Kasa is looking to add a highly motivated individual to join our Guest Experience Team. As a Guest Experience Specialist, you will build a personal connection with our guests by communicating directly with them every day and having a high level of responsibility. Your goal will be to create a fantastic, memorable experience for all Kasa guests.
Who We Are
Kasa is enlightened hospitality: home-like luxurious 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 few great people who understand what were all about: helping travelers feel at home in a new area. You will be the friendly and proactive point of connection that works hard to create a positive, lasting impression of Kasa so guests come back to stay with us again and again. You'll be accountable for 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 our guests satisfaction.
Most of the time, youll be working virtually, with occasional visits to the apartments in your city to support operations or provide a special touch to guests. Even though the work is remote, we want to build a Hospitality Team that is communicative and inclusive.
Your role will involve working 8-hour virtual office shifts.
During virtual office shifts, you will be actively working on tasks to help the business function:
Interacting with guests via phone, text, email, and web-based platforms
Taking initiative to quickly answer and handle guest issues as they arise
Guiding guests through the reservation process
Becoming an expert on all things Kasa to help answer unit-specific questions
Supporting operations by managing and carrying out onsite tasks (e.g. stocking supplies)
Managing and scheduling housekeeping
Helping to grow the business as we add new apartments
Were Looking For:
You have 2+ years of service industry 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 can 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 working with our guests, no matter who they are
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 who is committed to uplifting your coworkers and the company when you can