Guest Experience Manager

Job description

Company Description

SLS Barcelona brings a new variety of oceanside glamor, indulgence and excellence to Barcelona’s vibrant 22@ neighborhood. 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, with two pools, a spa, fitness center and six bars and restaurants that create lively food and entertainment within this singular location. A 750sqm auditorium and a dozen versatile meeting spaces round out the offering to form the complete destination - inviting groups, events and travelers of all types to say, “farewell to the ordinary.”

Job Description

What you’ll do

We are looking for an experienced Guest Experience Manager to join the pre-opening team at SLS Barcelona. Under the guidance of the Director of Rooms, the Guest Experience Manager directs the operations of the Guest Experience and Bell/Door department. The Guest Experience Manager assures the guest experience is true to the SLS brand by fostering a team culture in which its members feel empowered to make decisions and take responsibility for their workload and professional development.

 

·  Provide services that are above and beyond for customer satisfaction and retention. Accommodate general and unique requests.
·  Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
·  Analyze customer feedback and reviews to continuously improve overall rating, scores and metrics.
·  Provide information on hotel services and facilities.
·  Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
·  Perform other duties as assigned including guest room tours, concierge services, special guest requests and needs, etc.
·  Establishes clear expectations and holds the guest experience team accountable for exemplifying desired service standards.
·  Facilitates the integration of new hires into the department through orientation programs and tailored training initiatives to enable successful job performance.

Qualifications

What we are looking for...

·  Degree with emphasis in Hospitality management.
·  +3 years experience in hospitality within hotels in a similar role.
·  Proven team leader with a high level of energy and motivation with a proven track record of living the company's values.
·  Proficient knowledge of computer systems such as: Microsoft Word, Excel & Outlook is required
·  Ability to multitask, work in a fast-paced environment and have a high level attention to detail
·  Excellent verbal and written communication skills. Fluent in Spanish and English.
·  You make people feel good - your team, guests and colleagues alike.  You make a positive impact.
·  You’re a strong team leader, a natural at managing and inspiring others in a way that gets the best out of them.
·  You are an excellent relationship builder, confident in working with other teams and leaders; you’re passionate about what we can achieve together.
·  You take ownership of important issues, solve problems, and make effective decisions.
·  You learn quickly and adapt to SLS’s unique culture.
·  You are humble and open to ideas. We leave our ego at the door and help get things done.
·  You’re up for doing things differently and trying (almost) everything once.
·  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 join 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.
·  A competitive package and plenty of opportunity for development.
·  Excellent discounts across the entire Ennismore family of brands.

SLS is part of Ennismore, a creative hospitality company rooted in culture and community, with a global collection of entrepreneurial and founder-built brands with purpose at their heart. Ennismore is a joint- venture with Accor, formed in 2021.