Job Ref: VIR1517
Branch: Virgin Hotels Edinburgh
Location: Virgin Hotels Edinburgh
Salary/Benefits: Competitive Salary
Contract type: Permanent
Hours: Full Time
Hours per week: 40
Posted date: 07/03/2025
Closing date: 08/04/2025

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, but also our teammates. Everyone should go home feeling better because they learned something new or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests. We recognize that every member of the team contributes to the success of the whole hotel. No-one is more important than anyone else, and unless we are in it together, we can’t create that special experience for our guest.

In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your supervisors/managers not listed below in the constant quest to provide “out of this world” customer service experience for our guests:

• Maintain the Virgin “Tone of Voice” during all interactions, uphold the culture level of standards set by the management team.
• Process guest reservations through phone, email, and online booking platforms, ensuring accuracy in all booking details.
• Upsell room upgrades, amenities, and special packages to maximize revenue and enhance guest experience.
• 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 fabulous guest service.
• Respond to guest inquiries and requests in a prompt, professional, and friendly manner, whether in person, by phone, or via email.
• Resolve guest issues or complaints by understanding their needs and coordinating with relevant departments to ensure satisfaction.
• Promote and recommend hotel facilities, nearby attractions, and dining options to enhance the guest experience.
• Be a Know Champion for the hotel to increase loyalty by signing guests to The Know program and utilise it to dazzle our guests during their stay.
• Gather preferences from our guests to create personalized experiences.
• Input and access data in various computer systems such as SynXis, Voice Agent, HMS, Cendyn 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 including FB operations
• All room types, layout, décor, attributes and amenities
• All room rates, special packages, and promotions.
• Familiarity with hotel policies, cancellation terms and local attractionsMake every effort to achieve goals for revenue quality targets set 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.
• Update and merge guest profiles regularly according to the Company SOP’s.
• Establish and maintain strong relationships with the other departments (Front Office, Accounts, Sales, etc.)
• Participate in team meetings and training sessions to stay updated on hotel promotions, operational changes, and service standards.
• Pass along any necessary backup to Reception on daily basis
• Perform other duties as assigned.