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 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 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 Information
The 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