Guest Experience Porter – Warm Welcome & Luggage Support

Dalhousie-Castle; Bonnyrigg; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Pension Scheme

Discounted Hotel Stays across our 7H

Discounted Food and Beverage across 7H

Job summary

Dalhousie Castle in Bonnyrigg, United Kingdom, is seeking a friendly Hotel Porter to join the Front Office team. You will welcome guests, assist with luggage, escort guests to rooms and support Reception with practical requests.

The right candidate is warm, reliable, well-presented and comfortable working independently. Prior hotel or customer service experience is beneficial but not essential.

Qualifications

• Warm, approachable and naturally confident with guests.
• Physically comfortable assisting with luggage throughout a shift.
• Well presented with excellent personal grooming.
• Reliable and punctual.
• Comfortable working independently when required.
• Observant and attentive to small details.
• Willing to take ownership of guest requests.
• Able to communicate clearly with Reception and the wider hotel team.
• Calm and professional when dealing with guest concerns.
• Previous hotel or customer-service experience is beneficial but not essential for the right person.

Responsibilities

• Provide a warm and professional welcome to guests arriving at Dalhousie Castle.
• Meet and greet guests at the entrance and assist with luggage from vehicles.
• Escort and room guests, providing a confident introduction to their room and key hotel facilities.
• Assist departing guests with luggage and loading vehicles.
• Ensure luggage is handled carefully, securely and efficiently.
• Store and retrieve guest luggage when required.
• Maintain a strong presence around the hotel entrance, Reception and arrival areas.
• Keep the entrance, driveway and immediate guest-facing areas tidy and presentable.
• Assist guests with directions and general questions about the Castle and local area.
• Support Reception with arranging taxis and other straightforward guest requests.
• Deliver items to guest bedrooms when requested.
• Assist with guest amenities, special occasion arrangements and VIP preparations.
• Support the movement of luggage for room changes.
• Assist Reception and other departments during busy arrival and departure periods.
• Report maintenance, cleanliness or presentation issues immediately.
• Maintain excellent grooming and uniform standards.
• Follow hotel health & safety, manual handling, fire and security procedures.
• Take ownership of guest requests rather than simply passing them to another team member.
• Communicate relevant guest information to Reception and update the handover where appropriate.
• Rooming Standards

Skills

Customer service

Luggage handling

Communication

Grooming

Reliability

Independence

Attention to detail

Guest interaction

Job description

Dalhousie Castle in Bonnyrigg, United Kingdom, is seeking a friendly Hotel Porter to join the Front Office team. You will welcome guests, assist with luggage, escort guests to rooms and support Reception with practical requests.

The right candidate is warm, reliable, well-presented and comfortable working independently. Prior hotel or customer service experience is beneficial but not essential.