General Manager - Operations & Strategy

StayVista; Mumbai; Vor Ort; INR 900.000 - 1.500.000; Vollzeit

Zusammenfassung

StayVista in Mumbai is seeking a General Manager to drive central operations strategy, governance, guest experience, and performance improvement across StayVista’s national portfolio.

You will work with the Associate Director – Central Operations and collaborate with regional operations, facility management, customer experience, technology, finance, and other teams to establish scalable operational frameworks, streamline processes, and deliver measurable business outcomes.

Qualifikationen

• Hospitality operations experience at scale.
• Ability to develop SOPs and governance structures.
• Strong leadership with cross-functional collaboration.
• Track record of improving guest satisfaction and cost control.

Aufgaben

• Drive central operations strategy and governance.
• Collaborate with regional ops, facilities, tech, finance, and customer experience.
• Establish scalable operational frameworks and processes.
• Develop dashboards, MIS, and performance reports.
• Lead and mentor central operations teams and drive continuous improvement.
• Support Owner and Guest Management as needed.

Kenntnisse

Central operations planning

Governance frameworks

Guest experience improvement

Process optimization

Dashboard creation

Jobbeschreibung

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 General Manager at StayVista, you will be responsible for driving central operations strategy, operational governance, guest experience, process excellence, and performance improvement across StayVista’s national portfolio. You will work closely with the Associate Director – Central Operations and collaborate with regional operations, facility management, customer experience, technology, finance, and other teams to establish scalable operational frameworks, streamline processes, and deliver measurable business outcomes.

About You

• Developing central operations strategies, SOPs, scorecards, and governance frameworks aligned with business objectives.
• Monitoring regional and property performance, identifying operational gaps, and driving corrective actions.
• Driving guest experience, satisfaction scores, OTA ratings, grievance management, escalations, and service quality.
• Establishing resolution SLAs, escalation protocols, and root-cause analysis to improve guest experience.
• Overseeing facility management, property readiness, preventive maintenance, repairs, utilities, and vendor performance.
• Driving property audits, cleanliness standards, maintenance efficiency, and compliance across locations.
• Improving operational processes through SOPs, workflows, automation, and digital adoption.
• Developing dashboards, MIS, and performance reports to track operational efficiency and business outcomes.
• Identifying cost optimisation opportunities across manpower, maintenance, vendors, and operational expenses.
• Collaborating with regional operations, Finance, Technology, Customer Experience, and other teams to ensure effective execution.
• Leading and mentoring central operations teams, driving accountability, ownership, and continuous improvement.
• 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, vacation rentals, or multi-location operations.

Key Metrics: What you will drive and achieve

• Guest Experience
• Grievance & Call Centre Cancellation Management
• Operational Excellence
• Facility Management Quality & Compliance Cost & Strategic Execution
• 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 leverage your understanding of the company and market to create opportunities. By monitoring market shifts, you guide service modifications and benchmark against competitors, taking calculated risks for long-term growth.
• Change Management: You anticipate change and guide your team through it, aligning goals with the company’s vision. You lead learning initiatives, address resistance, and use innovative solutions to drive progress.
• Leadership: You set measurable expectations, coach your team through challenges, and inspire them to reach their potential. By leading with both firmness and compassion, you develop future leaders and motivate others to take action.
• Customer Centricity: You keep customer needs and industry trends top of mind, going above and beyond to align our services with their expectations. You build lasting relationships by thinking creatively and resolving escalated issues effectively.
• Teamwork: You create opportunities for collaboration, remove organizational barriers, and encourage diversity to build stronger, more effective teams. You share both successes and failures, fostering unity and teamwork.
• Result Orientation: You’re passionate about continuous improvement, maintaining focus under pressure, and spotting opportunities aligned with the company’s strategic goals. You use your expertise to make timely, impactful decisions.
• Planning and Organizing: You plan across functions, delegating tasks that add value to the business. By introducing new modeling practices, you ensure that every effort contributes to the company’s bottom line.
• Communication: You communicate effectively with diverse viewpoints, guiding others to reach mutually acceptable solutions. You influence key decisions and use various channels to share important messages across the organization.

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.

Required Skills

Change Management Planning and Organizing Aspire Business Accumen Communication Ownership Leadership Resourseful Customer Centricity