Guest Experience Associate – Hospitality & Support

The Celtic Collection; Newport; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Discounts on hotel stays

Discounted gym & leisure membership

Free GP virtual service

24/7 wellbeing support

Pension scheme

Social events and recognition awards

Job summary

The Celtic Collection in Newport is seeking a Customer Services Associate to join our Guest Relations team. This role involves handling phone and email inquiries, guiding guests with bookings and information, and delivering a warm, professional service at every touchpoint.

You will respond to guests, provide clear information about our hotels, dining, and facilities, and take ownership of queries to resolve them efficiently, ensuring a positive experience from first contact to resolution.

Qualifications

• Experience in a customer service, call centre or contact centre role.
• Excellent verbal and written communication skills.
• Confidence handling a high volume of calls or enquiries.
• A calm, organised approach with strong attention to detail.
• A genuine passion for helping people.

Responsibilities

• Responding to inbound calls and emails from guests.
• Providing clear, accurate information about our hotels, dining and facilities.
• Delivering a friendly, professional and helpful service on every interaction.
• Taking ownership of guest queries and resolving them efficiently.
• Creating a positive experience from the first contact to resolution.

Skills

Customer service experience

Verbal communication

Written communication

High volume tolerance

Customer care mindset

Attention to detail

Job description

The Celtic Collection in Newport is seeking a Customer Services Associate to join our Guest Relations team. This role involves handling phone and email inquiries, guiding guests with bookings and information, and delivering a warm, professional service at every touchpoint.

You will respond to guests, provide clear information about our hotels, dining, and facilities, and take ownership of queries to resolve them efficiently, ensuring a positive experience from first contact to resolution.