Guest Services & Quality Intern

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
• 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
• 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