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Guest Experience Manager I, Comms [Philippines, Remote]

Remote

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.

The Role

Kasa is looking for a talented individual who understands what we’re all about: helping travelers feel at home in a new place. Your goal will be to create a positive, lasting impression of Kasa so guests come back to stay with us again and again. You'll be accountable for managing a team of Specialists handling guest inquiries, resolving in-the-moment issues, coordinating with operations to ensure our apartments are always ready for guests, and taking initiative to find ways to improve guest satisfaction. Though the work is remote, we've built a Hospitality Team that is communicative, committed, and inclusive.
 

About the Team

This role is in our Guest Experience department, with close ties to other operational teams. Our GX team is located remotely across the world. What GX lacks in geographic concentration, we make up for in a vibrant culture that thrives on Slack and over video. While the team has a broad set of backgrounds in hospitality, real estate, technology, and beyond, everyone joined Kasa because they are passionate about providing Hall of Fame Host experiences to our guests.
 
 

Day in the life of a Kasa GX Manager

  • Manage a team of 3 - 10 remotely distributed guest experience specialists to ensure exceptional service delivery during each shift
  • Work Saturdays and Sundays. In place of a 'traditional weekend', you'll take two consecutive weekdays as your weekend.
  • Be accountable to the metrics of the team and that of your direct reports, with the goal of reaching our OKRs for productivity, efficiency, and quality
  • Oversee guest communications and personalized service; providing support via phone, SMS, WhatsApp, chat, and email
  • Resolve escalated guest issues quickly and to mutually beneficial outcomes
  • Manage reservations calendar/booking platforms
  • Support trust and safety tasks
  • Contribute to policy adherence and new tech implementation
  • Ensure system adherence, oversight, and process documentation
  • Schedule team shifts, ensuring 24/7 coverage that aligns with issue volume and specialist availability
  • Complete other tasks for process improvement or training as needed to guarantee that the Kasa Guest Experience Team is efficient, successful, and celebrated

Experience

  • 3+ years of service industry experience
  • 2+ years of management experience, managing a customer service team, call center, or other applicable management experience
  • Effective communication and organizational skills: you love helping guests and leading by example by providing creative, robust, and thoughtful resolutions to our guests
  • Strong analytical, strategic, and collaborative skills
  • Demonstrated ability to write SOPs (standard operating procedures) and provide process improvements, filling in the gaps where needed
  • Independent at handling all routine GX workflows: able to dive into the details while maintaining a bird’s-eye-view
  • Reliable, consistently on time, and follow through on what you promise
  • Proactive by nature and able to act decisively when needed, especially in a pinch
  • A lighthearted team player committed to uplifting your coworkers and the company
  • Fearless handling of guest issues with a calm and positive demeanor
  • Eager to learn new systems and platforms in a tech startup

 

Plus if...

  • You've worked in the hospitality industry
  • You've worked in a contact center
  • You have workforce management experience, including scheduling and forecasting.
  • You're familiar with the CRM: Kustomer
  • You have experience in a small company or start-up environment

 

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

  • Helped the team and developed your direct reports to reach all Guest Experience Quality, Efficiency, and Productivity goals
  • Contributed to foundational SOPs to improve our level of service
  • Trained and coached your direct reports to provide exceptional service
  • Routinely and systematically de-escalated guest issues with empathy and to a mutually beneficial resolution

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
  • 📈 Generous Stock Option Plan: At Kasa, our compensation philosophy is to offer a total compensation package that over-indexes on equity to encourage our team to think like owners (by being owners) and benefit from the growth in value that our collective hard work creates. 
  • 🙌 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.
  • 📱 Cell phone reimbursement: We reimburse a portion of your monthly cell phone bill to say thanks for using your personal phone during the workday.
  • 📈 401(k) plan: As you invest in yourself and your future, Kasa invests in you too: we match 50% of the first 4% of deferred salary.

 

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 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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