About Company
Nira Caledonia is a luxurious 4-star boutique hotel nestled in the heart of Stockbridge, Edinburgh. Comprising two beautiful Georgian townhouses, we offer an an unparalleled blend of classic elegance and contemporary comfort. Our commitment to exceptional service, exquisite dining, and creating memorable experiences for our guests is at the core of everything we do. We pride ourselves on our intimate atmosphere, unique charm, and a team that genuinely cares about crafting unforgettable stays. Join us and become a part of a dedicated family that values passion, professionalism, and genuine hospitality.
Job Description
Are you a naturally engaging individual with a passion for delivering five-star guest experiences? Nira Caledonia, a prestigious boutique hotel in Stockbridge, Edinburgh, is seeking an exceptional Front Desk Agent with strong hospitality coordination skills to join our dedicated team. This isn’t just a reception role; it’s an opportunity to be the welcoming face and the organisational heart of our luxurious establishment, ensuring every guest journey is seamless from arrival to departure.
In this pivotal position, you will be the first and last point of contact for our discerning guests, setting the tone for their entire stay. Your days will be dynamic, ranging from orchestrating efficient check-ins and check-outs, managing reservations with meticulous attention to detail, to providing bespoke concierge services that anticipate and exceed expectations. You’ll become an expert on Edinburgh’s vibrant scene, offering personalised recommendations for dining, attractions, and local experiences that truly enhance our guests’ visits.
We are looking for someone who thrives in a fast-paced yet refined environment, capable of handling multiple priorities with grace and precision. Your ability to communicate eloquently, solve problems proactively, and maintain composure under pressure will be key. You will play a crucial role in coordinating with other departments – housekeeping, food & beverage, and maintenance – to ensure all guest requests are met promptly and every aspect of our service operates with the highest standards of efficiency and luxury. If you possess an innate flair for hospitality, a keen eye for detail, and a commitment to creating extraordinary moments, we invite you to contribute your talents to the Nira Caledonia experience. We offer a supportive and sophisticated work environment where your growth and contributions are truly valued.
Key Responsibilities
- Warmly welcome guests upon arrival, manage check-in procedures efficiently, and process check-outs accurately.
- Handle all incoming calls, emails, and guest inquiries with professionalism and courtesy.
- Manage room reservations, modifications, and cancellations through the hotel's property management system (PMS).
- Provide comprehensive concierge services, including restaurant bookings, tour arrangements, transportation, and local recommendations.
- Coordinate effectively with housekeeping, maintenance, and food & beverage teams to ensure guest requests are fulfilled promptly.
- Process payments, handle cash, and manage billing discrepancies with precision.
- Maintain an organised and presentable front desk area at all times.
- Address guest complaints and concerns with empathy, striving for satisfactory resolutions.
- Maintain a thorough knowledge of hotel services, facilities, and local attractions.
- Uphold the highest standards of confidentiality and data protection.
Required Skills
- Minimum 1 year of experience in a front office or guest relations role within a luxury hotel setting.
- Exceptional verbal and written communication skills in English.
- Proficiency in hotel property management systems (e.g., Opera, Mews, Fidelio).
- Demonstrated ability to multitask and manage time effectively in a dynamic environment.
- Strong problem-solving capabilities and a proactive approach to guest service.
- Impeccable personal presentation and a professional demeanor.
- Right to work in the UK.
Preferred Qualifications
- Additional language proficiency (e.g., French, German, Spanish).
- Experience with a 4-star or 5-star boutique hotel.
- A degree or diploma in Hospitality Management or a related field.
- Familiarity with local Edinburgh attractions, culture, and events.
Perks & Benefits
- Competitive salary and holiday allowance.
- Opportunities for professional development and career progression within a luxury hospitality group.
- Discounted rates at Nira Caledonia and other associated hotels.
- Complimentary meals on duty.
- Employee recognition programs.
- A supportive and elegant work environment in a prime Edinburgh location.
- Pension scheme contributions.
How to Apply
If you are passionate about delivering exceptional hospitality and meet the requirements for this role, we encourage you to apply. Please click on the application link below to submit your detailed CV and a cover letter outlining your experience and why you are the ideal candidate for Nira Caledonia. We look forward to reviewing your application!