Switchboard Operator - The Parkgate Hotel

Celtic Manor Resort; Cardiff; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Career development

F&B discounts

Leisure membership

GP virtual service

Wellbeing helpline

NEST pension

Staff events

Monthly awards

End-of-year awards

Job summary

The Parkgate Hotel in Cardiff is seeking a Switchboard Operator to be the voice of the hotel, handling calls, reservations and guest enquiries with a proactive, guest‑centred approach.

You will work across Front Office with strong IT skills, experience in hospitality and a genuine passion for guest service. Training, development opportunities and a supportive team environment are offered.

Qualifications

• Customer service experience in hospitality, call centre or reservations.
• Excellent communication with a professional telephone manner.
• Strong IT skills and ability to use multiple systems.
• Experience with Microsoft Office and other computer systems.
• Previous Opera PMS/Concept experience advantageous.

Responsibilities

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

Skills

Customer service experience

Excellent telephone manner

Strong IT skills

Office applications

Opera PMS knowledge

Tools

Opera PMS

Concept

Job description

Switchboard Operator - The Parkgate Hotel

JOB TITLE – Switchboard Operator
DEPARTMENT – Front Office
CONTRACTTYPE - Permanent
RATE OFPAY -£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 thevoice of the hotel. You'll be at the heart of the guest experience, managingcalls, reservations, and guest enquiries while delivering exceptional serviceand supporting smooth hotel operations.

OUR IDEALHERO 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 -
As one of our‘Hospitality Heroes’ you will receive a host of Company benefits such as -

• 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 -
As a CelticCollection employee, you will be able to say –
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 Visasand Immigration regulations. The Celtic Collection is an equal opportunitiesemployer and welcomes applications from all individuals, regardless of age orbackground.