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 and owners, but also our teammates. Everyone should go home feeling better because they learned something new or had fun working that day. Why work with Virgin Hotels: Because it is fun, of course But we appreciate that fun isnt always enough what else is in it for you? We are a Real Living wage employer, this means your hourly rate is £12ph Lots of social events throughout the year, where we can get together and have a good time Regular training opportunities including wine, spirits, service and menu tastings A paid 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 and drinks provided 4 x your salary life assurance policy Employee Assistance Program that includes health and well-being advice and support Company Sick Pay Your mission: Should you decide to accept it We aim to deliver outstanding 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 & check-out process while engaging them with our personalized service. Enthusiastically using our talents to sell our experience to our guests. Greeting each and every guest with an authentic and warm approach. Ensuring you are fully informed of hotel & city events to be a source of information for our guests. Using tact and creativity to handle each guest concern to make sure everyone leaves our hotel feeling better. The Nitty-Gritty: What exactly you will be doing In helping you understand your role in working for a world class organization, 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: Be the resident know it all. Filter information about the city and culture scene to all departments in order to ensure our guests receive varied and highly rated recommendations for entertainment/dining/adventures from each team member. Being the face of Virgin Hotels spending time at the door being prepared to welcome every guest every time. Create strong relationships within the community to ensure our guests receive excellent service at any suggested venue. Manage guest Valet services Assist with VIP process. Meet and Greet with VIPs. Learn and retain complete knowledge of front office procedures and comply with all policies and procedures. Complete job specific checklists daily and thoroughly Keep the front of the hotel spotless and ready to welcome our guests. Maintain the Virgin Tone of Voice, culture & level of standards set forth by the management team. Maintain complete knowledge of the following at all times: Hotel features/services, hours of operation. All room types, numbers, layout, décor, appointments & location. All room rates, special packages and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled daily group activities. Incoming VIPs. Use excellent communication skills with guests and staff including verbal, written and body language. Maintain a clean, hygienic and organized work environment. Set up work station with necessary supplies. Be able to communicate timely and in a responsive manner via digital device. Ensure all guests questions & requests are completed & followed up on while executing fabulous guest service. Enthusiastically describe details of food dishes and beverages available in hotel outlets. Be creative and think outside the box to create memorable experiences for our guests. Work well on a team or independently while being accountable for work performed. Take, record and relay messages accurately, completely and legibly. Adhere to security procedures to ensure our guests safety. Be a team player Must be enthusiastic, passionate and possess a wicked sense of humor No wallflowers permitted What qualities are we looking for? You got skills? If you are able to perform the following, then you have come to the right place Valid, clean UK driving licence Input and access data in various computer systems Understand guest inquiries and provide clear, concise responses Work with others like a rock star, while constantly advocating for your guests Communicate clearly in verbal and written English Work cohesively with other departments and co-workers as part of a team Focus attention on details Maintain confidentiality of all guests and hotel information Maintain a neat, clean and well-groomed appearance per hotel standards Bend, squat and stretch in areas of limited space to perform cleaning, organization and other duties Adhere to hotel policies including but not limited to attendance, safety, behaviour Flexibility to work different shifts, including on the weekends, holidays and nights. Background must-have: Current, legal and unrestricted ability to work in the United Kingdom Ability to clearly and pleasantly communicate in English with guests, management/co-workers, both in person and on the telephone. Valid, clean UK driving licence 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 AMRT1_UKCT