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 guest.
Why work with Virgin Hotels:
* 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:
We want someone who thinks outside the box. Our Belief Statement starts with “We love what we do and what we do is important.” Every single teammate in our hotel is valued and we expect our guests to feel the same way. 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 this 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 handle all reservation calls; we will support and adhere to the policies put in place by management to ensure a smooth reservations process and deliver 100% guest satisfaction while assisting in revenue optimization through full utilization of company reservations policies, pricing, market strategy, yield, distribution/selling strategies, implemented by the Regional Revenue Team.
We will handle all internal guest calls; 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…
The following is a list of your essential job responsibilities. Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your supervisors/managers not listed below in the constant quest to provide “out of this world” customer service experience for our guests:
* Maintain the Virgin “Tone of Voice” during all interactions, uphold the culture & level of standards set by the management team.
* Process guest reservations through phone, email, and online booking platforms, ensuring accuracy in all booking details.
* Upsell room upgrades, amenities, and special packages to maximize revenue and enhance guest experience.
* Process all incoming reservations and correspondence, ensuring all requests are responded to in accordance with the company’s standards and ensure the inbox is cleared by the end of the day.
* Primary contact for all in-house guest calls; ensure all guest questions or requests are completed & followed up on while executing fabulous guest service.
* Respond to guest inquiries and requests in a prompt, professional, and friendly manner, whether in person, by phone, or via email.
* Resolve guest issues or complaints by understanding their needs and coordinating with relevant departments to ensure satisfaction.
* Promote and recommend hotel facilities, nearby attractions, and dining options to enhance the guest experience.
* Be a Know Champion for the hotel to increase loyalty by signing guests to The Know program and utilise it to dazzle our guests during their stay.
* Gather preferences from our guests to create personalized experiences.
* Input and access data in various computer systems such as SynXis, Voice Agent, HMS, Cendyn & Sevenrooms.
* Complete task check lists on daily basis, including Arrival checks, Res Made Yesterday, e-mails, etc.
* Complete all administrative procedures accurately and in accordance with the departmental and Hotel guidelines.
* Be creative and think outside the box to create memorable experiences for our guests.
* Always maintain knowledge of the following:
o Hotel features/services, hours of operation including F&B operations
o All room types, layout, décor, attributes and amenities
o All room rates, special packages, and promotions.
o Familiarity with hotel policies, cancellation terms and local attractions.
* Work well on a team and independently while being accountable for work performed.
* Update and merge guest profiles regularly according to the Company SOPs.
* Establish and maintain strong relationships with the other departments (Front Office, Accounts, Sales, etc.)
* Participate in team meetings and training sessions to stay updated on hotel promotions, operational changes, and service standards.
* Pass along any necessary backup to Reception on daily basis.
* Perform other duties as assigned.
Background must-have:
* Current, legal and unrestricted ability to work in the United Kingdom.
* High school or equivalent education required.
* Minimum 1-2 years in Reservations or Guest Service role in a hotel.
* Familiarity with guest service standards and expectations in the hospitality industry.
* Ability to communicate in English clearly and pleasantly, both written & verbal. Other languages are beneficial too.
* Able to work independently, professionally and be a good team player.
* Strong attention to detail.
* Excellent interpersonal and communication skills.
* Experience in popular hotel property management system such as HMS, SynXis Voice Agent or Opera.
* Basic knowledge of CRM systems and booking platforms is advantageous.
* Ability to work onsite in Edinburgh city centre 5 days a week.
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.
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