Executive - Operations & Strategy
StayVista (company site, opens in a new tab)1–3 yrsMumbaiOn-siteDirect career pageEst. 5–8 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Manage and coordinate guest grievances, cancellations, emergencies, OTA escalations, and critical operational issues to ensure timely resolution.
- Act as central coordination point between guests and internal teams including Operations, Customer Care, and Special Response Team (SRT).
- Maintain centralized trackers, monitor pending cases, and drive closure to achieve key metrics such as grievance resolution TAT and cancellation/retention performance.
Minimum Requirements
- 1–3 years of experience in Customer Service, Guest Relations, Hospitality Operations, or a related field.
- Proficiency in Excel, Google Sheets, and CRM tools.
- Flexibility to work weekends, rotational shifts, occasional night shifts, and holidays.
- Work Experience Required: 1–3 years in related domains (Customer Service, Hospitality, Guest Relations).
Ideal Candidate Profile
- Experience handling guest escalations, OTA platforms, and customer grievance management in hospitality, travel or vacation rental industry is a strong advantage.
- Ability to manage multiple priorities with strong communication, coordination, and problem-solving skills focused on operational execution.
- Comfortable working in a fast-paced, shift-based environment requiring cross-team collaboration and adherence to SOPs for cancellation, refund, and operational issues.