Front Office Team Member
The Hawthorn by Galway Bay | Ireland’s Newest 5-Star Hotel
Co. Galway | Full-Time
A rare opportunity to shape the guest journey at a 5-star luxury hotel on Ireland’s west coast.
About The Hawthorn by Galway Bay
Poised on the edge of Galway Bay where land meets sea, The Hawthorn by Galway Bay is positioned to be Ireland’s newest 5-star hotel, a destination designed by nature and refined by you nestled along the Wild Atlantic Way. Surrounded by native hawthorn trees and perched beside an 18-hole championship golf course, The Hawthorn by Galway Bay features 114 meticulously designed bedrooms, 47 of which are suites, a beautiful spa with wellness spaces, destination dining, and panoramic views of the Atlantic coast.
About the Role
The Front Office Team Member acts as a primary touchpoint for guests, driving a seamless arrival-to-departure experience that reflects the service. The position requires a self-motivator with a positive attitude and an understanding of superior guest satisfaction to ensure the hotel's internal and external guests are looked after with the highest level of proactive guest service.
Key Responsibilities
- Oversee the effective operation of the Front Desk during shift.
- Process guest check-ins, assigning rooms and activating room keys.
- Co-ordinate with Housekeeping to track readiness of rooms for check-in and report any guest concerns.
- Answer, respond to and process all guest calls, messages, questions or concerns.
- Give guests information and directions regarding property and local areas of interest.
- Process check-outs and resolving any disputed charges.
- Process payments and room charges, as well as cashing guests’ personal and traveller’s cheques
- Confirm reservations and cancellations, running daily reports on the number of arrivals and departures.
- Prompt handling of customer queries, ensuring guest satisfaction at all times.
- Hands-on approach to revenue generation, taking the initiative to achieve the best possible occupancy and revenue levels.
- Provide information to guests on city and surrounding attractions, current festivals, book tours and restaurants and other events.
- Assist reservations department with overflow reservations queries and deal with reservations calls when reservations office is closed.
- Accurately maintain guest records, preferences, and feedback to enhance personalised service and guest retention.
- Follow Front Office etiquette and guideline as per standards set by The Hawthorn By Galway Bay.
- Become familiar with our systems where you will log all guest guests requests.
- Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities.
- Promote and upsells the entire property and our outlets with a refined and consultative approach.
- Maintain the presentation and ambience of the back office /reception area, ensuring it always a luxurious atmosphere.
- Deliver a genuine, warm, and thoughtful welcome to all guests upon arrival, maintaining a polished and professional presence throughout their stay and
- Complete shift checklists and follow departmental SOPs to drive consistent service delivery.
Preferred Experience & Skills
- Minimum 1 year of hospitality experience, ideally within Front Office or guest-facing roles.
- Strong communication, interpersonal, and organisational skills.
- High level of technological proficiency, including office software, email systems, telephony tools, and hotel PMS platforms.
- Demonstrated ability to operate in a dynamic, guest-driven environment with a calm and solutions-oriented approach.
- Commitment to service excellence, accuracy, and continuous compliance.
- Eligibility to work in Ireland.
This Job Description will be reviewed and updated on an annual basis with Front Office Manager
The Hawthorn By Galway Bay is an equal opportunity employer. We strive to create and maintain a diverse workforce where everyone is respected and included.
Pay: From €15.25 per hour
Benefits:
- Company pension
- Employee assistance program
- Food allowance
- Wellness program
Application question(s):
- Can you reliably commute to Renville, Oranmore, Co. Galway, H91 T4A4 . There is no public transport available.
- Are you eligible to work in Ireland without the need for sponsorship?
- Do you have at least one year's experience working on a front desk?
- Do you have experience working with Opera Cloud PMS system ?
Licence/Certification:
- A Driving License and are over 25 years of age (required)
Work Location: In person
