Guest Experience Specialist - Communications

October 26

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Kasa

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Description

• This role is fully remote [PH]; 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. • We’re building 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. • Bilingual: 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!