INTERNAL Reception Manager Edinburgh, Competitive Salary, plus great Virgin perks and benefits

Your mission: We’re dedicated to delivering exceptional hospitality through warm, knowledgeable, and efficient service. As our Reception Manager, you will support the smooth operation of the front desk while leading the team to create a seamless arrival and departure experience. You’ll engage guests with genuine care, resolve concerns with creativity, and inspire the team to consistently exceed expectations. With a hands-on approach, you help drive service excellence, operational efficiency, and guest satisfaction at every step of the stay.

The Details: What exactly you will be doing…

• Overseeing daily reception operations to ensure every guest enjoys a seamless, personalised stay.
• Supporting check-ins, check-outs and guest account queries with accuracy and care.
• Keeping the reception team up to date on room types, rates, availability, promotions and hotel services.
• Working closely with other departments to coordinate guest requests and maintain high service standards.
• Managing rotas for a team of 12, ensuring you have payroll awareness and departmental budgets to keep the operation efficient and well-staffed.
• Ensuring health & safety, security and brand standards are consistently met.
• Logging maintenance issues and completing shift checklists to keep everything running smoothly.

Guest experience & brand culture:

• Championing Virgin Hotels’ warm, playful and service-first approach.
• Encouraging the team to use guest profiles creatively to deliver thoughtful, personalised touches.
• Responding to guest feedback with positivity and solutions.
• Maintaining a welcoming, polished reception environment in partnership with Housekeeping.

Leading & developing your team:

• Reporting to the Front Office Manager, you will take the lead in recruitment, training and ongoing development for the reception team.
• Leading by example on shift, offering coaching, motivation and clear communication.
• Celebrating wins, recognising great work and fostering a supportive, inclusive culture.
• Ensuring fair treatment, consistent standards and adherence to company policies.

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 recognise 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 guests. At Virgin Hotels, we celebrate creativity, individuality, and community. As part of Virgin Hotels you’ll join a brand that believes in doing things differently — where personality matters as much as professionalism, and where every team member is valued for what they bring.

What qualities are we looking for?

• Communicate clearly in verbal and written English, understand guest inquiries and provide clear, concise responses.
• Strong interpersonal skills with the ability to motivate and support a team.
• Ability to multitask and maintain attention to detail in a fast-paced setting.
• Positive attitude, self-motivation, and flexibility with working hours.
• Must have strong IT skills.
• Understanding of Health & Safety compliance and GDPR regulations.
• Maintain a neat, clean and well-groomed appearance per hotel standards.
• Work cohesively with other departments and teammates as part of a team.
• Adhere to hotel policies, including but not limited to attendance, safety and behaviour.

Must-haves:

• Current, legal and unrestricted ability to work in the United Kingdom.
• A minimum of 2 years of Reception management experience.
• Ability to work shift patterns, including evenings and weekends, and on occasional night shift.

Package and benefits:

• Competitive salary, based on experience.
• 28 days paid holiday per year, inclusive of public holidays, with an additional day for each year’s service up to 31 days.
• Additional day off for your birthday.
• Workplace Pension Scheme.
• Life assurance.
• Company sick pay scheme.
• Enhanced Family Friendly Policies.
• Teammate discount on Food & Beverage.
• Discounted Room Rates.
• Employee Assistance Program.
• Learning & Development opportunities.
• Access to Virgin Family, which contains various Virgin group discounts and treats!

Joining a great team & being part of Virgin Hotels worldwide! We believe that our team should be reflective of the world. We welcome all, regardless of race, ethnicity, country of origin, sexual orientation, gender, disability, spiritual beliefs or any other component of identity. Virgin Hotels celebrates diversity and welcomes teammates from all backgrounds. We are proud to be an inclusive and Equal Opportunity Employer.