General Manager Operations

General Manager - Operations & Strategy

Location:

Mumbai

About Us

Stay Vista 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 Stay Vista, 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 Stay Vista, you’ll be responsible for the overall guest experience across all regions, working closely with regional managers to ensure consistent service delivery. The General Manager you will also focus on improving the company’s overall guest satisfaction ratings.

About You

- Develop and implement company-wide guest experience strategies.
- Lead cross-functional teams in initiatives to enhance guest experience.
- Monitor and report on guest satisfaction metrics at a national level.
- Take ownership of guest satisfaction, staff performance, and operational excellence.
- Manage and mentor senior staff
- Develop operational SOPs and improvement initiatives
- Analyze guest feedback and implement corrective action
- Large scale operations, define process drive with large set of people
- Data insights and process improvements.
- KYC of guest to be maintained, guest feedback score, cancellation and grievances management
- 7+ years of experience in a similar role.
- Master's Degree in Hospitality, Business Administration, 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!

- Should be a team-player.

Key Metrics:
What you will drive and achieve

- KYC for guest registration
- Vista Feedback Score
- OTA feedback Score
- Upsell

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.

Stay Vista 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…