Switchboard

Your mission:

Should you decide to accept it…

We are looking for a professional, guest-focused, and highly organised Switchboard Agentto join our team. As the central communication hub of the hotel, you will play a key role in delivering exceptional guest experiences through efficient call handling, personalised service, and seamless coordination between departments.

This role is ideal for someone with excellent communication skills, strong attention to detail, and a passion for hospitality and guest service.

At Virgin Hotels we’rededicated to delivering exceptional hospitality through warm, knowledgeable, and efficient service. In your roleyou’llengage 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 interaction.

What exactly you will be doing…

Your day-to-day will include:

Guest Communication & Service

• Answer incoming calls promptly and professionally in line with hotel standards
• Manage guest enquiries, requests, and internal communications efficiently
• Deliver personalised and engaging guest interactions across all communication channels
• Respond proactively to guest requests, concerns, and special requirements
• Monitor switchboard emails and ensure timely follow-up

In-Room Dining & Reservations Support

• Take and process in-room dining orders accurately
• Record dietary requirements, allergies, and special requests correctly
• Support reservation operations when required, including processing and updating bookings
• Communicate effectively with operational teams to ensure smooth service delivery
• Systems & Operational Support
• Maintain working knowledge of hotel systems including PMS, POS, and switchboard platforms
• Monitor room availability, VIP arrivals, and daily operational updates
• Ensure guest records and operational information are maintained accurately

Upselling & Guest Experience

• Promote hotel services, dining options, upgrades, and special offers
• Build strong product knowledge to confidently recommend hotel experiences
• Help create memorable guest experiences through exceptional service and attention to detail

Teamwork & Standards

• Work closely with all hotel departments to ensure seamless guest experiences
• Maintain professionalism, confidentiality, grooming, and workplace standards at all times
• Attend departmental briefings and support hotel operations as required

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.

Virgin Hotel Edinburgh is a vibrant lifestyle hotel in the heart of Edinburgh’s Old Town, combining the character of the historic India Buildings with bold, contemporary design and Virgin’s signature style. Housed within the iconic India Buildings, the hotel features 222 beautifully designed Chambers and Suites, distinctive dining and event spaces, and a prime location just off the Royal Mile —…