Guest Relations Associate

The Celtic Collection; Caerleon; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Career development

Hotel discounts

Gym & leisure discount

Free GP service

Wellbeing support 24/7

Pension scheme

Social events

Job summary

The Celtic Collection in Newport is seeking a Customer Services Associate to join our Guest Relations team. This role is phone and email based, handling inbound enquiries, supporting guest bookings and information, and delivering a warm, professional service from first contact to resolution.

You'll work in a premium hospitality environment, with opportunities to develop your career from day one, enjoy hotel and dining discounts, and access wellbeing and pension benefits.

Qualifications

• Experience in customer service, call centre or contact centre roles.
• Excellent verbal and written communication skills.
• Ability to handle high volumes of calls or enquiries.
• Calm, organised approach with attention to detail.
• Passion for helping people.

Responsibilities

• Respond to inbound calls and emails from guests.
• Provide clear, accurate information about hotels, dining and facilities.
• Deliver friendly, professional service on every interaction.
• Take ownership of guest queries and resolve them efficiently.
• Create a positive guest experience from first contact to resolution.

Skills

Customer service experience

Verbal communication

Written communication

Calm under pressure

Attention to detail

Job description

Job Title: Customer Services Associate

Location: Celtic Manor Resort, Newport (NP18 1HQ)

Hours: 37.5 per week | Permanent

Pay: £12.77 per hour + excellent benefits

Job ID -REQ6585

Overview

Looking for a customer service role in Newport where your communication skillsreally make a difference?
We’re hiring a Customer Services Associate to join our Guest Relations team.This is a phone and email-based role, ideal for candidates from call centres,contact centres, retail customer service or office-based service roles.
You’ll handle inbound enquiries, support our guests with bookings andinformation, and deliver a warm, professional service every time.

What you’ll be doing

• 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

What we’re looking for

• 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

Why join us?

This is a great opportunity to use your customer service skills in a premiumhospitality environment - combining the pace of a contact centre with a morepersonal, rewarding guest experience.

Benefits include

• Career development from day one
• Discounts on hotel stays, food and drink
• Discounted gym & leisure membership
• Free GP virtual service
• 24/7 wellbeing support
• Pension scheme
• Social events and recognition awards

The Celtic Collection is committed to being an equal opportunities employer. Wewelcome applications from all individuals regardless of age, disability, genderidentity, marital status, race, religion or belief, sex, or sexual orientation. We strive to ensure a fair and inclusive recruitment process for all candidates.