Manager - Operations

StayVista Private Limited; New Delhi; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Personal vehicle access (two-wheeler/4

Bonus points program

Job summary

StayVista Private Limited is seeking a Manager - Operations in Delhi to serve as the primary guest contact, ensuring seamless, memorable stays. You will listen to guest preferences, promptly address requests, and resolve issues to maintain top-tier guest satisfaction.

You will uphold StayVista standards, manage post-stay feedback, and coordinate with the property operations team on improvements. A minimum of 5 years in guest handling or guest experience is required.

Qualifications

• 5 years of work experience in guest handling or managing guest experience.
• Bachelor's/Master's degree in Business, Hospitality Management, Real Estate, Facility Management or related field.
• Strong focus on guest satisfaction, accuracy and efficiency.

Responsibilities

• Serve as the main point of contact for guests to ensure a smooth, memorable stay.
• Promptly handle guest requests, resolve issues, and provide timely solutions.
• Monitor and uphold StayVista standards and metrics, including guest satisfaction.
• Coordinate post-booking services, feedback collection, and grievance handling.
• Report property damages to the operations team and collaborate on improvements.

Skills

Guest handling

People management

Customer service

Operations coordination

Education

Bachelor's/Master's in Business or Hospitality

Job description

Manager - Operations

Location: Delhi

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, youre 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 Manager at StayVista, you will be the main point of contact for our guests, making sure they have a smooth and unforgettable experience. Youll listen to what each guest likes, handle their requests promptly, and solve any small issues that come up quickly. Your goal is to ensure that every guest feels well taken care of and leaves with a positive impression.

About You

• Responsible for ensuring seamless guest experience.
• Take ownership of guest issues and follow problems through to resolution.
• Make decisions that are in the best interest of the company and the guests.
• Meet and maintain Vista standards and metrics such as guest satisfaction, accuracy, and efficiency.
• Provide guidance or assistance during the stay, post-booking to check-out, grievance handling, and provide timely solutions.
• Ensuring timely collection of feedback post guests stay.
• Reporting any damage of the property to the property operation team.
• Keep up with the industry s developments and apply best practices to the areas of improvement.
• 5 years of work experience in guest handling or managing guest experience.
• Bachelor s/Master s degree in Business, Hospitality Management, Real Estate, Facility Management or a related field.
• 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!

• Access to a personal two-wheeler or four-wheeler for added flexibility in service.

Key Metrics: what you will drive and achieve

• Guest Registration
• Efficiency OTA
• Guest Feedback Score
• Upsell Conversion Rate
• 3-Star Rating Percentage Guest Walkout Rate

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 know our services, business drivers, and industry trends inside out. You anticipate challenges in your area, weigh the impact of decisions, and track competitors to stay ahead, viewing risk as a chance to excel.
• Change Management: You embrace change and actively look for opportunities to improve efficiency. You navigate ambiguity well, promote innovation within the team, and take ownership of implementing fresh ideas.
• Leadership: You provide direction, delegate effectively, and empower your team to take ownership. You foster passion and pride in achieving goals, holding yourself accountable for the team s successes and failures.
• Customer Centricity: You know your customers business and proactively find solutions to resolve their challenges. By building rapport and anticipating issues, you ensure smooth, win-win interactions while keeping stakeholders in the loop.
• Teamwork: You actively seek input from others, work across departments, and leverage team diversity to drive success. By fostering an open environment, you encourage constructive criticism and share knowledge to achieve team goals.
• Result Orientation: You set clear goals for yourself and your team, overcoming obstacles with a positive, solution-focused mindset. You take ownership of outcomes and make informed decisions based on cost-benefit analysis.
• Planning and Organizing: You analyze information systematically, prioritize tasks, and delegate effectively. You optimize processes to drive efficiency and ensure compliance with organizational standards.
• Communication: You communicate with confidence and professionalism, balancing talking and listening to foster open discussions. You identify key players and use the right channels to ensure clarity and gain support.

StayVistais 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.