Front Office Manager

Company Description

SLS Barcelona brings a new variety of mediterranean 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 balcony or terrace off almost every guestroom (471 in total), SLS Barcelona is all-encompassing in its delight, with three pools, a spa, fitness center and six bars and restaurants that create lively food and entertainment within this singular location. A 770sqm ballroom and several 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.”

 

Under the guidance of the Director of Rooms, the Front Office Manager will oversee the daily operations of the Reception.  Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. 

Job Description

What you'll do...

• Ensure efficient guest registration, check out and telephone service
• Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly
• Observe front desk and telephone team members and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through
• Direct and train front desk staff and operators
• Assist in new-hire and on-going training
• Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule
• Ensure all necessary reports and forms are completed daily

Qualifications

What we're looking for...

 

• Minimum of three (3) years of Front Office experience, preferably in an upscale or lifestyle brand hotel.
• Previous experience with pre-opening of a hotel is a big plus.
• Someone who understands, celebrates and embraces the SLS brand values.
• Proven team leader with a high level of energy and motivation, a natural at managing and inspiring others in a way that gets the best out of them.
• Ability to work independently and to partner with others to promote an environment of teamwork.
• Ability to multitask, work in a fast-paced environment, meet deadlines and have a high-level attention to detail.
• You combine analytical and methodical thinking with high attention to detail and a solution-focused approach.
• 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 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.

See Description