Welcome Desk Agent

POSITION SUMMARY

W Edinburgh is hiring a Welcome Desk Agent 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.

ABOUT THE ROLE

Reporting to the Welcome Office Manager (Front Office), as Welcome Desk Agent you will play a central role in the guest’s experience, providing a warm welcome at all times and ensuring a five-star, personalized stay.

Joining the team means you will be instrumental to the success of the hotel. We are looking for someone who is friendly, loves interacting with people, and is a team-player!

As Welcome Desk Agent, key aspects of your role will include:

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Thank guests with genuine appreciation and provide a fond farewell.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Process guest check-ins and check-outs.

• Process all payment types such as room charges, cash, checks, debit, or credit.

• Handle guest complaints and payment disputes.

• Answer, record, and process all guest calls, messages, requests, questions, or concerns.

• Supply guests with directions and information regarding property and local areas of interest.

• 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.

Our ideal Welcome Desk Agent is someone who has:

• Confidence interacting with guests.

• 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

ABOUT THE PROPERTY

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 centrepiece 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 Welcome Desk Agent today!