Contractor Guest Experience Specialist

As a Guest Experience Specialist on our Reservations team, you will build a personal connection with our guests through phone, email, and chat support to address a variety of questions and scenarios of travelers considering booking a Kasa stay. Your primary focus will be creating a 5-star guest reservation experience through genuine care and efficient reservation support including the assessment of guests' travel needs and recommendations of suitable Kasa accommodations resulting in the booking of a Kasa stay.

[This role is based in the Philippines and is a contract position.]

Required Qualifications

• 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

Desired Qualifications

• Reservation Optimizer: Delivers a compelling value proposition to prospective guests to promote the booking of a Kasa stay
• Inquisitive: Asks thoughtful questions that will prompt dialogue with guests to elicit information that will lead to booking a Kasa stay
• Bilingual: Building upon your hall-of-fame communication expertise, you can facilitate conversations with guests in a second language, such as Spanish.

Expected Results:

• Key Result 1: Maintain the productivity threshold of guest interactions per hour.
• Key Result 2: Drive efficiency of the guest experience through the achievement of average response time to a guest inquiry.
• Key Result 3: Drive quality outcomes for guests ensuring problem resolution and guest satisfaction.
• Key Result 4: Achieve a target conversion rate of prospective guest inquiries to a confirmed Kasa booking.

What is the last date for applying to the job?

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