Welcome Desk Manager

JOB SUMW Edinburgh is hiring a Welcome Desk Manager 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, now is the perfect time to join the team and take your career to the next level.

ABOUT THE BRAND

Ignite Curiosity, Expand Worlds. W Hotels are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever.

ABOUT THE ROLE

Reporting to the Welcome Office Manager, as Welcome Desk Manager you will play a key role in managing the daily operation of the Welcome Desk (Reception) and Whatever/Whenever (Switchboard) teams.

Joining the team means you will be instrumental to the success of the hotel. We are looking for someone who is full of energy, a people-person and passionate!

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

• Act as a role model in how to interact with guests and others
• Train your team to become experts in their role
• Empower your team to resolve guest issues, assisting where required
• Ensure your team are meeting all quality-related standards
• Consistently communicate the department’s goals to all team members
• Communicate and coordinate between Style (Housekeeping), Welcome Office and Engineering to ensure any guest or maintenance issues are logged and resolved
• Maximise revenue performance on a daily basis
• Ensure compliance with all Health and Safety protocols
• Develop teamwork throughout your team as it grows
• Be a W brand ambassador, ensuring the brand’s voice is present in your interactions with guests and talent

Our ideal Welcome Desk Manager is someone who has:

• Strong organization and multi-tasking skills
• Confidence interacting with guests
• Problem resolution skills
• Good communication skills – both written and verbal English
• Previous experience working in five star, luxury/lifestyle hotels
• A positive mindset
• A genuine passion for working in hospitality

In return for your hard work, we give you:https://careers.marriott.com/welcome-desk-manager/job/F1E103199143051E178647E3A8185222