Remote Guest Experience Specialist, Communications

Summary

Join Kasa as a Guest Experience Specialist and build personal connections with guests through phone, email, and chat support to create a 5-star guest experience. Unleash your career potential at Kasa, a tech-enabled global hospitality brand that unleashes the potential of liveable space.

Requirements

• Change Advocate: Thrive in an environment with constant change and easily adapts to new processes, technology, and/or procedures that impact day-to-day responsibilities
• Resiliency Master: Effectively manage repetitive, in some cases unpleasant, guest interactions with tenacity, grit, humility, and humor
• Hall of Fame Communicator: Communicate verbally and in writing with genuine care and hospitality that avoids jargon and generalizations to deliver a memorable, 5-star guest experience
• Smooth Operator: Approach problem resolution with confidence, empathy, and creativity to swiftly and successfully resolve guests’ stated and unstated needs
• Guest-Centric Mindset: Multiple years of experience in the hospitality or service industry working backward from the guests needs to deliver positive experiences and interactions
• Process Minded: Effectively execute established processes with precision and surfaces process deficiencies that negatively impact the guest experience
• Growth Mindset: 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
• Reliable: Take pride in arriving to work on time and welcomes the opportunity to work nights and weekends

Responsibilities

• Build a personal connection with our 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

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!