Guest Experience Front Desk Leader

Virgin Hotels Edinburgh; City of Edinburgh; Hybrid; GBP 32,000 - 40,000; Full time

Benefits offered by this job

28 days holiday

Workplace Pension

Life assurance

Company sick pay

Family friendly policies

Employee Assistance Program

Learning & Development

Discounted Room Rates

Teammate discount

Virgin Family discounts

Job summary

Virgin Hotels Edinburgh is looking for an experienced Reception Manager to lead the front desk team and ensure seamless arrivals and departures. You will engage guests with care, resolve concerns creatively, and drive service excellence across all touchpoints of the stay.

As Front Office lead, you’ll recruit, coach and develop the reception team, partner with other departments, and uphold health, safety and brand standards while delivering a warm Virgin Hotels experience.

Qualifications

• Current, legal and unrestricted right to work in the United Kingdom.
• At least 2 years of Reception management experience.
• Ability to work shifts, including evenings, weekends, and occasional night shifts.
• Strong IT skills and familiarity with hotel systems and software.

Responsibilities

• Oversee daily reception operations to ensure a seamless, personalised guest experience.
• Support check-ins, check-outs and guest account queries with accuracy and care.
• Keep the reception team up to date on room types, rates, availability, promotions and services.
• Collaborate with other departments to coordinate guest requests and maintain high service standards.
• Manage rotas for a team of 12, with payroll awareness and budget considerations.

Skills

Communication skills

Interpersonal skills

Multitasking

IT skills

English proficiency

Tools

IT systems

Job description

Virgin Hotels Edinburgh is looking for an experienced Reception Manager to lead the front desk team and ensure seamless arrivals and departures. You will engage guests with care, resolve concerns creatively, and drive service excellence across all touchpoints of the stay.

As Front Office lead, you’ll recruit, coach and develop the reception team, partner with other departments, and uphold health, safety and brand standards while delivering a warm Virgin Hotels experience.