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, 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 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 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, Whats App 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. Robust 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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