Hotel Switchboard & Reservations Agent

The Celtic Collection; Cardiff; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Career development training

Discounts on food & beverage and hotel

Discounted leisure membership

GP virtual appointment service

Wellbeing helpline

Job summary

The Celtic Collection in Cardiff is seeking a Switchboard Operator to be the voice of the hotel. You will manage calls, reservations, and guest enquiries while delivering exceptional service and supporting smooth front office operations.

This permanent role requires excellent communication, solid IT skills, and a friendly telephone manner. Experience in hospitality or call-centre environments is preferred, with weekend shifts included.

Qualifications

• Experience in customer service, reservations, hospitality, call centres or sales-focused roles.
• Excellent communication skills with a professional telephone manner.
• Strong IT skills and confidence using multiple systems simultaneously.

Responsibilities

• Deliver an exceptional guest experience through professional call handling and service.
• Manage guest enquiries, reservations, and requests accurately.
• Support communication between hotel departments to ensure 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, meetings, and continuous improvement initiatives.

Skills

Customer service experience

Telephone etiquette

IT literacy

Office software proficiency

Multitasking under pressure

Guest service oriented

Opera PMS / Hotel systems (adv)

Tools

MS Office

Opera PMS (adv)

Concept (adv)

Job description

The Celtic Collection in Cardiff is seeking a Switchboard Operator to be the voice of the hotel. You will manage calls, reservations, and guest enquiries while delivering exceptional service and supporting smooth front office operations.

This permanent role requires excellent communication, solid IT skills, and a friendly telephone manner. Experience in hospitality or call-centre environments is preferred, with weekend shifts included.