Guest Service Manager

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 : 4.5L - 5L 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 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

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.

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.