Guest Experience Specialist
New
K
KasaHospitality
This role is based in the Philippines, Must be able to work nights and weekendsContractMiddle
Salary not disclosed
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Job Details
- Experience
- Multiple years of experience
- Required Skills
- Process improvementCustomer support
Requirements
- Multiple years of experience in a hospitality or service industry.
- Ability to thrive in a high-change environment.
- Resilience when managing repetitive or unpleasant guest interactions.
- Excellent verbal and written communication skills.
- Problem-solving skills with empathy and creativity.
- Guest-centric mindset with a focus on delivering positive experiences.
- Process-oriented mindset with attention to precision.
- Commitment to learning, growth, and sharing best practices.
- Reliability in punctuality and attendance.
- Availability to work nights and weekends.
Responsibilities
- Build personal connections with guests through phone, email, and chat support.
- Address guest questions on building/room access and points of interest.
- Resolve guest dissatisfaction effectively and empathetically.
- Create a 5-star guest experience through genuine care.
- Execute established processes with precision.
- Escalate and resolve guest security concerns.
- Maintain a median response time of < 30 minutes for Email.
- Maintain a median response time of < 5 minutes for SMS.
- Maintain a median response time of < 30 seconds for Phone.
- Surface process deficiencies that negatively impact guest experience.
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