Job Description

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

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Location: Bangalore (with travel to properties as required)

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Department: Guest Experience / Operations

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Reports To: COO

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Salary : 4.5L - 5L CTC

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Role Overview

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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.

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Key Responsibilities

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Guest Experience & Service Excellence

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- Own the complete guest journey from pre-arrival to post-departure.
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- Ensure all guest communication is prompt, professional, and personalized.
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- Resolve guest concerns and escalations quickly and effectively.
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- Monitor guest satisfaction, reviews, and feedback across all channels.
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- Maintain and improve guest experience standards across all properties.
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Team Leadership

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- Lead, train, mentor, and manage the Guest Service team.
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- Conduct daily briefings and performance reviews.
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- Create schedules and ensure adequate team coverage.
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- Foster a guest-first culture within the team.
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- Identify training needs and drive continuous improvement.
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Guest Communication

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- Ensure guest communication is completed accurately.
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- Oversee check-in, in-stay, and check-out interactions.
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- Monitor WhatsApp groups and guest communication channels.
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- Ensure all requests are tracked and closed within defined timelines.
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Escalation Management

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- Act as the primary point of contact for complex guest issues.
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- Coordinate with Operations, Housekeeping, Maintenance, and Property Teams to resolve concerns.
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- Maintain escalation logs and implement preventive actions.
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Quality & Process Management

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- Develop and improve SOPs for guest communication and service delivery.
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- Audit guest interactions and service quality regularly.
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- Monitor response times, resolution times, and service compliance.
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- Drive consistency across all properties.
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Review & Reputation Management

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- Monitor online reviews and guest feedback.
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- Respond to reviews professionally and promptly.
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- Identify recurring issues and work with relevant teams to address root causes.
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- Drive improvements in NPS and guest ratings.
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Reporting & Analytics

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Track and report:

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- Occupancy-related guest service metrics
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- Guest satisfaction scores
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- NPS
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- Review ratings
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- Response times
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- Resolution times
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- Escalation trends
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- Team productivity metrics
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Qualifications

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- 3–6 years of experience in hospitality, guest relations, customer success, or hotel operations.
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- Prior experience managing a customer-facing team.
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- Strong communication and conflict-resolution skills.
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- Excellent organizational and multitasking abilities.
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- Comfortable using CRM, PMS, WhatsApp Business, Google Workspace, and task-management tools.
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- Strong analytical and problem-solving skills.
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Ideal Candidate

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- Obsessed with guest experience.
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- Takes ownership and solves problems proactively.
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- Calm under pressure and handles difficult situations professionally.
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- Detail-oriented and process-driven.
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- Solid people manager who can build and motivate teams.
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- Thrives in a fast-growing hospitality startup environment.
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Why Join RAHO?

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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 (Bengaluru)
🏢 Raho Hospitalities
📍 Bengaluru