[Hiring] Reservations Specialist @Kasa

Role Description

As a Guest Experience Specialist - Reservations at Kasa, 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:

• Assessment of guests' travel needs
• Recommendations of suitable Kasa accommodations
• Resulting in the booking of a Kasa stay

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 surface 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.

Requirements

• 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: 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.

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!
• Competitive Salary: We offer total compensation at or above market rates plus additional earning opportunities based on the position.
• Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!