Guest Experience Manager / Head Concierge

Company Description SLS Barcelona is a five-star urban resort of extraordinary experiences located in Barcelona’s waterfront district of Port Forum. The property features a terrace off every guestroom (471 in total), rooftop dining and bars, three swimming pools, an 800 square-meter ballroom, breakout rooms, a spa, and a state-of-the-art fitness centre. Say farewell to the ordinary, and hello to the extraordinary!

What you’ll do We are looking for an experienced Guest Experience Manager to join the 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.

Establish clear expectations and holds the guest experience team accountable for exemplifying desired service standards.

Facilitate the integration of new hires into the department through orientation programs and tailored training initiatives to enable successful job performance.

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.

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.

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