Switchboard

Your mission:

Should you decide to accept it…

We are looking for a professional, guest-focused, and highly organised Switchboard Agentto join our team. As the central communication hub of the hotel, you will play a key role in delivering exceptional guest experiences through efficient call handling, personalised service, and seamless coordination between departments.

This role is ideal for someone with excellent communication skills, strong attention to detail, and a passion for hospitality and guest service.

At Virgin Hotels we’rededicated to delivering exceptional hospitality through warm, knowledgeable, and efficient service. In your roleyou’llengage 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 interaction.

The Details:

What exactly you will be doing…

Your day-to-day will include:

Guest Communication & Service

• Answer incoming calls promptly and professionally in line with hotel standards
• Manage guest enquiries, requests, and internal communications efficiently
• Deliver personalised and engaging guest interactions across all communication channels
• Respond proactively to guest requests, concerns, and special requirements
• Monitor switchboard emails and ensure timely follow-up

In-Room Dining & Reservations Support

• Take and process in-room dining orders accurately
• Record dietary requirements, allergies, and special requests correctly
• Support reservation operations when required, including processing and updating bookings
• Communicate effectively with operational teams to ensure smooth service delivery
• Systems & Operational Support
• Maintain working knowledge of hotel systems including PMS, POS, and switchboard platforms
• Monitor room availability, VIP arrivals, and daily operational updates
• Ensure guest records and operational information are maintained accurately

Upselling & Guest Experience

• Promote hotel services, dining options, upgrades, and special offers
• Build strong product knowledge to confidently recommend hotel experiences
• Help create memorable guest experiences through exceptional service and attention to detail

Teamwork & Standards

• Work closely with all hotel departments to ensure seamless guest experiences
• Maintain professionalism, confidentiality, grooming, and workplace standards at all times
• Attend departmental briefings and support hotel operations as required

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 recognize 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.

Our Hotel

Virgin Hotel Edinburgh is a vibrant lifestyle hotel in the heart of Edinburgh’s Old Town, combining the character of the historic India Buildings with bold, contemporary design and Virgin’s signature style. Housed within the iconic India Buildings, the hotel features 222 beautifully designed Chambers and Suites, distinctive dining and event spaces, and a prime location just off the Royal Mile — creating a property full of character and firmly rooted in the heart of Edinburgh.

What qualities are we looking for?

• Communicate clearly in verbal and written English, understand guest inquiries and provide clear, concise responses
• Strong interpersonal skills
• 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

Must-haves:

• Current, legal and unrestricted ability to work in the United Kingdom
• Previous experience in hospitality, guest services, front office, or switchboard operations preferred
• Excellent verbal and written communication skills
• Professional telephone manner and customer service skills
• Strong organisational skills and ability to multitask
• Positive attitude with a proactive and team‑focused approach
• Experience using hotel systems such as PMS or POS systems is an advantage
• Ability to work shift patterns including evenings, weekends and holidays

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