Senior Executive - Grievance & Resolution Executive

StayVista Private Limited; Mumbai; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Villa discounts

Skill upgrade programs

Job summary

StayVista Private Limited in Mumbai is seeking a Senior Executive to manage guest grievances with empathy and professionalism. You will own cases end-to-end, coordinate with Operations and other stakeholders, and ensure timely, customer-focused resolutions while upholding company policies.

You will maintain accurate case documentation, communicate effectively with guests, and contribute to a fast-paced team focused on delivering exceptional hospitality experiences and maintaining StayVista's

Qualifications

• Handle guest grievances, escalations, and service-recovery cases.
• Take end-to-end ownership of cases until closure.
• Coordinate with Operations and internal stakeholders.
• Communicate with guests professionally and empathetically.
• Maintain accurate case documentation.
• Balance guest experience with company policies.

Responsibilities

• Handle guest grievances and resolve issues with empathy.
• Own cases from start to finish and ensure timely resolutions.
• Collaborate with Operations to coordinate corrective actions.
• Maintain documentation and regular updates to guests.

Skills

Guest relations

Communication

Empathy

Stakeholder management

Problem solving

Work under pressure

Tools

CRM software

Job description

About Us

StayVista is

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 Senior Executive at StayVista, you will be responsible for handling guest grievances and challenging customer situations with empathy and professionalism. You will take ownership of issues, coordinate with multiple internal stakeholders, and ensure timely and effective resolution of guest concerns while maintaining a strong customer-focused approach.

About You

• Handle guest grievances, escalations, and service-recovery cases.
• Take end-to-end ownership of cases until closure.
• Assess issues and drive appropriate resolutions.
• Coordinate with Operations and internal stakeholders.
• Escalate and resolve critical cases promptly.
• Maintain accurate case documentation.
• Communicate with guests professionally and empathetically.
• Balance guest experience with company policies.
• Ensure timely resolution and effective service recovery.
• Handle difficult conversations with professionalism.
• Maintain strong ownership and stakeholder management.
• Work effectively in a fast-paced environment.
• 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 hospitality, travel, or vacation rentals is a plus.

Key Metrics: What you will drive and achieve

• Communication
• Logical Thinking
• Data Collection
• Customer Retention

Our Core Values:

• 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.