Guest Services Associate

The Celtic Collection; Cardiff; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Discounts on F&B & hotel stays

Discounted leisure membership

Free GP virtual appointment

24/7 wellbeing helpline

Nest pension scheme

Staff appreciation events

Job summary

Join The Celtic Collection as part of our Front Office team at the Parkgate Hotel in Cardiff, supporting overnight operations from guest arrivals and departures to night audit procedures. You will assist departments across the hotel and help prepare for the following day, ensuring smooth, guest-focused service.

The ideal candidate will have night shift experience in hospitality or customer service, excellent communication skills, and a professional, welcoming approach to guest service.

Qualifications

• Experience working night shifts or within a 24-hour operation.
• Excellent communication and interpersonal skills.
• A professional and welcoming approach to guest service.
• Good IT skills, with experience of hotel systems such as Opera being advantageous.
• A flexible and proactive attitude with the ability to work independently.
• Strong organisational skills and attention to detail.
• The ability to remain calm and professional when handling guest queries.
• Desirable qualifications include First Aid at Work, Basic Food Hygiene and a Personal Licence.

Responsibilities

• Handle guest enquiries, requests and feedback professionally and efficiently
• Manage billing procedures and support the reconciliation of daily revenues
• Prepare the hotel and its outlets for the following day's business
• Maintain high standards of cleanliness, presentation and safety throughout the hotel
• Provide concierge-style assistance and extensive knowledge of hotel facilities and local attractions
• Support other departments during the overnight operation where required
• Ensure all front-of-house procedures and checklists are completed accurately

Skills

Night shift experience

Guest service

Communication skills

Attention to detail

IT skills

Tools

Opera PMS

Job description

Working closely with the Night Duty Manager and Front of House Manager, you will support all aspects of the overnight operation, from guest arrivals and departures to night audit procedures, preparing the hotel for the following day and assisting departments across the hotel as required., Support the Night Duty Manager with overnight operations and night audit procedures

• Handle guest enquiries, requests and feedback professionally and efficiently
• Manage billing procedures and support the reconciliation of daily revenues
• Prepare the hotel and its outlets for the following day's business
• Maintain high standards of cleanliness, presentation and safety throughout the hotel
• Provide concierge-style assistance and extensive knowledge of hotel facilities and local attractions
• Support other departments during the overnight operation where required
• Ensure all front-of-house procedures and checklists are completed accurately

This is an exciting opportunity for an individual who enjoys working in a guest-focused environment and takes pride in providing memorable experiences.

Our Ideal Hero Will Have

• Previous experience in a hotel, hospitality or customer service environment
• Experience working night shifts or within a 24-hour operation
• Excellent communication and interpersonal skills
• A professional and welcoming approach to guest service
• Good IT skills, with experience of hotel systems such as Opera being advantageous
• A flexible and proactive attitude with the ability to work independently
• Strong organisational skills and attention to detail
• The ability to remain calm and professional when handling guest queries
• Desirable qualifications include First Aid at Work, Basic Food Hygiene and a Personal Licence.

Join the 'Greatest Story in Hospitality' by becoming one of our Front Office Hospitality Heroes at the luxurious Parkgate Hotel in the heart of Cardiff.

Be Recognised and Rewarded

• Access to career development training from day one
• Discounts on food and beverage and hotel stays
• Discounted leisure membership
• Free GP virtual appointment service
• 24/7 wellbeing helpline
• NEST pension scheme
• Social Club
• Staff appreciation events
• Monthly and end-of-year awards

Grow With Us

• I am equipped, trained and supported to do the best job I can.
• I am proud to be part of The Celtic Collection and would recommend it to others.
• I work in an inclusive, friendly, positive and constructive environment.
• I am encouraged to learn, grow and develop and to try new things in my role.
• I am thanked and recognised for the work I do, and my views and ideas are valued.
• I am crystal clear about our ambition, and I can contribute to it every day.