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

nLocation: Bangalore (with travel to properties as required)

nDepartment: Guest Experience / Operations

nReports To: COO

nSalary : 4.5L - 5L CTC

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nRole Overview

nThe 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.

nKey Responsibilities

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nGuest Experience & Service Excellence

n● 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.

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nTeam Leadership

n● 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.

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nGuest Communication

n● 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.

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nEscalation Management

n● 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.

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nQuality & Process Management

n● 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.

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nReview & Reputation Management

n● 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.

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nReporting & Analytics

nTrack 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

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nQualifications

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

n● Prior experience managing a customer-facing team.

n● Solid 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.

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nIdeal Candidate

n● 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● Strong people manager who can build and motivate teams.

n● Thrives in a fast-growing hospitality startup environment.

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nWhy Join RAHO?

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nJoin 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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