Hotel Porter in Bonnyrigg

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