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 ResponsibilitiesGuest Experience & Service Excellence
- Own the complete guest journey from pre-arrival to post-departure.
- Ensure all guest communication is prompt, skilled, 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.
- Identi

📌 Front Office Manager (Bengaluru)
🏢 Raho hospitality private lmt
📍 Bengaluru