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 and efficient problem resolution. This fully remote role, open to candidates in the Philippines, is a contract position. You will be responsible for driving quality guest outcomes, ensuring high customer satisfaction scores, and achieving efficient response times. The role requires strong communication, problem-solving, and hospitality skills, along with experience in the service industry. 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
• Effectively manage repetitive, in some cases unpleasant, guest interactions with tenacity, grit, humility, and humor
• Communicate verbally and in writing with genuine care and hospitality that avoids jargon and generalizations to deliver a memorable, 5-star guest experience
• Approach problem resolution with confidence, empathy, and creativity to swiftly and successfully resolve guests’ stated and unstated needs
• Multiple years of experience in the hospitality or service industry working backward from the guests needs to deliver positive experiences and interactions
• Effectively execute established processes with precision and surfaces process deficiencies that negatively impact the guest experience
• 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
• Take pride in arriving to work on time and welcomes the opportunity to work nights and weekends

Responsibilities

• Build a personal connection with guests through phone, email, and chat support to address various 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 while staying at a Kasa property
• Drive quality outcomes for guests, ensuring problem resolution and guest satisfaction
• Achieve a Customer Satisfaction Score of 90% or higher
• Achieve a Net Quality Score of 90% or higher
• Achieve a First Contact Resolution Rate of X% or higher
• Drive efficiency of the guest experience through the achievement of average response time to a guest inquiry
• Achieve a median response time of 20m for Email
• Achieve a median response time of 5m for SMS
• Achieve a median response time of 2m for Chat
• Achieve a median response time of 20s for Phone
• Achieve a <0% of missed guest calls
• Promptly escalate and resolve guest security concerns or issues

Preferred Qualifications

Building upon your hall-of-fame communication expertise, you can facilitate conversations with guests in a second language, such as Spanish

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!