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Manila, Manila, Philippines
Posted on: 06 March 2024
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Location: This role is fully remote within the Philippines; 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.
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.]
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
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.
Key Result 1: Drive quality outcomes for guests then sure problem resolution and guest satisfaction.
Key Result 2: Drive efficiency of the guest experience through the achievement of average response time to a guest inquiry.
Key Result 3: Promptly escalate and resolve guest security concerns or issues.
🌏 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 discount on any night for friends and family.
⭐ Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!
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