Guest Experience Specialist - Reservations

Summary

Join Kasa as a fully remote Guest Experience Specialist in the Philippines! You will build relationships with guests via phone, email, and chat, addressing their questions and helping them book Kasa stays. Your focus is creating a 5-star experience through efficient support and personalized recommendations. This contract position requires strong communication, problem-solving, and hospitality skills, along with experience in the service industry. Kasa offers competitive salary, remote work flexibility, travel credits, and other perks. Apply today and unleash your career potential!

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 surface 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 welcome the opportunity to work nights and weekends

Responsibilities

• Build a personal connection with guests through phone, email, and chat support
• Address a variety of questions and scenarios of travelers considering booking a Kasa stay
• Create a 5-star guest reservation experience through genuine care and efficient reservation support
• Assess guests' travel needs and recommend suitable Kasa accommodations
• Maintain the productivity threshold of guest interactions per hour
• Drive efficiency of the guest experience through the achievement of average response time to a guest inquiry
• Drive quality outcomes for guests ensuring problem resolution and guest satisfaction
• Achieve a target conversion rate of prospective guest inquiries to a confirmed Kasa booking

Preferred Qualifications

• Deliver a compelling value proposition to prospective guests to promote the booking of a Kasa stay
• Ask thoughtful questions that will prompt dialogue with guests to elicit information that will lead to booking a Kasa stay
• 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!