Kasa is building a global accommodations brand unlike any other. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is affordable, trustworthy, and in convenient locations. Our guests enjoy seamless check-ins, spacious apartments and attractive amenities, helping them feel right at home. If anything comes up, our remote customer service is available 24/7, ensuring our hospitality is felt, not seen.
Behind the scenes, we leverage technology and innovative operations to build a globally scalable offering that delivers high quality stays. Our products and systems unlock unparalleled flexibility to operate anywhere from a few to a few hundred Kasas in any type of building, in just about any location. We currently have Kasas in over 17 states and are expanding into new markets all the time.
All of this is made possible by our team members, each of whom plays a critical role in fulfilling our vision and mission. We strive to foster a culture that values feedback, support, and collaboration throughout the organization. As a remote-first company, we work hard to bridge the gap of distance through initiatives that foster connection across Kasa. A few examples include engaging All-Hands meetings, department get-togethers (online and in person), and teamwide celebrations of important milestones. We encourage team members to stay at Kasa properties to experience our product firsthand and meet local team members when nearby. Guests are critical to Kasa’s mission. Accordingly, every new Kasa team member gets trained in Guest Experience during their onboarding.
Our team is fortunate to have diverse backgrounds, personalities, and experiences united by a commitment to excellence and passion for our industry. If Kasa’s vision and culture speaks to you, and you’re up for the challenge of building a company on the cutting edge of real estate, we would love to have you on our team!
This role is fully remote, we set a location because some job boards require it.
We are looking for a highly motivated individual to join our Guest Experience team and primarily provide phone support to our guests. As a Guest Experience Specialist, you will build a personal connection with our guests by communicating directly with them every day and having 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 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.
This role is in our Guest Experience department. We have team members located all over the US and 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.
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 quickly answer and handle guest issues as they arise.
As a GX Specialist, you will guide guests through the reservation process and become an expert on all things Kasa to help answer unit-specific questions. You will also manage and schedule housekeeping and help to grow the business as we add new units.
- 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
- You’ve worked in the hospitality industry at some point in your career
- 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
- 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.
- Being accountable for efficiently and quickly handling guest inquiries, resolving in-the-moment issues to completion, and coordinated with operations to ensure our apartments are always ready for guests.
- You took initiative to find ways to improve our guests’ satisfaction.
- 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
Kasa is an Equal Opportunity Employer. We do not discriminate on the basis of 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 on the basis of qualifications, merit, and business need.
