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.

Working days - 6

weekends - WFH

Salary - upto 50000 /- per month

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 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 & Analytics

Track and report:

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

Key Performance Indicators (KPIs)

- Guest Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Online Review Ratings
- First Response Time
- Issue Resolution Time
- Escalation Rate
- Repeat Guest Percentage
- Guest Communication Compliance
- Team Productivity & Quality Scores

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, WhatsApp Business, Google Workspace, and task-management tools.
- Strong analytical and problem-solving skills.
- Obsessed with guest experience.
- Takes ownership and solves problems proactively.
- Calm under pressure and handles difficult situations professionally.
- Detail-oriented and process-driven.
- Solid people manager who can build and motivate teams.
- Thrives in a fast-growing hospitality startup environment.

Pay: ₹30,000.00 - ₹50,000.00 per month

Benefits :

- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Guest Service Lead (Bengaluru)
🏢 Raho hospitality private lmt
📍 Bengaluru