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Hospitality Associate

New York City

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.

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.

Location: Lower East Side, New York City

Time Commitment: 40 hours

Anticipated Schedule: 3 PM - 11 PM | Tuesday to Saturday (Flexibility based on business needs)

The Hospitality Associate role is an on-site facilitator of everything that the Kasa guest will experience during their stay. As a Hospitality Associate, you are an important part of the New York City market, supporting efficient and successful operations for Kasa Lantern LES. This dynamic role combines physical presence with digital prowess, making you a key figure at the property. You'll work closely with both the Property Operations and the Guest Experience teams. You will be the face of Kasa during the guests’ stay, interacting with guests face-to-face and digitally through our communication tools, providing assistance and recommendations, and addressing any concerns that arise. You will be knowledgeable of property operations and be an extension of the Guest Experience team. Through regular in-person unit inspections, you are responsible for ensuring that all public spaces—including common areas and individual units—are clean, safe, and well-maintained to Kasa brand standards, setting the tone of the property and ensuring everything is guest-ready by check-in. You’ll also be encouraged to share suggestions on how to enhance the guest experience through hosting events or other creative ideas that add value.

Like many operations roles, there is no “typical day” but you will collaborate daily with Kasa teams and partners to drive results. You will identify, prioritize, and execute cost-effective property improvements aligned with Kasa brand standards. Daily tasks will consist of, but are not limited to: welcoming guests, facilitating guest relocations, planning + strategizing for next-day operations, enhancing VIP experience, hosting guest engagement events, and providing guests with local area recommendations.

A typical schedule for this role is based on business needs in your market. While you are not 'on-call 24/7' for this job, during emergencies, you will get a call and if you're available, we compensate above state requirements to a minimum of 2 hours Overtime, on defined days off or after working hours.

Day in the life of a Kasa Hospitality Associate

Guest Experience

  • Welcoming and Assisting Guests: Be the first point of contact for guests, assisting with check–in, and addressing their immediate needs or special requests.
  • Local Expertise: Provide guests with personalized local recommendations and insights, enhancing their overall experience at [Name].

Operational Responsibilities

  • Quality Assurance and Property Upkeep: Maintain the common areas, such as coffee stations and concierge closets, to ensure they are well-stocked and presentable. Perform quality checks using our TechTool 'Safety Culture' after each clean to uphold our high-quality standards.
  • Readiness and Event Planning: Prepare for upcoming guest arrivals and organize guest engagement events, coordinating with housekeeping and maintenance teams.
  • Guest Requests & Troubleshooting: Promptly address and resolve guest requests received through our Task Management Tool 'Breezeway.' Additionally, address any live guest issues, such as cleanliness, technical, or operational challenges.

Communication and Collaboration

  • Team Coordination: Maintain seamless communication with the remote Guest Experience team and directly with guests via tools like Slack and Kustomer, ensuring any guest issues are swiftly resolved.
  • Emergency Handling: Be equipped to tackle emergency situations such as lockouts or urgent guest requests, showcasing your problem-solving abilities.

Experience

  • Hospitality Expertise: Minimum of 2 years of experience in hospitality. Alternatively, if you have less hospitality experience, a minimum of 2 years in customer service is required.
  • Guest Service Skills: At least 1 year of experience in guest service roles.
  • Tech-Savvy: A strong affinity for technology, with previous experience in tech-related tasks, and a keen interest in learning new systems and platforms.
  • Flexibility: Availability for varied shifts, including afternoons, evenings, weekends, and holidays.
  • Transportation: Access to reliable transportation.
  • Physical Capability: Comfortable with lifting items weighing up to 50 pounds.
  • Consistent While Under Pressure: Skilled in maintaining composure and a positive outlook in challenging or high-stress situations.

Plus if...

  • You pride yourself on your communication and organizational skills

In one year, you will succeed at Kasa by having:

  • Established yourself as a top operations performer by consecutively reaching monthly quality goals
  • Set a high bar for quality standards and guest satisfaction within your market
  • Become an invaluable resource to our team, beyond your knowledge of property operations
  • Supported critical cross-departmental Kasa projects

💰 The Pay

The starting base pay range for this role is between $17 and $20 and is 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. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits.

 

Curious about the Kasa experience? Save 15% when you book 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!
  • 🙌 Flexible PTO: Full-time exempt Kasa employees are encouraged to take time off as they need and see fit, ensuring that it’s not disruptive to their work.
  • 📈 401(k) Plan: As you invest in yourself and your future, Kasa invests in you too: we offer a generous 401(k) contribution match. 
  • 🩺 Health Coverage: We’ve invested in comprehensive health insurance options to help when you need it most.
  • ⭐ Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, cell-phone reimbursement, home office stipend, and more!

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 and boutique hospitality properties to provide stylish, professionally managed accommodations to business and leisure travelers. 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 on-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 based on 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 based on 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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