Guest Experience Specialist - Communications International
Kasa
Job Overview
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Job Description
About Kasa
Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. They operate a hospitality system which improves asset profitability while delivering a digitally advanced guest experience. They partner with owners of multifamily and boutique properties to offer stylish accommodations for business and leisure travelers.
Role Overview
As a Guest Experience Specialist - Communications International, you will build personal connections with guests via phone, email, and chat support. Your focus is to deliver a 5-star guest experience by addressing needs ranging from building and room access queries to issues of dissatisfaction.
Key Responsibilities and Expected Results
- Create genuine, caring guest interactions.
- Achieve high customer satisfaction scores (90%+).
- Maintain fast response times with a median email response under 30 minutes.
- Ensure first contact resolution rates above 80%.
- Promptly escalate guest security concerns.
Required Attributes
- Adaptability to constant change and new processes.
- Ability to handle repetitive and challenging interactions with humor and resilience.
- Excellent verbal and written communication skills.
- Strong problem-solving and guest-centric approach.
- Reliability and willingness to work nights and weekends.
Desired Qualifications
Bilingual abilities (e.g., Spanish) are valued to enhance communication with diverse guests.
Benefits
- Remote work flexibility with a global team.
- Competitive total compensation with bonus opportunities.
- Additional perks including wi-fi and home office stipends for full-time roles.
About the Role
This contract position is based in the Philippines. Join Kasa and contribute to building a tech-enabled global hospitality brand where genuine care and efficient service are paramount.
Key skills/competency
- Hospitality
- Guest Support
- Communications
- Customer Service
- Problem Solving
- Remote Work
- Adaptability
- Process Execution
- Bilingual
- Tech-enabled
How to Get Hired at Kasa
- Research Kasa's culture: Study their mission and guest reviews online.
- Customize your resume: Highlight hospitality and communication experience.
- Emphasize problem-solving: Showcase guest service successes and results.
- Prepare for remote interviews: Test technology and internet stability.
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