Guest Experience Specialist - Communications (International)

About Kasa

Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. Kasa has built a hospitality operating system that fundamentally improves the profitability of hospitality assets while delivering a high quality, digitally forward experience to guests. We partner with owners of multifamily and boutique hospitality properties to deliver stylish, professionally managed accommodations to business and leisure travelers alike. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations.

Unlike traditional hotel operators, we prioritize automation, AI-driven pricing, and data-driven decision-making to optimize revenue and improve guest experiences.

Location: This role is fully remote in the Philippines; we set a location because some job boards require it.

As a Guest Experience Specialist, you will 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. Your primary focus will be creating 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. This role is based in the Philippines and is a contract position.

Unleash your career potential at Kasa

We're building a tech-enabled global hospitality brand that unleashes the potential of liveable space. Hospitality is at the core of who we are, and we are committed to providing our teams the same care we give our guests, neighbors, and partners.

Required Qualifications

• 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
  
  

Desired Qualifications

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

Don't meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Expected Results for Guest Experience Specialist

Key Result 1: Drive quality outcomes for guests through timely problem resolution and guest satisfaction

• Key Initiative: Achieve a Customer Satisfaction Score (CSAT) of 90% or higher
• Key Initiative: Achieve a Net Quality Score (NQS) of 83 or higher
• Key Initiative: Achieve a First Contact Resolution (FCR) rate of 75% or higher
  
  

Key Result 2: Drive efficiency of the guest experience through prompt and responsive communication

• Key Initiative: Achieve a median response time for Email of under 1 hour
• Key Initiative: Achieve a median response time for SMS of under 10 minutes
• Key Initiative: Achieve a median response time for Chat of under 2 minutes
• Key Initiative: Achieve a median response time for Phone of under 30 seconds
• Key Initiative: Maintain missed guest calls under 5%
  
  

Key Result 3: Promptly escalate and resolve guest safety and security issues

• Key Initiative: Acknowledge and escalate 100% of guest safety concerns within 15 minutes
• Key Initiative: Ensure resolution or guest relocation for urgent safety matters within 1 hour
• Key Initiative: Accurately document and tag 100% of safety-related tickets for internal visibility
  
  

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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!
  
  

Who We Are

Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. Kasa has built a hospitality operating system that fundamentally improves the profitability of hospitality assets while delivering a high-quality, digitally forward experience to guests. We partner with owners of multifamily and boutique hospitality properties to provide stylish, professionally managed accommodations to business and leisure travelers. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations!

Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays to guests. Our guests enjoy seamless check-ins, caring service, and attractive amenities. If anything comes up, our on-site and remote guest experience team is available throughout their stay, ensuring our hospitality is rarely seen but always felt.

Kasa is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by law. All employment is decided based on qualifications, merit, and business need.

Kasa Living is an E-Verify participant. We will verify the identity and employment eligibility of all persons hired to work in the United States by matching information employees provide on the Form I-9 against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). You may find more information here and here.

Kasa does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or People & Talent team.

The Kasa Talent Acquisition team will only communicate from email addresses that use the URLs kasa.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money or technology to work for our company. If you believe you are a scam victim, please review your local government consumer protections guidance and reach out to them directly. US-based applicants may refer to this article from consumer.ftc.gov for more details.