Kasa is looking to add a highly motivated individual to join our Guest Experience (GX) Management Team. As a GX Manager, you will oversee a team of Guest Experience Specialists focused on building a personal connection with our guests by communicating directly with them every day to resolve questions and issues as they arise. Your goal will be to successfully manage a team creating fantastic, memorable experiences for all Kasa guests.
Who We Are
Kasa is enlightened hospitality: high-end home-like apartments, tech-enabled seamless check-in, and personalized virtual service; all at a great value relative to accommodation alternatives. We want our guests to not just stay with us but truly settle into our Kasas while traveling. Unlike a typical hotel, our rooms are inside luxury apartment buildings and use connected devices to provide our guests with a seamless virtual check-in experience. Although our virtual front desk is not at the physical location of the apartments, it strives to be more knowledgeable, attentive and personalized than a traditional hotel front desk. Said differently, our team might be out of sight, but our guests are never out of mind. We have Kasas all over the country and are expanding nationally every day.
Were looking for a talented individual who understands what were all about: helping travelers feel at home in a new area. Your goal will be to create a positive, lasting impression of Kasa so guests come back to stay with us again and again. You'll be accountable for managing a team of Specialists handling guest inquiries, resolving in-the-moment issues, coordinating with operations to ensure our apartments are always ready for guests, and taking initiative to find ways to improve guest satisfaction.
Youll primarily work virtually and remote, with occasional visits to apartments in your city if we operate nearby to support operations or provide a special touch to guests. Though the work is remote, we want to build a Hospitality Team that is communicative, committed and inclusive.
The Role: Guest Experience Manager
Who Were Looking For
You have 2+ years of service industry or administrative experience
You have experience managing a customer service team or other applicable management experience
You pride yourself on your communication and organizational skills
Youre reliable, consistently on time, and follow through on what you promise
You're proactive by nature and act decisively when needed, especially in a pinch
You're lighthearted and can handle guest issues with a calm and positive demeanor
You're compassionate and love helping guests
You enjoy technology and you're eager to learn new systems and platforms
You're flexible in your schedule and can help fill gaps on a team calendar when needed
Youre a team player committed to uplifting your coworkers and the company
You have 1+ years of management experience
You are available to work 40 hours a week, including full workdays on Saturdays and Sundays. Two other weekdays will be fully off