Guest Experience Manager

Kasa Denver , CO 80201

Posted 1 week ago

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.

The Job

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

  • Provide day-to-day management of the GX Team
  • Oversee guest communications
  • Resolve escalated guest issues quickly and to mutually-beneficial outcomes
  • Manage reservations calendar/booking platforms
  • Contribute to policy creation and new tech implementation
  • Ensure System adherence oversight and process documentation
  • Recruit, hire, train and monitor performance of GX Specialists
  • Create personalized service moments with our guests
  • Schedule team shifts, ensuring 24/7 coverage that aligns with issue volume and specialist availability
  • Complete other tasks as needed to guarantee that the Kasa Guest Experience Team is efficient, successful and celebrated


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

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