Reservation Agent

Job Description

Your mission: Should you decide to accept it

We’re looking for a confident and driven Reservations Agent to and ensure every guest interaction reflects the unmistakable Virgin “Tone of Voice.” Before our guests even arrive, Reservations are the connection between them and every part of the hotel, setting the stage for a truly memorable stay. Based in our Edinburgh hotel, the role is more than just processing bookings for our Edinburgh and London properties-it’s about anticipating needs, spotting opportunities to add a special touch, and ensuring every guest feels valued from the very first interaction.

The Details:

What exactly you will be doing

Your day-to-day will include:

• Delivering exceptional guest service through all reservations interactions, creating memorable first impressions of Virgin Hotels.
• Managing guest reservations efficiently and accurately via telephone, email, and online booking channels.
• Maintaining the Virgin brand voice across all guest communications.
• Demonstrating expert knowledge of hotel services, rates, packages, and promotions to maximise guest satisfaction and revenue opportunities.
• Processing new reservations, amendments, cancellations, and special requests accurately and in a timely manner.
• Completing daily operational tasks and checklists, including reviewing arrivals, reservations, emails, and guest requests.
• Building strong working relationships with Front Office, Accounts, Sales, and other hotel departments to ensure a seamless guest journey.
• Following all administrative and accounting procedures accurately and in line with hotel SOPs.
• Monitoring reservations to ensure accuracy of guest information, payment details, and booking requirements.
• Identifying and communicating potential sales opportunities and guest leads to the Sales team.
• Supporting the wider Reservations team to achieve departmental goals and service standards.
• Maintaining a strong understanding of hotel policies, procedures, and systems to ensure consistent service delivery.

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.

What qualities are we looking for?

• Strong interpersonal skills, with a friendly and approachable nature.
• Great ability to work cohesively with other departments and teammates as part of a team.
• Excellent communication skills with the ability to interact professionally with guests, employees, and third parties in a way that reflects positively on the hotel, the brand, and the Company.
• Strong problem-solving, organisational, and multitasking abilities.
• You’re the kind of person who, when asked to do something, just runs with it. Organised, reliable, and always one step ahead.
• A natural team player who brings ideas, positivity, and a “let’s make it happen” approach.
• Strong attention to detail and a commitment to delivering accurate, high-quality work.

Must-haves:

• Legal and unrestricted right to work in the UK.
• Previous experience in a Reservations role, preferably within the hospitality sector.
• Strong IT skills with the ability to quickly learn and adapt to new systems and processes.
• Excellent written and verbal communication skills.
• Demonstrates a high level of integrity, discretion, and confidentiality when handling sensitive information.
• Able and willing to work on-site as required.
• Flexible approach to working hours, including early evenings, weekends, and public holidays as part of a regular shift pattern.

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
• 4x your salary in 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