Guest Experience Specialist

Summary

Join Kasa as a Guest Experience Specialist and build personal connections with guests through phone, email, and chat support. You will address various needs, focusing on creating a 5-star guest experience through genuine care, efficient support, and problem resolution. This fully remote role based in the Philippines is a contract position. You will be responsible for driving quality outcomes, ensuring problem resolution and guest satisfaction, and driving efficiency of the guest experience through achieving specific response time targets. Kasa offers competitive salary, remote work flexibility, travel credit, and other perks.

Requirements

• Thrive in an environment with constant change and easily adapt to new processes, technology, and/or procedures that impact day-to-day responsibilities (Change Advocate)
• Effectively manage repetitive, in some cases unpleasant, guest interactions with tenacity, grit, humility, and humor (Resiliency Master)
• Communicate verbally and in writing with genuine care and hospitality that avoids jargon and generalizations to deliver a memorable, 5-star guest experience (Hall of Fame Communicator)
• Approach problem resolution with confidence, empathy, and creativity to swiftly and successfully resolve guests’ stated and unstated needs (Smooth Operator)
• Have multiple years of experience in the hospitality or service industry working backward from the guests needs to deliver positive experiences and interactions (Guest-Centric Mindset)
• Effectively execute established processes with precision and surface process deficiencies that negatively impact the guest experience (Process Minded)
• Operate with the intention to learn, stretch and grow by proactively seeking and providing feedback and humbly sharing best practices to promote the success of the team overall (Growth Mindset)
• Take pride in arriving to work on time and welcome the opportunity to work nights and weekends (Reliable)

Responsibilities

• Build a personal connection with guests through phone, email, and chat support to address a variety of needs including questions on building and room access, points of interest, and points of dissatisfaction
• Create a 5-star guest experience through genuine care, efficient guest support, and problem resolution to enable customers to feel at home when they stay at a Kasa property
• Drive quality outcomes for guests, ensuring problem resolution and guest satisfaction
• Drive efficiency of the guest experience through the achievement of average response time to a guest inquiry

Preferred Qualifications

Facilitate conversations with guests in a second language, such as Spanish (Bilingual)

Benefits

• Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees are able to work from anywhere!
• Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations , plus a discount on any night for friends and family
• Competitive Salary: We offer total compensation at or above market rates plus additional earning opportunities based on the position
• Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!