Guest Services & Quality Intern

About the role

SLS Barcelona, a five-star urban resort on Barcelona's waterfront, is looking for a Guest Services & Quality Intern. Working under the guidance of the Call Center Manager, the intern helps ensure a seamless and memorable experience for all guests while maintaining the property's service standards.

Key responsibilities

• Answer internal and external phone calls promptly and courteously
• Manage guest requests during their stay, giving accurate information on facilities, services and schedules
• Coordinate with Housekeeping, Engineering, F&B and other departments to meet guest needs on time
• Record, track and dispatch requests to the right 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 on completed guest requests and respond to complaints with empathy and professionalism
• Monitor service trends to spot gaps and improvement opportunities
• Log incidents, track requests and update hotel systems

Required profile

• Studying a bachelor's or master's degree in hospitality or a related field
• Ability to sign an internship agreement with the school for preferably 6 months
• Fluent Spanish and English; additional languages are highly valued
• Passion for guest service and ability to handle demanding situations calmly and professionally

Required skills

• Proficient use of Microsoft Word, Excel and Outlook
• Strong verbal and written communication
• Attention to detail and ability to multitask in a fast-paced environment