Front Desk Night Supervisor - Virgin Hotels - 18531

Employer:     

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, our guests experience a world that revolves around them - from our signature chamber design to numerous drinking, dining and entertainment options.

Environment: 

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. 

What might a day in this role look like?

• Learn and retain complete knowledge of front office procedures and comply with all policies and procedures.
• Be the champion of maintaining the Virgin “Tone of Voice,” culture and level of standards. Teach the Junction team to also embody the TOV in all guest interactions.
• Training, training, training! And more training!   Did we mention you might be training?
• Use excellent communication skills with guests and staff including verbal, written and body language.
• Learn and teach knowledge of all front office technical systems (HMS, Guestware, Rapid Response, GoConcierge, etc).
• Assist Rooms team by providing support in the various positions: GSA, Bellman, Doorman, YES! Agent and Reservations Agent.
• Assist and process check-in and 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 and 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 and requests are completed and followed up on while executing fabulous guest service.
• Be creative and think outside the box to create memorable experiences for our guests.
• When needed support Atmosphere and F&B departments during night operations.
• Ensure Rooms team are completing job specific checklists daily and thoroughly for their respective positions.

What qualifications/skills are required?

We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service. We achieve that magical environment by assisting our guests with their check-in and check-out process while engaging them with our personalized service. You will also be required to lead a team, communicate, coordinate and work well with other teammates, managers and guests. Most of all, we want you to have fun since you play a huge role in creating that memorable guest experience. 

• Current right to work in the UK
• High school or equivalent education required
• Minimum of two years of Front Office experience.
• Ability to clearly and pleasantly communicate in English with guests, management/co-workers, both in person and on the telephone
• Proficient computer knowledge.

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