Reservations Agent (maternity leave)

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

• Handle all guest room reservation requests, modifications, and cancellations in accordance with established policies and procedures.
• Assist guests with reservation enquiries, providing personalized recommendations and ensuring an exceptional booking experience.
• Handle all incoming calls in accordance with LQA standards, ensuring a professional, personalized, and efficient guest experience.
• Ensure reservation accuracy across all booking details, including market segments, channels, routing instructions, traces, and guest profiles.
• Review and verify all daily reservations, ensuring guest preferences, special requests, and reservation details are accurately communicated to the Front Office team to support smooth operations and avoid discrepancies.
• Identify discrepancies or errors in rate mapping, room mapping, offers, and distribution channels, promptly escalating them to the Revenue Manager to ensure timely resolution.
• Monitor and follow up on potentially fraudulent reservations that may impact revenue performance.
• Manage no-shows and non-guaranteed reservations to maximize inventory utilization.
• Ensure all distribution channels effectively support the hotel's commercial strategy while maintaining rate parity.
• Maintain effective communication with key departments, including Sales, Front Office, Concierge, Finance, and any other relevant stakeholders.
• Drive upselling opportunities in line with established guidelines to enhance guest satisfaction and maximize revenue.
• Proactively identify and communicate any reservation- or system-related issues to ensure operational efficiency and an exceptional guest experience.
• Support the onboarding and training of team members as required.

Qualifications

• What we are looking for...

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.

• Minimum of 2 years' experience in Reservations or a similar role within the hospitality industry.

• Strong organizational skills with the ability to multitask, prioritize effectively, and perform well in a fast-paced environment.

• Excellent attention to detail and a proactive approach to problem-solving.

• Excellent verbal and written communication skills. Fluency in English, Spanish, and French is required.

• Strong customer service skills with a genuine passion for creating outstanding guest experiences.

• Ability to take ownership, make sound decisions, and resolve issues efficiently.

• Adaptable, collaborative, and eager to embrace the unique culture of SLS and Ennismore.

• A positive attitude, an open mind, and a willingness to challenge the status quo.

• A team player who enjoys working in a dynamic environment while supporting colleagues and contributing to shared success.

• 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.