Reception Manager - Virgin Hotels - 18534

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?

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.

Daily tasks:

• 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 and 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 and 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. 

What qualifications/skills are required?

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. 

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

Apply now