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Guest Experience Manager I - Comms (International)

Manila, Philippines

 

The Role

We are seeking a dynamic and strategic leader to join our Guest Experience (GX) Management Team as a Guest Experience Manager. In this pivotal role, you will lead a team of Guest Experience Specialists dedicated to creating personal connections with our guests and resolving inquiries with exceptional care and professionalism. Your mission will be to drive the team’s success by enhancing processes, fostering professional growth, and delivering outstanding guest experiences that result in lasting impressions and loyalty.

You’ll oversee team operations while strategically focusing on team development, process optimization, and performance enhancement. With a passion for hospitality, you’ll ensure that every guest interaction reflects our commitment to making them feel at home in a new place. This is an exciting opportunity to contribute to a rapidly growing, tech-enabled hospitality company and make a meaningful impact on our team and guests.

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


About the Team

Kasa redefines hospitality by blending high-end, hotel and apartment-style accommodations with seamless, tech-enabled experiences at an exceptional value. Although our virtual front desk is remote, our team’s attentiveness ensures our guests always feel cared for and supported.

The Guest Experience department collaborates closely with other operational teams to uphold the highest standards of service. Our GX team spans the globe and thrives in a vibrant, remote work culture fueled by collaboration, communication, and inclusivity. Together, we are passionate about providing superior guest experiences while continuously innovating to improve.


Day in the Life of a Guest Experience Manager

  • Lead and inspire a remote team of 8-15 Guest Experience Specialists across multiple time zones to achieve and exceed performance goals.
  • Oversee escalated guest communications across various channels (phone, SMS, WhatsApp, chat, and email) with a commitment to timely, empathetic, and effective resolutions.
  • Proactively drive team performance, ensuring alignment with departmental objectives and key results (OKRs).
  • Manage the team in real-time, effectively adjusting strategies to accommodate changing volumes and priorities.
  • Mentor and coach team members, providing personalized development plans that empower them to grow professionally.
  • Contribute actively to a positive, high-performing team culture by fostering collaboration, trust, and inclusivity.
  • Support trust and safety initiatives while maintaining compliance with operational standards and procedures.
  • Collaborate on training initiatives and process improvement projects to strengthen team capabilities and drive success.
  • Work a non-traditional schedule, including weekends, with two consecutive weekdays as your “weekend.”

Experience and Skills

  • Must-Have:
    • 3+ years of experience in a service-oriented industry.
    • 2+ years of leadership experience managing customer service teams or related operations.
    • Exceptional communication and organizational skills, focusing on delivering creative and thoughtful guest solutions.
    • Proven ability to develop and refine Standard Operating Procedures (SOPs) and implement process improvements.
    • Strong analytical and strategic thinking skills with a collaborative mindset.
    • Demonstrated expertise in managing workflows and adhering to SOPs while maintaining a big-picture perspective.
    • Highly dependable, proactive, and composed under pressure.
    • Tech-savvy, with an ability to quickly adapt to new platforms and systems.
  • Nice-to-Have:
    • Experience in the hospitality industry or a contact center environment.
    • Familiarity with workforce management tools, including scheduling and forecasting.
    • Knowledge of CRM systems, particularly Kustomer.
    • Background in a small company or start-up setting.

Success in One Year

  • Develop your team to consistently meet or exceed quality, efficiency, and productivity benchmarks.
  • Strengthen foundational SOPs to elevate team performance and service excellence.
  • Foster the professional growth of your team members through effective coaching and mentorship.
  • Successfully de-escalate guest issues with empathy, ensuring positive outcomes that align with company values.

 

Want to learn more about the Kasa experience? Save 15% on kasa.com

Benefits

  • 🌏 Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees are able to work from anywhere!
  • Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a 50% discount on any night for friends and family
  • 💰 The Pay: The starting hourly pay range for this role is between $10.00 - $11.00 per hour and set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified in the future. 

 

Who We Are

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, single-family, 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!

Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays to guests. Our guests enjoy seamless check-ins, caring service, and attractive amenities. If anything comes up, our one-site and remote guest experience team is available throughout their stay, ensuring our hospitality is rarely seen but always felt.

Kasa is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by law. All employment is decided on the basis of qualifications, merit, and business need.

Kasa Living is an E-Verify participant. We will verify the identity and employment eligibility of all persons hired to work in the United States by matching information employees provide on the form i-9 against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). You may find more information here and here.

Kasa does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or People & Talent team.

The Kasa Talent Acquisition team will only communicate from email addresses that use the URLs kasa.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money or technology to work for our company. If you believe you are a scam victim, please review your local government consumer protections guidance and reach out to them directly. US-based applicants may refer to this article from consumer.ftc.gov for more details.

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