Guest Relations Associate

Celtic Manor Resort; Newport; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Career development

Hotel discounts

Gym membership

GP service

Wellbeing support

Pension

Social events

Job summary

Celtic Manor Resort in Newport is seeking a Customer Services Associate to join the Guest Relations team. This phone and email-based role handles inbound enquiries, supports bookings, and delivers a warm, professional service to guests from first contact to resolution.

You'll need proven experience in customer service or contact centres, strong verbal and written communication, and the ability to handle high volumes with care and accuracy in a premium hospitality environment.

Qualifications

• Experience in customer service, call centre or contact centre environments.
• Excellent verbal and written communication skills.
• Confidence handling a high volume of calls or enquiries.
• A calm, organized 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 and written communication

High volume handling

Calm and organized

People-oriented

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.