Cluster Reservations Supervisor

Your mission:

Should you decide to accept it…

We’re looking for a confident and driven Reservations Supervisor to lead our Reservations team 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. It’s more than just processing bookings—it’s about anticipating needs, spotting opportunities to add a special touch, and ensuring every guest feels valued from the very first interaction.

In this role, you’ll support the Cluster Reservations Manager, oversee daily operations, and play a key part in delivering seamless, on‑brand guest experiences from the very first contact. This is an excellent opportunity for a hospitality professional who thrives in a fast‑paced environment, enjoys leading people, and has a sharp eye for detail, accuracy, and truly cares about delivering service excellence.

What exactly you will be doing…

• Champion a genuinely guest‑focused culture within the Reservations team, creating an exceptional guest experience
• Lead and support the Reservations team, deputising for the Cluster Reservations Manager when required
• Plan and assign daily, weekly, and monthly tasks to ensure smooth and efficient operations
• Maintain the Virgin brand voice across all guest communications, particularly telephone and email interactions
• Maintain expert knowledge of hotel services, room @types, rates, packages, and promotions
• Ensure all daily operational checklists are completed and reviewed (arrivals, reservations made yesterday, emails, etc.)
• Build strong working relationships with Front Office, Accounts, Sales, and other hotel departments
• Ensure all administrative and accounting procedures are followed accurately and in line with hotel SOPs
• Monitor no‑shows and ensure follow‑up and charges are applied in accordance with SOPs and hotel targets
• Capture and communicate sales leads to the Sales team
• Prepare and distribute the department rota as required in the absence of the Cluster Reservations Manager
• Create, implement, and maintain departmental SOPs, ensuring they are up to date and communicated effectively
• Support the training, development, and motivation of the Reservations team, including Health & Safety compliance and record‑keeping

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.

• Strong interpersonal skills, with a friendly and approachable nature
liGreat ability to work cohesively with other departments and teammates as part of a team
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company
• Problem solving, reasoning, motivating, organizational and training abilities are used often
• 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

• Previous experience in hotel reservations or front office, with supervisory responsibility preferred.
• Ability to work on-site at Virgin Hotels Edinburgh for every shift
• Flexibility to…