Guest Experience Manager I - Remote

This role is fully remote, we set a location because some job boards require it.

Kasa is looking to add a highly motivated individual to join our Guest Experience (GX) Management Team. As a GX Manager, you will oversee a team of Guest Experience Specialists focused on building a personal connection with our guests by communicating directly with them every day to resolve questions and issues as they arise. Your goal will be to successfully manage a team creating fantastic, memorable experiences for all Kasa guests.

What is GX at Kasa

Kasa is enlightened hospitality: high-end home-like apartments, and tech-enabled seamless check-ins; all at a great value relative to alternative accommodations. We enable our guests to truly settle into their Kasa while traveling. Unlike a typical hotel, our rooms are inside luxury apartment buildings and use connected devices to provide our guests with a seamless virtual check-in experience. Although our virtual front desk is not at the physical location of the apartments, we provide a more knowledgeable, attentive, and personalized experience than a traditional hotel front desk. Our team is out of sight, yet our guests are never out of mind or touch when they need us. We have Kasa's all over the country and are expanding every day.

The Role

We’re 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 excellent service 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 creation 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 lead 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 and expert in SOPs: 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

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 nights for friends and family
• 📈 Generous Stock Option Plan: We believe the success of our business should be shared with our team. As you grow with us, we increase the opportunities for you to become part-owners of our company.
• 🙌 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 match 50% of the first 4% of deferred salary.
• 💰 Competitive Salary: We offer base salaries at or above market rates plus additional earning opportunities based on the position
• 🩺 Health Coverage: We've invested in comprehensive health insurance options to help when you need it most