Hotel Operations Executive
- OYO
- 2 - 7 years
- Mumbai
- 9 days ago
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Job Description
Job Title: Service Specialist
Company: OYO (OYO Hotels & Homes)
Location: Mumbai
Industry: Hospitality / Hotels / Travel
Functional Area: Guest Relations / Property Management
Employment Type: Full Time
About OYO
OYO is the worlds third-largest and fastest-growing hospitality chain of leased and franchised hotels, homes, and living spaces. Founded in 2013 by Ritesh Agarwal, OYO has expanded rapidly across India and internationally, with a presence in 80+ countries including the UK, USA, UAE, China, Japan, Indonesia, and Brazil. In India, OYO partners with thousands of hotels and properties, redefining affordable and quality stays.
About the Role Service Specialist
As a Service Specialist at OYO, you will play a key role in ensuring exceptional guest experiences and driving customer satisfaction. You will work closely with property owners, managers, and staff to maintain OYOs quality standards and deliver a seamless guest experience.
Roles & Responsibilities
- Ensure guest satisfaction by monitoring feedback, reviews, and addressing concerns promptly.
- Collaborate with property owners to maintain cleanliness, maintenance, and functionality of OYO properties.
- Conduct regular property inspections to uphold OYOs brand and service standards.
- Train and mentor staff on OYO processes, guest handling, and hospitality best practices.
- Track guest satisfaction KPIs, NPS, and OTA ratings, analyze trends, and implement improvements.
- Work closely with property managers, Patrons, and regional leads to ensure smooth operations.
- Drive continuous improvement in service delivery and operational efficiency.
Requirements
- Bachelors degree in Hospitality Management, Business Administration, or equivalent experience.
- Strong communication and interpersonal skills with a customer-first approach.
- Problem-solving mindset with the ability to handle guest concerns professionally.
- Detail-oriented with a focus on quality and service excellence.
- Ability to manage multiple tasks in a fast-paced environment.
- Proficiency in using technology tools, systems, and data analytics.
- Willingness to work in shifts, including weekends and holidays.
Why Join OYO?
- Work with one of the worlds fastest-growing hospitality brands.
- Opportunity to impact millions of guest experiences.
- Dynamic, growth-oriented work culture.
Experience Required: 14 years (Hospitality / Guest Services preferred)
Job Classification
Industry: Travel & TourismFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: OYOLocation(s): Mumbai
Keyskills: Service Delivery Management Service Improvement Store Operations Service Excellence Service Delivery Service Quality Management Operations Service Operations Service Management
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