Employer: Kasa
The Role
We are looking for a highly motivated individual to join our Guest Experience team and primarily assist our guests in planning and reserving their stay with Kasa. As a Guest Experience Reservations Specialist, you will build a personal connection with our guests by communicating directly with them every day and have a high level of responsibility. Even though this is a remote role, we want to build a Hospitality Team that is communicative and inclusive, and empower our team to do all they can to help guests feel at home. In short, you’ll confront the following challenge: how can I create a fantastic, memorable experience for all Kasa guests.
In this role, you will report to a Guest Experience Manager and work closely with other GX Reservations Specialists, the Director of Guest Experience, and teammates from other departments. It takes a special person to help travelers feel at home in a new area.
About the Team
This role is in our Guest Experience department. We have team members located all over the US and the world. Our team is full of people with diverse backgrounds and we work hard to maintain a positive environment within the department. Everyone joined Kasa because they are passionate about travel and hospitality and they stay because of our great culture.
Day in the life of a Kasa GX Reservations Specialist
Like any Guest Experience Specialist, there is no ‘typical day’. You will work 8-hour ‘virtual office’ shifts, primarily focused on answering phone calls from our guests and operating teams. While the majority of your time will be spent answering and making calls, you’ll also spend time with guests via other communication channels like text, email, and web-based platforms. Your goal is to swiftly take initiative to convert inquiries into bookings and help incoming guests be set up for a great stay with Kasa.
As a GX Reservations Specialist, you will guide guests through the reservation and extension process and become an expert on all things Kasa to help answer unit-specific questions. This position is focused on converting inquiries into bookings by answering all potential guest’s questions and by following up consistently on all inquiries. You will also manage unit assignments, schedule housekeeping, and manage VIP bookings.
Experience
- You have 2+ years of service industry experience
- You pride yourself on your oral and written communication as well as your organizational skills
- You’re reliable, consistently on time, and follow through on what you promise
- You’re proactive by nature and can act decisively when needed, especially in a pinch
- You’re lighthearted and can handle guest issues with a calm and positive demeanor
- You’re compassionate and love working with our guests, no matter who they are
- You enjoy technology and you’re eager to learn new systems and platforms
- You’re a team player who is committed to uplifting your coworkers and the company when you can
- You’re flexible in your schedule and can help fill gaps on a team calendar when needed
- You must be available to work evenings and weekends
Plus if…
- You’ve worked in the hospitality industry at some point in your career
- You have experience in hospitality reservations or group sales
- You have worked in a call center and/or an organization where phone calls were an essential part of the customer service experience
- You have experience in a small company or start-up environment
In one year, you will succeed at Kasa by having:
- Been the friendly and proactive point of connection that works hard to create a positive, lasting impression of Kasa so guests come back to stay with us again and again.
- Been held accountable for efficiently and quickly handling guest inquiries, resolving in-the-moment issues to completion, and coordinated with operations to ensure our units are always ready for guests.
- Become an expert in all booking platforms and processes around confirming reservations.
- Taken initiative to find ways to improve our guests’ satisfaction.
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
- 💰 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
- 🙌 Paid Time Off: Full-time hourly Kasa employees accrue paid time off at a generous rate that increases with tenure.