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 needs to create a 5-star reservation experience. Your focus will be on assessing guest travel needs, recommending suitable accommodations, and ultimately securing bookings. This contract position requires strong communication, problem-solving, and hospitality skills. Kasa offers competitive salary, remote work flexibility, travel credits, 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
• Have 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
• Result in the booking of a Kasa stay

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!