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
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.
Pay: ₹35,000.00 - ₹45,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Paid time off
- Provident Fund
Work Location: In person
