Front Desk Manager

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 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 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.