Job Type: Full-time

Title: Guest Service Manager/ Front Desk Manager (Full Time)Location: Bangalore (with travel to properties as required)Department: Guest Experience / OperationsReports To: COOSalary : 4.5L - 5L CTCRole OverviewThe 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, 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 & AnalyticsTrack and report:●Occupancy-related guest service metrics●Guest satisfaction scores●NPS●Review ratings●Response times●Resolution times●Escalation trends●Team productivity metricsQualifications●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.

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