Whatever/Whenever Agent (Switchboard) - W Edinburgh

POSITION SUMMARY W Edinburgh is hiring a Whatever/Whenever Agent (Switchboard) to join the team! We invite you to play an integral part in bringing to life this award-winning hotel, situated in the heart of Edinburgh. With W Edinburgh winning the coveted “Scottish Hotel of the Year 2025” award and entering the Forbes Travel Guide with a prestigious “Recommended” rating for 2026, now is the perfect time to join the team and take your career to the next level.

Reporting to the Guest Relations Manager, as Whatever/Whenever Agent you will play a central role in the guest’s experience, answering the telephone and assisting them with any requests they have. We are looking for someone who enjoys communicating with others, is a great multitasker and is passionate about providing five-star service.

As Whatever/Whenever Agent, key aspects of your role will include:

• Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.

• Operate telephone switchboard, process guest requests for wake-up calls, and connect and direct calls to the appropriate extension.

• Receive, record, and relay messages accurately.

• Log all guest requests or issues into our digital systems, contact the appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with the guest to ensure their request has been resolved to their satisfaction.

• Provide information to guests about room features, property amenities, and local areas of interest.

• Process room service orders, answer questions on menu selection and record transactions in point-of-sale system.

• Assist guests with accessing internet and guestroom entertainment.

• Communicate with all other departments in the hotel to ensure a seamless stay for guests, passing on relevant information to set every team up for success.

• Confidence interacting with guests via telephone, email and chat services. • Good communication skills – both written and verbal English.

• Multi-tasking skills.

• Comfortable using computers and digital systems.

• The ability to work in a team.

• A positive mindset.

• A genuine passion for working in hospitality

In return for your hard work, we give you: • World class training and development, including leadership development • Unlimited career opportunities (internationally and locally) • Wellness and mental health programmes • Discounted accommodation, food and beverage in over 9,000 hotels all over the world! • Discounts for your friends and family • Specially curated discounts in thousands of shops

W Edinburgh brings bold architecture and a vibrant lifestyle offering to the Scottish capital. Behind a façade featuring a winding steel ribbon – reflecting the city’s festival spirit – this 12- storey structure is the centerpiece of Edinburgh St James Quarter, incorporating retail, leisure and entertainment facilities along with residential apartments. This W hotel helps redefine the city’s hospitality landscape. Accordingly, it fuses the brand’s signature amenities with modern design and W Happenings, highlighting what’s new in design, fashion, music and culture. Built in 2023, this new W hotel accommodates guests across 244 stylish guestrooms, including 45 suites. While staying here, guests benefit from the brand’s signature Whatever / Whenever service philosophy. A real highlight of this property is its rooftop bar and outdoor terrace, pairing exciting cocktails and cuisine with 360-degree views over the historic city. Among the other noteworthy amenities are the W Lounge, a restaurant collaboration with SUSHISAMBA, a FIT workout facility and an AWAY spa, with special functions hosted in 2,450 sq ft of modern event space.

If this sounds like the perfect place for you, apply to be a Whatever/Whenever Agent today!

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