Switchboard Operator - The Parkgate Hotel

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

JOB TITLE

Switchboard Operator

DEPARTMENT

Front Office

CONTRACT TYPE

Permanent

RATE OF PAY

£12.72 per hour

HOURS

5 out of 7 days including weekends

LOCATION

Cardiff CF10 1DA

OVERVIEW

Join the ‘Greatest Story in Hospitality’ as a Switchboard Operator and become the voice of the hotel. You'll be at the heart of the guest experience, managing calls, reservations, and guest enquiries while delivering exceptional service and supporting smooth hotel operations.

OUR IDEAL HERO WILL HAVE

• Previous experience in a customer service, reservations, hospitality, call centre, or sales-focused role.
• Excellent communication skills with a professional and friendly telephone manner.
• Strong IT skills and confidence using multiple systems simultaneously.
• Experience using Microsoft Office applications and other computer systems.
• The ability to remain calm and organised whilst managing a high volume of calls and enquiries.
• Excellent interpersonal skills with a genuine passion for guest service.
• A proactive approach to problem-solving and supporting operational teams.
• Previous experience using Opera PMS, Concept, or similar hotel systems would be advantageous.

IMPLEMENTING OUR ‘YES, WE CAN’ PHILOSOPHY, YOU WILL

• Deliver an exceptional guest experience through professional call handling and service.
• Manage guest enquiries, reservations, and requests efficiently and 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.

BERECOGNISED AND REWARDED

• Access to career development training from day one
• Discounts on food & 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 WITHUS

• 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

RECRUITMENTINFO

In the event we receive a high number of applications, we reserve the right to close this campaign early. All applicants must have the right to live and work in the UK. Documented evidence of eligibility will be required as part of the recruitment process, in line with current UK Visas and Immigration regulations. The Celtic Collection is an equal opportunities employer and welcomes applications from all individuals, regardless of age or background.