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, and redirect calls or inquiries to the right department.
• Manage guest requests during their stay, giving accurate information on facilities, services and schedules.
• Coordinate with Housekeeping, Engineering, F&B and other departments to fulfill guest needs on time, and record, track and dispatch requests.
• Handle room service, wake-up calls, voicemail and restaurant/spa reservation requests.
• Perform quality checks on completed requests and respond to guest complaints with empathy and professionalism.
• Monitor service trends to spot gaps and opportunities for improvement, and proactively suggest solutions during a stay.
• Help with administrative and reporting tasks such as logging incidents, tracking requests and updating hotel systems.

Required profile

• Studying a bachelor's or master's degree in hospitality or a related field.
• Able to sign an internship agreement with the school for preferably 6 months.
• Fluent in Spanish and English; additional languages are highly valued.
• Passionate about guest service, able to work in a fast-paced environment with attention to detail, and able to handle demanding situations calmly.

Required skills

• Proficient use of Microsoft Word, Excel and Outlook.
• Excellent verbal and written communication skills.