Executive - Operations & Strategy

Executive - Operations & Strategy

Location

Mumbai

About Us

StayVista is India’s largest villa hospitality brand and has redefined group getaways. Our handpicked luxury villas are present in every famous holiday destination across the country. We curate unique experiences paired with top-notch hospitality, creating unforgettable stays. Here, you will be a part of our passionate team, dedicated to crafting exceptional getaways and curating one-of-a-kind homes. We are a close-knit tribe, united by a shared love for travel and on a mission to become the most loved hospitality brand in India.

Why Work With Us?

At StayVista, you're part of a community where your ideas and growth matter. We’re a fast-growing team that values continuous improvement. With our skill upgrade programs, you’ll keep learning and evolving, just like we do. And hey, when you’re ready for a break, our villa discounts make it easy to enjoy the luxury you help create.

Your Role

As an Executive at StayVista, you will manage and coordinate guest grievances, cancellations, emergencies, OTA escalations and critical operational issues. You will act as a central coordination point between guests and internal teams to ensure timely resolution, effective follow-ups and a seamless guest experience.

About You

Manage guest and owner grievances, cancellations, retention cases, relocations and operational escalations.

Coordinate with Operations, Customer Care and the Special Response Team (SRT) to resolve critical guest and property-related issues.

Handle OTA escalations, booking issues, refunds, social media complaints, Google reviews and NCH / legal-related cases.

Ensure adherence to cancellation, refund and operational SOPs while driving timely case resolution.

Coordinate pre-arrival, in-stay and post-checkout guest feedback.

Maintain centralised trackers, monitor pending cases and ensure timely closure.

1–3 years of experience in Customer Service, Guest Relations, Hospitality Operations or a related field.

Strong communication, coordination, problem-solving and follow-up skills, with the ability to handle complaints empathetically.

Proficiency in Excel, Google Sheets and CRM tools, with the ability to manage multiple priorities.

Flexibility to work weekends, rotational shifts, occasional night shifts and holidays.

Hospitality, travel or vacation rental experience will be an advantage.

This position includes tasks supporting Owner and Guest Management, as determined by organizational needs

Bonus Points - These are non-essential, but a bonus if you have them!

Prior experience in handling guest escalations, OTA platforms, NCH complaints or customer grievance management within the hospitality, travel or vacation rental industry.

Key Metrics

What you will drive and achieve

Grievance resolution TAT and closure rate.

Cancellation and retention performance.

Emergency and SRT response coordination TAT.

OTA escalation and stuck case closure TAT.

Customer Care escalation closure.

Our Core Values

Are you a CURATER?

Curious

Here, your curiosity fuels innovation.

User-Centric

You’ll anticipate the needs of all our stakeholders and exceed expectations.

Resourceful

You’ll creatively optimise our resources with solutions that elevate experiences in unexpected ways.

Aspire

Keep learning, keep growing—because we’re all about continuous improvement.

Trust

Trust is our foundation. You’ll work in a transparent, reliable, and fair environment.

Enjoy

We believe in having fun while building something extraordinary.

StayVista Spirit

Our Behavioral Competencies – How We Work Together

Business Acumen: You grasp the basics of our company, customers, and services, always thinking ahead in your work. You’re mindful of costs and benefits, making smart decisions while learning from risks and mistakes.

Change Management: You’re open to change, adjusting quickly to new information or challenges. Always eager to learn, you find creative ways to improve your work and seek feedback for growth.

Leadership: You set clear goals, guide your team with energy, and take full responsibility for the work, ensuring others respect your leadership through action.

Customer Centricity: You understand both internal and external customer needs and take ownership in addressing any service issues. You maintain clear communication and handle customer interactions with patience and respect.

Teamwork: You collaborate well with others, respecting diverse opinions and always contributing positively to the team. You keep lines of communication open and share your thoughts without judgment.

Result Orientation: You take responsibility for completing tasks and proactively tackle challenges to exceed expectations. You’re quick to spot issues and address them efficiently, making decisive decisions with resourcefulness.

Planning and Organizing: You handle multiple priorities well, staying organized and focused. You ensure your work is thorough, accurate, and aligned with set processes to meet goals effectively.

Communication: You communicate your ideas clearly, encourage dialogue, and ensure timely responses to your team, clients, and manager. You assert your views confidently and use multiple channels to share information effectively.

StayVista is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decisions based on race, colour, religion, caste, creed, nationality, age, sex, including pregnancy, childbirth, or related medical conditions, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected under applicable laws.