Job Description About RAHO
n 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.
n Title: Guest Service Lead (Full Time)
n Location: Bangalore (with travel to properties as required)
n Department: Guest Experience / Operations
n Reports To: COO
n Salary : upto 50,000/- ctc
Role Overviewn 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 ResponsibilitiesGuest Experience & Service Excellencen ● Own the complete guest journey from pre-arrival to post-departure.
n ● Ensure all guest communication is prompt, professional, and personalized.
n ● Resolve guest concerns and escalations quickly and effectively.
n ● Monitor guest satisfaction, reviews, and feedback across all channels.
n ● Maintain and improve guest experience standards across all properties.
Team Leadershipn ● Lead, train, mentor, and manage the Guest Service team.
n ● Conduct daily briefings and performance reviews.
n ● Create schedules and ensure adequate team coverage.
n ● Foster a guest-first culture within the team.
n ● Identify training needs and drive continuous improvement.
Guest Communicationn ● Ensure guest communication is completed accurately.




n ● Oversee check-in, in-stay, and check-out interactions.
n ● Monitor WhatsApp groups and guest communication channels.
n ● Ensure all requests are tracked and closed within defined timelines.
Escalation Managementn ● Act as the primary point of contact for complex guest issues.
n ● Coordinate with Operations, Housekeeping, Maintenance, and Property Teams to resolve concerns.
n ● Maintain escalation logs and implement preventive actions.
Quality & Process Managementn ● Develop and improve SOPs for guest communication and service delivery.
n ● Audit guest interactions and service quality regularly.
n ● Monitor response times, resolution times, and service compliance.
n ● Drive consistency across all properties.
Review & Reputation Managementn ● Monitor online reviews and guest feedback.
n ● Respond to reviews professionally and promptly.
n ● Identify recurring issues and work with relevant teams to address root causes.
n ● Drive improvements in NPS and guest ratings.
Reporting & Analyticsn Track and report:
n ● Occupancy-related guest service metrics
n ● Guest satisfaction scores
n ● NPS
n ● Review ratings
n ● Response times
n ● Resolution times
n ● Escalation trends
n ● Team productivity metrics
Key Performance Indicators (KPIs)n ● Guest Satisfaction Score (CSAT)




n ● Net Promoter Score (NPS)
n ● Online Review Ratings
n ● First Response Time
n ● Issue Resolution Time
n ● Escalation Rate
n ● Repeat Guest Percentage
n ● Guest Communication Compliance
n ● Team Productivity & Quality Scores
Qualificationsn ● 3–6 years of experience in hospitality, guest relations, customer success, or hotel operations.
n ● Prior experience managing a customer-facing team.
n ● Strong communication and conflict-resolution skills.
n ● Excellent organizational and multitasking abilities.
n ● Comfortable using CRM, PMS, WhatsApp Business, Google Workspace, and task-management tools.
n ● Strong analytical and problem-solving skills.
Ideal Candidaten ● Obsessed with guest experience.
n ● Takes ownership and solves problems proactively.
n ● Calm under pressure and handles difficult situations professionally.
n ● Detail-oriented and process-driven.
n ● Solid people manager who can build and motivate teams.
n ● Thrives in a fast-growing hospitality startup environment.
What Success Looks Liken ● Guests consistently rate their experience 4.5+ stars.
n ● NPS remains above 80.
n ● Guest issues are resolved quickly with minimal escalations.
n ● Service standards are consistently maintained across all properties.
n ● The Guest Service team operates independently, efficiently, and with a strong guest-first mindset.
n Why Join RAHO?
n 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.

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