Company Description

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!

Job Description

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.

- 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.

Qualifications

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.

Additional Information

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 general 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.

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📌 Guest Services & Quality Intern (Barcelona)
🏢 SLS Barcelona
📍 Barcelona