Escalations - Executive 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 an Executive at StayVista, you will act as the escalation point for complex and high-priority guest concerns, ensuring swift, fair, and effective resolutions. This role requires strong problem-solving abilities, excellent communication skills, and a calm, empathetic approach to handling difficult conversations. You will collaborate across teams to resolve issues while balancing guest satisfaction with revenue optimization. About You Handle escalated guest concerns across calls, emails, and chats with professionalism, empathy, and strong conflict-resolution skillsTake end-to-end ownership of complex cases by coordinating with cross-functional teams for timely resolutionBalance guest satisfaction with business outcomes through effective problem-solving, retention strategies, and revenue-conscious resolutionsProvide creative and personalized solutions while ensuring adherence to company policiesMaintain accurate documentation, analyze escalation trends, and drive process improvements to reduce recurring issues2–3 years of experience in customer support, escalations, or complaint handlingStrong communication, negotiation, interpersonal, and critical-thinking skillsAbility to handle high-pressure situations and difficult customer interactions effectivelyCommercial mindset with attention to detail and strong documentation skillsProven ability to collaborate effectively with cross-functional teamsThis 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, travel, or service-oriented industriesBachelor’s degree in a relevant fieldPrior experience in escalation management, retention, or revenue-focused roles Key Metrics: What you will drive and achieve Escalation Resolution TimeCustomer Satisfaction (CSAT) for Escalated CasesRevenue Retention / Recovery from EscalationsEscalation handling RateQuality & Compliance Score 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 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.