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 : 4.5 L - 5 L 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, qualified, 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 Whats App 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 con

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