Job Description
As a Guest Experience Specialist, your role is to connect and support Kasa guests through various channels like phone, email, and chat. You will be addressing their needs, which range from inquiries about building and room access to sharing points of interest and resolving any dissatisfactions. Your main goal is to deliver a 5-star guest experience by providing genuine care, efficient support, and effective problem resolution, ensuring guests feel at home during their stay at a Kasa property.
Key responsibilities include problem resolution, aiming for a Customer Satisfaction Score of 85%+, a Net Quality Score of 90%+, and a First Contact Resolution Rate of 75–80%+. Efficiency is crucial, with target response times of under 1 hour for Email, under 10 minutes for SMS, under 2 minutes for Chat, and under 60 seconds for Phone. You will also promptly escalate and resolve any guest security concerns or issues.
About Kasa
Kasa is the leading tech-enabled hotel and apartment hotel brand and manager that has built a hospitality operating system.