Specialist - Stay Experience

Specialist - Stay Experience

Location: Lonavala

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 – Stay Experience, you will be at the forefront of delivering outstanding guest satisfaction across our premium villas. You will manage end-to-end guest journeys, handle complex escalations, and support junior team members while ensuring excellence in service delivery. This role demands strong ownership, attention to detail, and a passion for elevating every touchpoint of the guest experience.

About You

• Own the guest experience lifecycle — from pre-arrival coordination to post-checkout feedback.
• Resolve high-priority guest escalations swiftly with a professional and empathetic approach.
• Lead and guide Stay Experience Executives by providing mentorship and on-the-job support.
• Conduct villa audits and coordinate with cross-functional teams to ensure property readiness and service consistency.
• Analyze guest feedback, identify trends, and work with the team to improve service standards.
• Ensure SOPs and service guidelines are adhered to across all guest touchpoints.
• Collaborate with internal teams for special guest requests, surprise elements, and upselling opportunities.
• Take ownership of quality checks, ensuring smooth ground-level execution across assigned villas or zones.
• Bachelor's degree in Hospitality, Business, or related field.
• 4–5 years of experience in guest-facing roles within hospitality, travel, or customer experience.
• Excellent communication, conflict resolution, and team coordination skills.
• Strong organizational skills and the ability to multitask in a fast-paced environment.
• Willingness to travel frequently to villa locations and ensure on-site service excellence.

Key Metrics: What you will drive and achieve

Guest Communication

Feedback

Revenue

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 organization, 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.