Hotel Porter

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

We are looking for a friendly, professional and proactive Hotel Porter to join our Front Office team at Dalhousie Castle.

The Porter plays an important part in creating a memorable first and last impression for our guests. This is a guest-facing role focused primarily on welcoming and rooming guests, assisting with luggage, maintaining the entrance and guest arrival areas, and supporting Reception with practical guest requests.

Key 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

The Porter should be able to confidently escort guests to their room rather than simply carrying their luggage.

During rooming, the Porter should:

• Engage naturally with the guest on the journey to their room.
• Assist with all appropriate luggage.
• Open the room and allow the guest to enter first.
• Place luggage neatly in the appropriate area.
• Give a brief introduction to important room features.
• Highlight relevant hotel facilities and dining locations.
• Check that the guest is comfortable with the room before leaving.
• Ask whether there is anything else they can assist with.
• Report any indication that a guest is unhappy with their room immediately to Reception so that it can be addressed.

What We’re Looking For

We are looking for someone who is:

• 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.

Our Values

Transparency | We ensure clarity in communication so that there are no surprises
Ownership | We think and perform like owners
Driven | We have a constant desire for improvement
Investment in our People | We continuously invest in our people to ensure that they are the best that they can be

• Pension Scheme
• Discounted Hotel Stays across our 7H Portfolio
• Discounted Food and Beverage across our 7H Portfolio