Reservations & Guest Services Officer (Operations Support)

About the Role:

The Galway Rooms is a modern, self-check-in accommodation provider offering a contactless guest experience in the heart of Galway’s vibrant West End.

We are seeking a Reservations & Guest Services Officer (Operations Support) to manage guest communications, reservations, and operational coordination, based from our city-centre offices, while also being available on-call to respond to urgent issues that may require in-person attendance at the property.

This is a hybrid operational role, combining administrative coordination, customer service, and hands-on property oversight to support the day-to-day running of a self-service accommodation business.

Key Responsibilities:

Reservations & Administration

• Manage all incoming reservations via online travel agents (OTAs), direct bookings, and internal systems
• Monitor pricing, availability, and booking accuracy across platforms (e.g. Booking.com, Airbnb)
• Process amendments, cancellations, and payment queries
• Maintain accurate guest records in line with GDPR requirements
• Prepare monthly reports for management on pricing, occupancy, guest reviews, and budget performance

Guest Communication & Support

• Provide timely and professional responses to guest enquiries via email, phone, and messaging platforms
• Issue check-in instructions and ensure guests have all required information for a smooth arrival
• Handle complaints, feedback, and service recovery in a calm and solution-focused manner
• Maintain a high standard of written communication consistent with brand tone

Operational Coordination

• Liaise with housekeeping and maintenance teams to ensure room readiness, quality and issue resolution
• Monitor daily arrivals/departures and flag operational concerns
• Report and document incidents, maintenance issues, or guest concerns
• Conduct daily on-site checks to ensure operational standards are maintained

On-Call & Emergency Response

• Participate in an on-call rota for urgent guest issues outside standard working hours (e.g. lockouts, system failures, safety concerns)
• Coordinate emergency responses and escalate issues appropriately
• Maintain emergency procedures, including fire safety records and incident logs
• Carry out periodic building walkthroughs to ensure compliance and safety standards

Candidate Requirements:

• Minimum 1–2 years’ experience in hospitality, customer service, or administrative support
• Experience with property management systems (PMS) and channel managers
• Strong written and verbal communication skills in English
• High level of IT literacy (email systems, booking platforms, spreadsheets)
• Ability to work independently and manage workload effectively
• Strong problem-solving skills and ability to remain calm under pressure
• Availability to attend the property in Galway when required

Hours: Full-time (39 hours)

Salary: €36,605

Location: Galway City (Based from our city-centre offices in Woodquay, with regular operational support at the Galway Rooms.)

Please contact stay@galwayrooms.ie with your CV, relevant experience and availability.