Some relatives went last year and were told that Virgin Reps no longer spend days in the resorts and instead work from a local office?! She may have misheard though
I know they have an email address on the Virgin Holidays website - so you could contact them and ask before you go.
Last year there used to be one in the bar in Port Orleans Riverside each morning . . . can't remember how we found that out! We had to use her our first day, when we arrived at the hotel to find Virgin hadn't even booked a room for us . . . (everyone is so bored of that story but I'm still milking it!!!)