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, breakout rooms catering to all size of meetings, a rejuvenating spa, and a state‑of‑the‑art fitness centre.Job DescriptionWe 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 support ensuring a seamless and memorable experience for all guests while maintaining the property’s service standards.Responsibilities- 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- Studying a bachelor’s or master’s degree in hospitality or a related field.- Ability to sign an internship agreement with your school for a preferred six‑month period.- Proficient knowledge of computer systems such as Microsoft Word, Excel, and Outlook.- Capability to multitask, work in a fast‑paced environment, and maintain a high level of attention to detail.- Excellent verbal and written communication skills and fluency in Spanish and English; additional languages highly valuable.- Passionate about delivering outstanding guest service and creating memorable stays for guests.- Ability to make people feel good – your team, guests, and colleagues alike – and to have a positive impact.- Strong relationship‑building skills, confidence working with other teams and leaders, and passion for collective achievements.- Ownership mindset, problem‑solving ability, and effective decision making, even under pressure.- Calmness and professionalism when handling demanding situations or guest complaints, with empathy and a solutions focus.- Humble, open to ideas, ego‑free approach that helps get things done.- Desire to be part of a hard‑working, supportive, and fun team.Additional InformationThe opportunity to be part of an innovative, fast‑growing, international group that’s committed to not just building new hotels but building a integral 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.#J-18808-Ljbffr

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