Front Office Agent

Dalhousie-Castle; Bonnyrigg; On-site; GBP 26,000 - 29,000; Full time

Job summary

Dalhousie Castle in Scotland is seeking a Front Office Agent to be the first and last point of contact for guests, setting a tone of warmth and personalised service throughout their stay.

You will deliver seamless check-in/check-out, build genuine guest relationships and anticipate needs, while promoting dining experiences and castle attractions to enhance each visit.

Qualifications

• Hospitality mindset and a genuine desire to deliver exceptional service.
• Previous hotel reception experience is valuable, but attitude and personality matter.

Responsibilities

• Welcomes guests warmly and creates a memorable arrival experience.
• Delivers seamless check-in and check-out while personalising the guest journey.
• Builds rapport with guests and understands the purpose of their visit.
• Anticipates guest needs and offers proactive assistance throughout the stay.
• Manages enquiries, requests and feedback with professionalism and discretion.
• Handles reservations and guest profiles using hotel systems.
• Processes payments and ensures accurate billing.
• Responds to telephone and email enquiries in a professional manner.
• Shares knowledge of Dalhousie Castle and local area.
• Recommends dining, experiences and facilities to enhance stays.

Skills

Hospitality mindset

Guest service

Communication

Job description

£12.71 per hour | Full-time | Permanent

Be part of the next chapter of Dalhousie Castle

There has never been a more exciting time to join Dalhousie Castle.

Set within more than 800 years of Scottish history, Dalhousie is entering an exciting new era following a £6 million transformation, bringing a renewed sense of luxury, style and energy to this extraordinary historic property.

Our ambition is clear: to establish Dalhousie Castle as one of Scotland's leading luxury and 5-star destinations.

To achieve that, we need exceptional people.

We are building a new team who are passionate about hospitality, proud of what they do and excited by the opportunity to help shape the future of Dalhousie Castle.

The opportunity

As a Front Office Agent, you will play a vital role in creating the experience our guests remember.

You will be one of the first people our guests meet and one of the last they see before they leave. You will set the tone for their stay, ensuring every arrival feels special, every interaction feels personal and every detail is handled with care.

This is much more than a traditional hotel reception role.

We are looking for luxury hosts who understand that exceptional hospitality is about anticipating needs, creating genuine connections and consistently going beyond expectations.

You will have the opportunity to make a real difference as we establish new standards of service across the castle.

What you'll be doing

• Warmly welcoming guests and creating a memorable arrival experience.
• Delivering seamless and personalised check-in and check-out experiences.
• Building genuine relationships with guests and understanding the reason for their visit.
• Anticipating guest needs and proactively offering assistance throughout their stay.
• Handling enquiries, requests and feedback with confidence, professionalism and discretion.
• Managing reservations, guest profiles and room allocations through our hotel systems.
• Processing payments and ensuring billing is accurate.
• Handling telephone and email enquiries in a professional and engaging manner.
• Sharing your knowledge of Dalhousie Castle, its history and the surrounding area.
• Recommending our dining, experiences and facilities to enhance each guest's stay.
• Identifying opportunities to personalise experiences and maximise revenue where appropriate.
• Taking ownership of guest concerns and delivering thoughtful service recovery when things don't go to plan.
• Working closely with colleagues across the hotel to ensure a seamless guest journey.
• Maintaining the highest standards of presentation, communication and attention to detail.

What we're looking for

We are looking for people who genuinely love hospitality.

Previous hotel reception experience is valuable, but attitude, personality and a genuine desire to deliver exceptional service are just as important.

You’ll be someone who:

• Takes genuine pride in creating great guest experiences.
• Has exceptional attention to detail.
• Is warm, confident and naturally welcoming.
• Communicates professionally and comfortably with guests from all backgrounds.
• Understands that luxury is often found in the smallest details.
• Is confident dealing with requests, challenges and unexpected situations.
• Has a genuine interest in hospitality and wants to develop their career.
• Is commercially aware and comfortable recommending upgrades, experiences and additional services.
• Takes ownership rather than waiting to be asked.
• Works well as part of a new and ambitious team.
• Is passionate about representing Dalhousie Castle and its unique story.
• Most importantly, you will care.

You will care about the guest, care about the details and care about the reputation we are building together.

This is an opportunity to join the castle at a genuinely significant moment in its history.

Following a £6 million refurbishment, we are building something new while respecting everything that makes Dalhousie special.

You will be joining a new and exciting team, with the opportunity to help shape our service culture and establish the standards that will define the guest experience for years to come.

You won't simply be joining an established hotel and following a script.

You'll be helping us write the next chapter.

For the right person, this is an opportunity to develop your career within a historic property with serious ambitions for luxury hospitality.

A place with a story

Dalhousie Castle is not an ordinary hotel.

Our guests aren't simply arriving at a hotel — they are arriving at a 13th-century Scottish castle, surrounded by centuries of history and character.

We want our team to be proud ambassadors for that story.

Whether you're welcoming a couple celebrating a special occasion, looking after an international traveller experiencing Scotland for the first time, or helping a returning guest feel at home, you will have the opportunity to make their visit genuinely memorable.

The future starts here

We have invested significantly in the castle.

Now we're investing in the people who will bring it to life.

If you're ambitious, passionate about luxury hospitality and excited by the opportunity to be part of something new, we would love to hear from you.

Join us at Dalhousie Castle and help us create the next chapter of this remarkable Scottish story.