Front Desk Agent

Virgin Hotels Edinburgh; Greater London; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Birthday day off

Yearly holiday increase to 33 days

Health cash plan

Wagestream access

Family-friendly policies

Discounted room rates

Teammate meals

Employee assistance program

Cycle2Work

Volunteer leave

Guest Experience Stay

Awards programs

Learning & development opportunities

Job summary

Virgin Hotels Edinburgh is seeking a Front Desk Agent who will deliver outstanding guest service at the front desk. You will learn front office procedures, maintain our tone of voice, and assist guests with check-ins and check-outs in a courteous, professional manner.

We value candidates with 1-2 years of hotel front desk experience and the right to work in the UK. The role emphasizes teamwork, clear communication, and seamless guest interactions across traditional and digital check-in avenues.

Qualifications

• 1-2 years’ experience in a Front Desk Agent position within a hotel
• Current right to work in the UK

Responsibilities

• Learn and retain complete knowledge of front office procedures and comply with all policies and procedures.
• The Front Desk Agent maintains the Virgin “Tone of Voice,” culture & level of standards set forth by the management team.
• Use excellent communication skills with guests and staff, including verbal, written and body language.
• Learn and retain knowledge of all front office technical systems..
• Assist and process check-ins & check-outs for our guests in accordance with their preference (traditional, kiosk, iPad).
• Process guest accounts by presenting folios to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures.
• Manage The Know program to ensure guest profile information is relevant and is being utilised to dazzle our guests during their stay.
• Ensure all guest questions & requests are completed & followed up on while executing fabulous guest service.

Skills

Front desk experience

Customer service

Communication skills

Attention to detail

Job description

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.

Why work with Virgin Hotels:

• A paid day off for your birthday!
• An extra day added to your holiday allowance each year you work with us (up to 33 days)
• A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
• Wagestream - access your pay early!
• Generous family-friendly policies and allowances
• Discounted Room Rates
• Teammate meals provided
• Employee Assistance Program
• Cycle2Work scheme
• Paid leave to volunteer to spend time with the causes closest to your heart, for every teammate.
• Guest Experience Stay
• Quarterly & Annual Employee awards
• Learning & Development Opportunities

Your mission:

Should you choose to accept it…

We are looking for 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 checking in and out, then Front Desk Agent might be the right role for you.

Role & Responsibilities:

What exactly will you be doing…

• Learn and retain complete knowledge of front office procedures and comply with all policies and procedures.
• The Front Desk Agent maintains the Virgin “Tone of Voice,” culture & level of standards set forth by the management team.
• Use excellent communication skills with guests and staff, including verbal, written and body language.
• Learn and retain knowledge of all front office technical systems..
• Assist and process check-ins & check-outs for our guests in accordance with their preference (traditional, kiosk, iPad).
• Process guest accounts by presenting folios to guests when requested, resolving any disputed charges & settling accounts by following accounting procedures.
• Manage The Know program to ensure guest profile information is relevant and is being utilised to dazzle our guests during their stay.
• Ensure all guest questions & requests are completed & followed up on while executing fabulous guest service.

Background must-have:

• 1-2 years’ experience in a Front Desk Agent position within a hotel
• Current right to work in the UK

We believe that our team should reflect the world. We welcome allindividuals, regardless of their race, ethnicity, country of origin, sexual orientation, gender identity, disability, spiritual beliefs, or any other aspect of theiridentity. Virgin Hotels celebrates diversity and welcomes teammates from all backgrounds. We are proud to be an inclusive and Equal Opportunity Employer