Specialist - Operations & Strategy

Specialist - 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 a Specialist at StayVista, you will be responsible for monitoring, auditing and evaluating the overall performance of the Central Guest Experience & Escalations team. You will ensure that all guest and owner grievances, cancellations, emergencies, OTA escalations and critical operational issues are being handled in accordance with defined SOPs, quality standards and resolution timelines. You will act as an independent quality and monitoring function, driving accountability, identifying performance gaps, ensuring timely case closures and continuously improving the team's operational efficiency and guest experience standards

About You

Manage quality audits and performance monitoring for the Central Guest Experience & Escalations team.

Track executive productivity, case allocation, resolution TAT, closure rates and SLA adherence.

Audit guest grievances, cancellations, refunds, retention cases, emergencies and OTA escalations to ensure SOP compliance.

Monitor communication quality, case follow-ups and closure effectiveness across calls, emails and WhatsApp.

Identify process gaps, recurring issues and performance deviations; drive corrective actions and training.

Prepare performance scorecards, quality reports and MIS, highlighting SLA breaches and operational bottlenecks.

Recommend process improvements to enhance productivity and guest experience.

Strong knowledge of quality audits, SOP compliance, SLA management and escalation handling.

Proficiency in Excel, Google Sheets, MIS and performance dashboards.

Strong analytical, communication, reporting and stakeholder management skills.

Ability to independently monitor performance, identify gaps and drive accountability.

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

4–7 years of experience in Quality Assurance, Operations Monitoring or Customer Experience, preferably in hospitality or travel.

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!

Experience in hospitality, travel or vacation rental operations, with exposure to guest escalations and OTA platforms.

Key Metrics

What you will drive and achieve

Overall quality audit score of the Central Guest Experience team.

Executive-wise productivity and performance monitoring accuracy.

SOP and process compliance percentage.

Case resolution TAT and SLA adherence. Pending, ageing and overdue case monitoring. Quality of guest communication and resolution effectiveness. Accuracy and timeliness of performance reports and

MIS. Identification and closure of process and performance gaps. Reduction in recurring errors and process deviations. Improvement in overall team quality and operational efficiency.

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 us