Front Desk Manager

Start Date

Starts Immediately

CTC (ANNUAL)

Competitive salary Market-competitive salary

Experience

3 year(s)

3 year(s)

Apply By

Not Provided

Posted few hours ago

Job

Be an early applicant

About the job

About RAHO

Founded in June 2022 by Sidharth Somana, Simona Mohan, and Gautham Somana, Raho Hospitalities is committed to bridging the gap in quality accommodation options in non-urban destinations such as Coorg, Ooty, and Gokarna. We focus on delivering memorable, high-quality vacation experiences through thoughtful hospitality and exceptional guest service.

Title: Guest Service Lead (Full Time)

Location: Bangalore (with travel to properties as required)

Department: Guest Experience / Operations

Reports To: COO

Salary : upto 50,000/- ctc

Role Overview

The Guest Service Lead is responsible for ensuring every guest receives exceptional, seamless, and personalized service from booking confirmation to post-checkout. This role manages the Guest Service team, drives guest satisfaction, maintains service standards, and works closely with Operations, Housekeeping, Maintenance, and F&B; teams to deliver memorable stays.

Key Responsibilities Guest Experience & Service Excellence

Own the complete guest journey from pre-arrival to post-departure.

Ensure all guest communication is prompt, professional, and personalized.

Resolve guest concerns and escalations quickly and effectively.

Monitor guest satisfaction, reviews, and feedback across all channels.

Maintain and improve guest experience standards across all properties.

Team Leadership

Lead, train, mentor, and manage the Guest Service team.

Conduct daily briefings and performance reviews.

Create schedules and ensure adequate team coverage.

Foster a guest-first culture within the team.

Identify training needs and drive continuous improvement.

Guest Communication

Ensure guest communication is completed accurately.

Oversee check-in, in-stay, and check-out interactions.





Monitor WhatsApp groups and guest communication channels.

Ensure all requests are tracked and closed within defined timelines.

Escalation Management

Act as the primary point of contact for complex guest issues.

Coordinate with Operations, Housekeeping, Maintenance, and Property Teams to resolve concerns.

Maintain escalation logs and implement preventive actions.

Quality & Process Management

Develop and improve SOPs for guest communication and service delivery.

Audit guest interactions and service quality regularly.

Monitor response times, resolution times, and service compliance.

Drive consistency across all properties.

Review & Reputation Management

Monitor online reviews and guest feedback.

Respond to reviews professionally and promptly.

Identify recurring issues and work with relevant teams to address root causes.

Drive improvements in NPS and guest ratings.

Reporting & Analytics

Track and report:

Occupancy-related guest service metrics

Guest satisfaction scores

NPS

Review ratings

Response times

Resolution times

Escalation trends

Team productivity metrics

Key Performance Indicators (KPIs)

Guest Satisfaction Score (CSAT)

Net Promoter Score (NPS)

Online Review Ratings

First Response Time

Issue Resolution Time

Escalation Rate

Repeat Guest Percentage

Guest Communication Compliance

Team Productivity & Quality Scores

Qualifications

36 years of experience in hospitality, guest relations, customer success, or hotel operations.

Prior experience managing a customer-facing team.

Strong communication and conflict-resolution skills.





Excellent organizational and multitasking abilities.

Comfortable using CRM, PMS, WhatsApp Business, Google Workspace, and task-management tools.

Strong analytical and problem-solving skills.

Ideal Candidate

Obsessed with guest experience.

Takes ownership and solves problems proactively.

Calm under pressure and handles difficult situations professionally.

Detail-oriented and process-driven.

Strong people manager who can build and motivate teams.

Thrives in a fast-growing hospitality startup environment.

What Success Looks Like

Guests consistently rate their experience 4.5+ stars.

NPS remains above 80.

Guest issues are resolved quickly with minimal escalations.

Service standards are consistently maintained across all properties.

The Guest Service team operates independently, efficiently, and with a strong guest-first mindset.

Why Join RAHO?

Join a team that's redefining hospitality through thoughtful stays, exceptional service, and memorable experiences. At RAHO, you'll have the freedom to lead, the opportunity to grow, and the chance to make a lasting impact on every guest journey.

Earn certifications in these skills

Who can apply

Only those candidates can apply who:

1. have minimum 3 years of experience

Salary

Probation:

Duration:

Salary during probation:

After probation:

Annual CTC: Competitive salary

Number of openings

1

Editor’s note

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.

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📌 Front Desk Manager (Bengaluru)
🏢 Raho Hospitalities
📍 Bengaluru