Whatever/Whenever Agent (Switchboard) - W Edinburgh

W Hotels; City of Edinburgh; On-site; GBP 17,000 - 21,000; Full time

Benefits offered by this job

World class training

Career opportunities

Wellness programs

Discounted accommodation

Staff discounts

Job summary

W Edinburgh is seeking a Whatever/Whenever Agent (Switchboard) to join our Guest Relations team at 1 St James Square, Edinburgh. You will answer calls, take messages, and assist guests with requests, delivering five-star service in a fast-paced environment.

Reporting to the Guest Relations Manager, you should communicate clearly in English, multitask across channels, and work well with colleagues to ensure every guest experience is seamless.

Qualifications

• Confidence interacting with guests via telephone, email and chat services.
• Good written and verbal English communication skills.
• Strong multitasking abilities.
• Proficient with computers and digital systems.
• Able to work well in a team.
• Positive mindset and genuine hospitality passion.

Responsibilities

• Answer, record, and process guest requests via telephone, email, chat, and mobile devices.
• Operate telephone switchboard, arrange wake-up calls, and direct calls to extensions.
• Receive, record, and relay messages accurately.
• Log guest requests in digital systems and coordinate with departments.
• Provide information about rooms, amenities, and local areas.
• Process room-service orders and record POS transactions.
• Assist guests with internet access and in-room entertainment.
• Coordinate with hotel departments to ensure seamless guest experiences.

Job description

Additional Information
Job Number 26117977
Job Category Rooms & Guest Services Operations
Location 1 St James Square, Edinburgh, Scotland, United Kingdom, EH1 3AXVIEW ON MAP
Schedule Full Time
Located Remotely? N
Position Type Non-Management
Pay Range: £12.84 p/h
Position Summary
W Edinburgh is hiring a Whatever/Whenever Agent (Switchboard) to join the team! We invite you to play an integral part in bringing to life this award-winning hotel, situated in the heart of Edinburgh. With W Edinburgh winning the coveted “Scottish Hotel of the Year 2025” award and entering the Forbes Travel Guide with a prestigious “Recommended” rating for 2026, now is the perfect time to join the team and take your career to the next level.
About The Role
Reporting to the Guest Relations Manager, as Whatever/Whenever Agent you will play a central role in the guest’s experience, answering the telephone and assisting them with any requests they have. We are looking for someone who enjoys communicating with others, is a great multitasker and is passionate about providing five-star service.
As Whatever/Whenever Agent, key aspects of your role will include:

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
• Operate telephone switchboard, process guest requests for wake-up calls, and connect and direct calls to the appropriate extension.
• Receive, record, and relay messages accurately.
• Log all guest requests or issues into our digital systems, contact the appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with the guest to ensure their request has been resolved to their satisfaction.
• Provide information to guests about room features, property amenities, and local areas of interest.
• Process room service orders, answer questions on menu selection and record transactions in point-of-sale system.
• Assist guests with accessing internet and guestroom entertainment.
• Communicate with all other departments in the hotel to ensure a seamless stay for guests, passing on relevant information to set every team up for success.
  

Our ideal Whatever/Whenever Agent is someone who has:

• Confidence interacting with guests via telephone, email and chat services.
• Good communication skills – both written and verbal English.
• Multi-tasking skills.
• Comfortable using computers and digital systems.
• The ability to work in a team.
• A positive mindset.
• A genuine passion for working in hospitality
  

In return for your hard work, we give you:

• World class training and development, including leadership development
• Unlimited career opportunities (internationally and locally)
• Wellness and mental health programmes
• Discounted accommodation, food and beverage in over 9,000 hotels all over the world!
• Discounts for your friends and family
• Specially curated discounts in thousands of shops
  

W Edinburgh brings bold architecture and a vibrant lifestyle offering to the Scottish capital. Behind a façade featuring a winding steel ribbon – reflecting the city’s festival spirit – this 12- storey structure is the centerpiece of Edinburgh St James Quarter, incorporating retail, leisure and entertainment facilities along with residential apartments. This W hotel helps redefine the city’s hospitality landscape. Accordingly, it fuses the brand’s signature amenities with modern design and W Happenings, highlighting what’s new in design, fashion, music and culture. Built in 2023, this new W hotel accommodates guests across 244 stylish guestrooms, including 45 suites. While staying here, guests benefit from the brand’s signature Whatever / Whenever service philosophy. A real highlight of this property is its rooftop bar and outdoor terrace, pairing exciting cocktails and cuisine with 360-degree views over the historic city. Among the other noteworthy amenities are the W Lounge, a restaurant collaboration with SUSHISAMBA, a FIT workout facility and an AWAY spa, with special functions hosted in 2,450 sq ft of modern event space.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We’re a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.