Guest Experience Specialist - Communications (International)

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 then sure problem resolution and guest satisfaction.

• Key Initiative:  Achieve a Customer Satisfaction Score of 4.5 or higher

• Key Initiative: Achieve a First Contact Resolution Rate of 95% or higher

• Key Result 2: Drive efficiency of the guest experience through the achievement of average response time to a guest inquiry.

• Key Initiative: Achieve a median response time of 20 minutes for individual | 30 min for team for Email

• Key Initiative: Achieve a median response time of 3.5 minute for individual | 1.5 minute for team for SMS

• Key Initiative: Achieve a median response time of 2.5  minutes for individual | 1 minute for team for Chat

• Key Initiative: Achieve a median response time of 20 seconds for Phone

• Key Initiative: Achieve a <3% of missed guest calls

• Key Result 3: Promptly escalate and resolve guest security concerns or issues.

 

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Benefits

• 🌏 Remote Work: With flexib