, departmental accountability and timely resolution.
• Work closely with operational teams to drive service recovery actions and improve overall guest satisfaction results.
• Identify root causes of recurring guest concerns and collaborate with departments to implement corrective actions.
• Conduct ongoing coaching and quality control sessions for team members to elevate overall service levels.

What we are looking for...

• +3 years’ experience in hospitality within hotels with a similar position.
• Previous experience supporting, coaching or coordinating operational teams within a luxury hospitality environment.
• Proficient knowledge of computer systems such as: Microsoft Word, Excel & Outlook is required.
• Ability to multitask, work in a fast-paced environment, highly organized with excellent follow-up skills and attention to detail.
• Excellent verbal and written communication skills. Fluent in Spanish and English. Additional languages will be highly valuable.
• Strong analytical skills with the ability to interpret guest feedback, identify trends and develop actionable insights.
• Experience working with guest satisfaction platforms, review management tools and quality monitoring systems is highly desirable.
• You make people feel good - your team, guests and colleagues alike.  You make a positive impact.
• You enjoy supporting and motivating colleagues, helping teams achieve high service standards through collaboration and positive leadership.
• 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.

Proactive mindset with a strong focus on continuous improvement and service excellence.

• Committed, reliable and accountable in delivering results.

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.
• The opportunity to play an active role in shaping service excellence, driving quality improvements and contributing to the evolution of the guest experience at SLS Barcelona.
• 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.