Title: Guest Service Manager/ Front Desk Manager (Full Time)

Location: Bangalore (with travel to properties as required)

Department: Guest Experience / Operations

Reports To: COO

Salary : 4.5L - 5L 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

Qualifications

● 3–6 years of experience in hospitality, guest relations, customer success, or hotel operations.

● Prior experience managing a customer-facing team.

● Robust 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.

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.

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