Reservations & Guest Services Officer (Operations Support)

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 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: 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 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 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 periodic on-site checks to ensure operational standards are maintained Participate in an on-call rota for urgent guest issues outside standard working hours Attend the property in person when necessary (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 Organisation and attention to detail Customer-focused approach Reliability and accountability Adaptability in a fast-paced environment Discretion and professionalism when handling guest data Hours: 39 hours per week Career level: Experienced [Non-Managerial] Closing date: 02 Jun 2026