Job Description

Job Ref:

VIR1580

Branch:

Virgin Hotels Edinburgh

Location:

Virgin Hotels Edinburgh

Salary/Benefits:

Competitive Hourly Rate + Incentives

Contract type:

Permanent

Hours:

Full Time

Shift pattern:

Shifts between 8am and 7pm

Hours per week:

40

Posted date:

12/06/2025

Closing date:

26/07/2025
Who we are:

We love what we do, and what we do is important! We believe that everyone should leave feeling better - this means not just our guests and owners, but also our teammates. Everyone should go home feeling better because they learned something new or had fun working that day.

Why work with Virgin Hotels:

Because it is fun, of course! But we appreciate that fun isn't always enough - what else is in it for you?


Lots of social events throughout the year, where we can get together and have a good time Regular training opportunities A paid day off for your birthday Paid leave to volunteer to spend time with the causes closest to your heart, for every teammate Generous family-friendly policies and allowances Teammate discount at Virgin Hotels and 20 other Virgin brands! Training and development including apprenticeships Teammate meals and drinks provided 4 x your salary life assurance policy Employee Assistance Program that includes health and well-being advice and support Company Sick Pay

Your mission:

Should you decide to accept it...


We want someone who thinks outside the box. Our Belief Statement starts with "We love what we do and what we do is important." Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn't a walk in the park, but if you are passionate about people, share our quirky sense of humour, and are able to see beyond the traditional scope of making a reservation, then this just might be the right role for you. We aim to deliver outstanding service to our guests and the team by offering timely, efficient, knowledgeable, warm, and truly remarkable service.


We will handle all reservation calls; we will support and adhere to the policies put in place by management to ensure a smooth reservations process and deliver 100% guest satisfaction while assisting in revenue optimisation through full utilisation of company reservations policies, pricing, market strategy, yield and distribution/selling strategies, implemented by the Regional Revenue Team.


We will handle all internal guest calls; we will listen, record, and maintain continuous communication with all departments to monitor completion of all guest requests. All incoming calls will be answered warmly, efficiently, and thoroughly so that each guest hangs up the phone feeling better.

The Details:

What exactly you will be doing...


Use excellent communication skills with guests and teammates both verbal and written, utilising the Virgin "Tone of Voice" while communicating with guests. Process all incoming Reservations and correspondence, ensuring all requests are responded to in accordance with the Company's standards and ensure the inbox is cleared by the end of the day. Primary contact for all in-house guest calls; ensure all guest questions or requests are completed followed up on while executing the highest quality guest service. Exceed guest's expectations by fully understanding their preferences and tailoring communication to suit each enquiry. Update and merge guest profiles regularly according to the Company SOP's. Input and access data in various computer systems such as Synxis, HMS Sevenrooms. Complete task check lists on daily basis, including Arrival checks, Res Made Yesterday, e-mails, etc. Complete all administrative procedures accurately and in accordance with the departmental and Hotel guidelines. Be creative and think outside the box to create memorable experiences for our guests. Always maintain knowledge of the following: Hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments location. All room rates, special packages, and promotions. Make every effort to achieve goals for revenue quality targets set and agreed with the Regional Commercial Director and provide feedback to improve processes. Work well on a team and independently while being accountable for work performed. Establish and maintain strong relationships with the other departments (Front Office, Accounts, Sales, etc.) Pass along any necessary backup to Reception on a daily basis

What qualities are we looking for?

You got skills? If you are able to do the following, then you have come to the right place...


Report to designated shift, maintaining a neat, clean and well-groomed appearance per hotel standards. Flexibility to work different shifts, including on the weekends, holidays and evenings. Customer service and teamwork are two of the most critical skills desired for this position. Communication skills are utilised a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the Virgin Brand and the Company. Problem solving, reasoning, motivating, and organisational abilities are essential.

Background must-have:

Current, legal and unrestricted ability to work in the United Kingdom High school or equivalent education required. At least one year of working in a Front Office or Reservations role within a hotel. Ability to communicate in English clearly and pleasantly, both written verbal. Other languages are beneficial too.*
Able to work independently, professionally and be a good team player Excellent interpersonal and communication skills Proficient in MS Word, Outlook and Excel
We believe that our team should be reflective of the world. We welcome all, regardless of race, ethnicity, country of origin, sexual orientation, gender, disability, spiritual beliefs or any other component of identity. Virgin Hotels celebrates diversity and welcomes teammates from all backgrounds. We are proud to be an inclusive and Equal Opportunity Employer

REDEFINING LUXURY HOTELS IN EDINBURGH

DISCOVER YOUR PLACE IN THE CITY


Think you know what Scottish luxury looks like? Think again. Situated in the historic India Buildings, Virgin Hotels Edinburgh is reimagining the Old Town, marrying its iconic Victorian architecture with distinctive, contemporary design. Inside the hotel, you'll experience a world that revolves around you - from our signature chamber design to numerous drinking, dining and entertainment options that you'll never want to leave. When you do venture out, you'll find Edinburgh's top attractions in walking distance. Fancy a stroll around Edinburgh Castle? Easy - it's only 4 minutes away. Want to snap Victoria Street for your Insta? No sweat, it's on your doorstep. Buckle up, we put you so close to history it's basically time travel.


Pay: 12.36 per hour


Expected hours: 40 per week


Additional pay:


Commission pay
Benefits:


Canteen Casual dress Company events Company pension Cycle to work scheme Discounted or free food Employee discount Life insurance On-site gym Referral programme Sick pay
Schedule:


8 hour shift Day shift Holidays Weekend availability
Work Location: In person