SLS Barcelona, a five-star urban resort of extraordinary experiences, brings a new variety of seaside glamour, indulgence and excellence to Barcelona's waterfront district of Port Forum. 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, offering an array of exclusive amenities including rooftop dining and bars, three inviting swimming pools, a spacious 800 square-meter ballroom with abundant natural light, break out rooms catering to all size of meetings, a rejuvenating 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 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.

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.

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.