Guest Experience Specialist - Communications (International)

About Kasa

Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. Kasa has built a hospitality operating system that fundamentally improves the profitability of hospitality assets while delivering a high quality, digitally forward experience to guests. We partner with owners of multifamily and boutique hospitality properties to deliver stylish, professionally managed accommodations to business and leisure travelers alike. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations.

Unlike traditional hotel operators, we prioritize automation, AI-driven pricing, and data-driven decision-making to optimize revenue and improve guest experiences.

Location: This role is fully remote [PH]; we set a location because some job boards require it.

 

As a Guest Experience Specialist, you will build a personal connection with our guests through phone, email, and chat support to address a variety of needs including questions on building and room access, points of interest, and points of dissatisfaction. Your primary focus will be creating a 5-star guest experience through genuine care, efficient guest support, and problem resolution to enable customers to feel at home when they stay at a Kasa property.

 

Unleash your career potential at Kasa

We're building a tech-enabled global hospitality brand that unleashes the potential of liveable space. Hospitality is at the core of who we are, and we are committed to providing our teams the same care we give our guests, neighbors, and partners.

[This role is based in the Philippines and is a contract position.]

 

Required Qualifications

• Change Advocate: Thrive in an environment with constant change and easily adapts to new processes, technology, and/or procedures that impact day-to-day responsibilities

• Resiliency Master: Effectively manage repetitive, in some cases unpleasant, guest interactions with, tenacity, grit, humility, and humor 

• Hall of Fame Communicator: Communicate verbally and in writing with genuine care and hospitality that avoids jargon and generalizations to deliver a memorable, 5-star guest experience

• Smooth Operator: Approach problem resolution with confidence, empathy, and creativity to swiftly and successfully resolve guests’ stated and unstated needs 

• Guest-Centric Mindset: Multiple years of experience in the hospitality or service industry working backward from the guests needs to deliver positive experiences and interactions

• Process Minded: Effectively execute established processes with precision and surfaces process deficiencies that negatively impact the guest experience

• Growth Mindset: Operate with the intention to learn, stretch and grow by proactively seeking and providing feedback and humbly sharing best practices to promote the success of the team overall

• Reliable: Take pride in arriving to work on time and welcomes the opportunity to work nights and weekends

 

Desired Qualifications

• Bilingual: Building upon your hall-of-fame communication expertise, you can facilitate conversations with guests in a second language, such as Spanish.

 

Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

 

Expected Results:

 

Key Result 1: Drive quality outcomes for guests through strong problem resolution and satisfaction

• Key Initiative: Achieve a Customer Satisfaction Score of 85%+

• Key Initiative: Achieve a Net Quality Score of 90%+ 

• Key Initiative: Achieve a First Contact Resolution Rate of 75–80%+

 

Key Result 2: Drive efficiency of the guest experience through timely response to inquiries