Website:
raho.co.in
Job details:
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 Lead (Full Time)
Location: Bangalore (with travel to properties as required)
Department: Guest Experience / Operations
Reports To: COO
Salary : upto 50,000/- ctc
Role 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 & 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.
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.
What Success Looks Like● Guests consistently rate their experience 4.5+ stars.
● NPS remains above 80.
● Guest issues are resolved quickly with minimal escalations.
● Service standards are consistently maintained across all properties.
● The Guest Service team operates independently, efficiently, and with a strong guest-first mindset.
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.
Click on Apply to know more.
