CALL CENTER AGENT

Job Description For Call Center Agent(HOZ) in Barcelona,Spain.
SLSCompany DescriptionSLS Barcelona, a five-star urban resort of extraordinary experiences, brings a new variety of seaside glamour, indulgence and excellence to Barcelonas 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! Job DescriptionWhat youll doWe are looking for a Call Center Agent (PBX) to join the pre-opening team at SLS Barcelona.
Under the guidance of the Call Center Supervisor, you will provide telephone customer service support for all calls received while maintaining the core experience guidelines at the property.
Responsible for the efficient service to all guests and for ensuring that standards and guest requirements are met at all times.
esponsible for ensuring that all guests receive a seamless and expedited experience.
reeting and communicating with guests in a warm and empathetic manner.
ssist Front Desk and Accounting department in locating and verifying phone charges for guests.
eep updated contact information on employees in other departments.
efer guests complaints to appropriate departments.
Solve general queries and manage incidents following the established protocols.
now the responsibilities of other departments to be able to determine the appropriate department to forward all calls.
rovide information and demonstrate knowledge of all hotel facilities and services.
ccept and deliver all messages promptly and accurately.
rovide a personal service to all the guests, fully aware and following the hotel standards and procedures.
eep up to date with new information/policies/ SOPs.
nsure that the privacy of the guests and the confidentiality of the information is respected.
nsure all guest concerns are addressed promptly, exceeding the guests expectations, conducting follow up, and properly documenting concerns to ensure proactive and long-term solutions.
onsistently offering friendly, professional, and proactive guest service over the phone and through text messaging.
ake ownership of each call, respond to requests and answer questions while providing exceptional service.
uild a trusting relationship with clients providing accurate information in a timely manner.
roudly promote the hotel facilities, looking for opportunities to enhance a guests stay through our amenities and services.
ualificationsWhat we are looking for...+1 years experience in hospitality within hotels with a similar position.
roficient knowledge of computer systems such as.
Microsoft Word, Excel & Outlook is requiredAbility to multitask, work in a fast-paced environment and have a high-level attention to detailExcellent verbal and written communication skills.
Fluent in Spanish and English.
Additional languages will be highly valuable.
ou make people feel good - your team, guests and colleagues alike.
You make a positive impact.
ou are an excellent relationship builder, confident in working with other teams and leaders; youre passionate about what we can achieve together.
ou take ownership of important issues, solve problems, and make effective decisions.
ou learn quickly and adapt to SLSs unique culture.
ou are humble and open to ideas.
We leave our ego at the door and help get things done.
You are a good listener.
oure up for doing things differently and trying (almost) everything once.
ou want to be part of a team that works hard, supports each other and has fun along the way.
pera knowledge is a plus.
dditional InformationWhats in it for you...
he opportunity to join an innovative, fast-growing, international group thats committed to not just building new hotels but building a global brand.
he chance to challenge the norm and work in an environment that is both creative and rewarding.
ecome part of a team thats very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
competitive package and plenty of opportunity for development.
xcellent discounts across the entire Ennismore family of brands.
LS 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 .