Guest Relations Specialist | Customer Services

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

Benefits offered by this job

Career development

Discounts on hotel stays

Gym & leisure discount

GP virtual service

Wellbeing support

Pension scheme

Social events and recognition awards

Job summary

The Celtic Collection is seeking a Customer Services Associate in Newport to manage inbound calls and emails for guests, delivering a warm, professional service and resolving queries efficiently. You will provide information on hotels, dining and facilities while upholding high standards of guest care.

This role supports guest bookings and enquiries, requires strong communication skills, and offers meaningful career development within a premium hospitality environment.

Qualifications

• Experience in a customer service, call centre or contact centre.
• Excellent verbal and written communication.
• Ability to handle a high volume of calls or enquiries.
• Calm, organized with strong attention to detail.
• 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

Verbal communication

Written communication

High-volume calls

Detail-oriented

Empathetic approach

Job description

The Celtic Collection is seeking a Customer Services Associate in Newport to manage inbound calls and emails for guests, delivering a warm, professional service and resolving queries efficiently. You will provide information on hotels, dining and facilities while upholding high standards of guest care.

This role supports guest bookings and enquiries, requires strong communication skills, and offers meaningful career development within a premium hospitality environment.