Guest Services & Quality Intern

Job Description

What you’ll do...

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.  

You will:  

• 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 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.