Job Description

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.

📌 Guest Services Supervisor (Barcelona)
🏢 Sls
📍 Barcelona