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 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
- 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 Management & Analytics
- Monitor online reviews and guest feedback.
- Identify recurring issues and work with relevant teams to address root causes.
- Drive improvements in NPS and guest ratings.
- Track and analyse the performance
Qualifications
- 3–6 years of experience in hospitality, guest relations, guest service or front desk
- Prior experience managing a customer-facing team in hotels .
- 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.
Click on Apply to know more.
