Group Reservations Specialist — VIP Guest Experience

The Celtic Collection; Caerleon; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Career development training

Discounts on food & beverage and hotel

Discounted leisure membership

Free GP virtual appointment service

24/7 wellbeing helpline

Nest pension scheme

Social Club

Staff appreciation events

Monthly and end-of-year awards

Job summary

The Celtic Collection in Caerleon, UK is seeking a Group Reservations Agent to manage bookings from enquiry to arrival and ensure exceptional guest service. You will liaise with internal departments, coordinate VIP requirements, and promote the collection to maximise revenue.

This role supports administration, sales, and upselling while maintaining high standards of communication and organisation in a fast-paced hospitality environment.

Qualifications

• Previous experience in reservations, hospitality, sales, or customer service.
• Excellent communication and relationship-building skills.
• Strong organisation skills with exceptional attention to detail.
• Experience using Microsoft Office, including Word and Excel.
• The ability to work accurately under pressure and to tight deadlines.
• A proactive approach to problem solving and delivering outstanding guest experiences.
• Knowledge of Opera, Delphi or group reservations systems is desirable.

Responsibilities

• Manage group bookings from enquiry to arrival, ensuring accuracy and exceptional guest service throughout.
• Liaise with internal departments to coordinate group requirements and seamless arrivals.
• Deliver a five-star service to tour operators and group organisers, providing prompt and professional support.
• Promote the facilities of the Celtic Manor Collection to maximise sales and revenue opportunities.
• Maintain accurate booking, contract and guest information across reservation systems.
• Coordinate VIP requirements, special requests and group arrivals with operational teams.
• Support departmental targets through effective administration, sales and upselling.
• Maintain excellent standards of communication, organisation and customer service.

Skills

Reservations experience

Hospitality sales

Communication

Organisation

MS Office (Word/Excel)

Under pressure

Problem solving

Group reservations systems

Tools

Opera

Delphi

Job description

The Celtic Collection in Caerleon, UK is seeking a Group Reservations Agent to manage bookings from enquiry to arrival and ensure exceptional guest service. You will liaise with internal departments, coordinate VIP requirements, and promote the collection to maximise revenue.

This role supports administration, sales, and upselling while maintaining high standards of communication and organisation in a fast-paced hospitality environment.