Guest Service Manager

Title: Guest Service Manager/ Front Desk Manager (Full Time)Location: Bangalore (with travel to properties as required)Department: Guest Experience / OperationsReports To: COOSalary : 4.5L - 5L CTCRole OverviewThe 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 ResponsibilitiesGuest 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 & AnalyticsTrack and report:● Occupancy-related guest service metrics● Guest satisfaction scores● NPS● Review ratings● Response times● Resolution times● Escalation trends● Team productivity metricsQualifications● 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.