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. ● 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. 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 prospect to grow, and the chance to make a lasting impact on every guest journey.

📌 Guest Service Manager (Bengaluru)
🏢 Raho Hospitalities
📍 Bengaluru