Front Desk Agent

3 weeks ago

Edinburgh, United Kingdom Virgin Hotels Full time

**Job Ref**:VIR1148

**Branch**:Virgin Hotels Edinburgh

**Location**:Virgin Hotels Edinburgh

**Salary/Benefits**:£11.00 per hour + front office incentive scheme

**Contract type**:Permanent

**Hours**:Full Time

**Shift pattern**:5 on 2 off, 8 hour shifts - variable

**Hours per week**:40

**Posted date**:31/07/2023

**Closing date**:13/09/2023

**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?
- A 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 provided
- 4 x your salary life assurance policy
- Employee Assistance Program and Company sick pay

**Your mission**:
**_ Should you choose to accept it _**

This isn’t a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then Front Desk Agent just might be the right role for you. We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service. 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 Nitty-Gritty**:
**_ What exactly you will 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 (HMS, EAM, Guestware, GoConcierge, etc).
- Assist and process check-in 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 it is being utilized 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

**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.

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