Guest Service Team Member

Splendid Hospitality Group; Dumfries; On-site; GBP 14,000 - 21,000; Full time

Benefits offered by this job

EAP

Hotel room discounts

Food and beverage discounts

Life assurance

Salary sacrifice - car scheme

Wages access (Earned wages)

Job summary

Splendid Hospitality Group is seeking a Guest Service Team Member for Mercure Dumfries, UK. This full-time role involves serving as the first point of contact, delivering efficient and personal service, and helping guests from check-in to departure with a calm, knowledgeable approach.

Join a team committed to hospitality excellence under a government contract, offering the chance to contribute to memorable guest experiences while working in a fast-paced environment.

Responsibilities

• Check-ins and bookings handling
• Answering questions and supporting across departments
• Provide warm welcome and local recommendations
• Be a team player and flexible to help where needed

Job description

Guest Service Team Member

Department: Front Office

Employment Type: Full Time

Location: Mercure Dumfries

Compensation: £12.71 / hour

Description

Picture this: you’re the friendly face that sets the tone for every guest’s stay — creating a warm welcome from the very first moment. You deliver service that’s both efficient and personal, anticipating needs, sharing recommendations, and making every interaction feel effortless.

You move confidently between tasks — handling bookings, answering questions, and supporting across departments — always bringing a calm, informed, and approachable style. No two shifts are ever the same: new guests, new stories, and new opportunities to make someone’s day that little bit brighter.

As a Guest Service Team Member, you’re more than just part of the team — you’re part of the experience, shaping the moments and memories our guests will carry with them long after they leave.

Operating under a government contract, this isn't a traditional hospitality environment—but it is a place where operational excellence and genuine care for people make all the difference.

What You Will Do In This Splendid Role

As the first point of contact, you’ll play a key role in shaping our guests’ stay, offering a warm welcome and support that turn good visits into great ones. Here’s what you’ll be doing:

• Using your approachable personality to build great connections with guests.
• Demonstrating your confidence in handling check-ins, bookings and guest requests.
• You’ll bring great communication skills and love sharing your local know-how to help guests make the most of their stay.
• Being a team player who’s flexible and happy to help wherever needed.

What Makes You Splendid?

We live by our values – and we’d love you to bring them to life every day:

• Open - You’re friendly and welcoming, helping guests feel right at home.
• Nimble – You adapt quickly, handling whatever the day brings with ease.
• Brilliant - You take pride in the little touches that make a big difference.
• Honest - You’re reliable and trustworthy, building confidence through your actions.

Show up with your spark and care for others, and we’ll provide the tools for you to thrive.

Benefits

When you join Splendid, you will enjoy a reward package to support your lifestyle, wellbeing and career. Here are just some of the benefits on offer:

• Employee Assistance Programme (EAP) - confidential wellbeing support whenever you need it with 24/7 access to remote GP appointments.
• Hotel Room Discounts - stay with us or our partner hotels at special team rates including discounted rates for friends and family.
• Food & Beverage Discounts - enjoy meals and drinks at reduced prices across our hotels.
• Life Assurance - peace of mind for you and your loved ones.
• Salary Sacrifice - Car Scheme: our team members can enjoy the ultimate benefit of driving a brand new, full insured and maintained car for a fixed monthly amount taken from their salary.
• Stream - access your earned wages up to 50% whenever you need them giving you financial flexibility and Highstreet discounts available.
• Pension - auto enrolment into the company pension scheme.
• Learning & Development - opportunities available to progress your skills and career.