Guest Service Manager

Raho Hospitalities; Karnataka; On-site; INR 600,000 - 750,000; Full time

Job summary

Raho Hospitalities in Bangalore is seeking a Guest Service Manager to lead a guest-centric team across properties, ensuring seamless, personalized service from booking to checkout.

You will coordinate with Operations, Housekeeping, Maintenance, and F&B, drive guest satisfaction, manage escalations, and build SOPs to raise service standards.

Qualifications

• 3–6 years of experience in hospitality, guest relations or front desk.
• Experience managing a customer-facing team in hotels.
• Proficient with CRM, PMS, WhatsApp Business, Google Workspace and task-management tools.

Responsibilities

• Own the complete guest journey from pre-arrival to post-checkout.
• Ensure all guest communication is prompt, professional, and personalized.
• Resolve guest concerns and escalations quickly and effectively.
• Monitor guest satisfaction, reviews, and feedback across channels.
• Maintain and improve guest experience standards across properties.
• Lead and mentor the Guest Service team; manage schedules.
• Coordinate with Operations, Housekeeping, Maintenance, and F&B.
• Audit service quality and ensure consistency across properties.
• Track and analyze guest ratings and NPS.

Skills

Hospitality leadership

Customer relations

CRM software

PMS software

WhatsApp Business

Google Workspace

Task management tools

Tools

CRM software

PMS system

WhatsApp Business

Google Workspace

Task management tools

Job description

About RAHO

Founded in June 2022 by Sidharth Somana, Simona Mohan, and Gautham Somana, Raho Hospitalities is committed to bridging the gap in quality accommodation options in non-urban destinations such as Coorg, Ooty, and Gokarna. We focus on delivering memorable, high-quality vacation experiences through thoughtful hospitality and exceptional guest service.

Title: Guest Service Manager

Location: Bangalore (with travel to properties as required)

Department: Operations

Salary: 6L to 7.5L PA

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

1. Own the complete guest journey from pre-arrival to post-departure.


2. Ensure all guest communication is prompt, professional, and personalized.


3. Resolve guest concerns and escalations quickly and effectively.


4. Monitor guest satisfaction, reviews, and feedback across all channels.


5. Maintain and improve guest experience standards across all properties.

Team Leadership

1. Lead, train, mentor, and manage the Guest Service team.


2. Conduct daily briefings and performance reviews.


3. Create schedules and ensure adequate team coverage.


4. Foster a guest-first culture within the team.


5. Identify training needs and drive continuous improvement.

Guest Communication

1. Ensure guest communication is completed accurately.


2. Oversee check-in, in-stay, and check-out interactions.


3. Monitor WhatsApp groups and guest communication channels.


4. Ensure all requests are tracked and closed within defined timelines.

Escalation Management

1. Act as the primary point of contact for complex guest issues.


2. Coordinate with Operations, Housekeeping, Maintenance, and Property Teams to resolve concerns.


3. Maintain escalation logs and implement preventive actions.

Quality & Process Management

1. Develop and improve SOPs for guest communication and service delivery.


2. Audit guest interactions and service quality regularly.


3. Monitor response times, resolution times, and service compliance.


4. Drive consistency across all properties.

Review Management & Analytics

1. Monitor online reviews and guest feedback.


2. Identify recurring issues and work with relevant teams to address root causes.


3. Drive improvements in NPS and guest ratings.


4. Track and analyse the performance

Qualifications

1. 3-6 years of experience in hospitality, guest relations, guest service or front desk


2. Prior experience managing a customer-facing team in hotels .


3. Comfortable using CRM, PMS, WhatsApp Business, Google Workspace, and task-management tools.

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.