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

Requirements

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

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Guest Experience Specialist

Evolve Vacation Rental

Posted 2 weeks ago

VIEW JOBS 12/2/2019 12:00:00 AM 2020-03-01T00:00 The Position As a Guest Experience Specialist you will serve as a booking guru - from confirming reservations to modifying bookings and answering any and all questions a traveler may have. The perfect candidate for this position is a communication champion with empathetic prowess who can skillfully provide ongoing assistance to our existing customers. The right person for this role will reflect Evolve's core values and be a pillar or professionalism to create customers for life, one experience at a time. Responsibilities * Provide professional and hospitable care to our customers * Respond with lightning fast speed to a high volume of traveler questions through phone and email, while maintaining consistent and quality level service * Work across multiple booking platforms to secure and adjust reservations * Address questions that may arise related to booking confirmations, amenity availability, trip modifications and/or cancellations, and rate adjustments * Document all activities in the company's CRM (Salesforce.com) * Collaborate with all customer-facing teams as well as other departments to achieve high service level standards and meet company goals Qualifications * Previous experience interacting with customers over the phone a plus * Team player that thrives in a collaborative and fluid environment with rapidly changing priorities * Highly organized and detail oriented * You can patiently provide full attention to customers, taking the time to make sure that all questions related to their vacation rental are answered to completion * A quick study in any software environment (Salesforce.com experience a plus!) * Passion for customer service and inherent motivation to help others * Ability to manage several tasks at once without pause, as well as identify and balance top priorities * We support travelers 7 days a week. This position requires flexibility; including nights, weekends, and holidays. Please don't apply if this is not appealing to you A Little About Us Evolve makes vacation rental easy for everyone. Our fresh approach to vacation rental management offers homeowners a better way to generate rental income and provides travelers with the industry's best booking experience. Thanks to a strong work ethic and an unapologetic passion for hospitality, we now support over 10,000 properties in over 500 markets across North America. We enjoy earning each guest and owner's business - all while having some fun along the way. Values mean more to Evolve than just bullets on a page. They drive our daily decisions and impact how we work as a hospitality company. Which value sounds the most like you? * Earn It * Build Loyalty One Interaction at a Time * Communicate Often, Honestly & Directly * Embrace Change * Stay Hungry & Humble * Care * Be Efficient * Take Risks * Learn Every Day * Have Some Fun Along the Way Evolve is an equal opportunity employer. We believe that a diverse work environment is a successful work environment so all qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Evolve Vacation Rental Denver CO

Guest Experience Manager

Kasa