Guest-Experience Switchboard Operator

Celtic Manor Resort; Cardiff; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Career development

F&B discounts

Leisure membership

GP virtual service

Wellbeing helpline

NEST pension

Staff events

Monthly awards

End-of-year awards

Job summary

The Parkgate Hotel in Cardiff is seeking a Switchboard Operator to be the voice of the hotel, handling calls, reservations and guest enquiries with a proactive, guest‑centred approach.

You will work across Front Office with strong IT skills, experience in hospitality and a genuine passion for guest service. Training, development opportunities and a supportive team environment are offered.

Qualifications

• Customer service experience in hospitality, call centre or reservations.
• Excellent communication with a professional telephone manner.
• Strong IT skills and ability to use multiple systems.
• Experience with Microsoft Office and other computer systems.
• Previous Opera PMS/Concept experience advantageous.

Responsibilities

• Deliver an exceptional guest experience through professional call handling and service.
• Manage guest enquiries, reservations and requests efficiently.
• Support communication between hotel departments for smooth operations.
• Promote hotel services, upgrades and experiences to maximise revenue.
• Maintain accurate records and ensure communication systems are operational.
• Keep up to date with hotel facilities, services and promotions.
• Participate in training and continuous improvement initiatives.

Skills

Customer service experience

Excellent telephone manner

Strong IT skills

Office applications

Opera PMS knowledge

Tools

Opera PMS

Concept

Job description

The Parkgate Hotel in Cardiff is seeking a Switchboard Operator to be the voice of the hotel, handling calls, reservations and guest enquiries with a proactive, guest‑centred approach.

You will work across Front Office with strong IT skills, experience in hospitality and a genuine passion for guest service. Training, development opportunities and a supportive team environment are offered.