Associate Director, Guest Services - Remote

Overview

Kasa is the leading tech-enabled hotel and apartment hotel brand and manager, focusing on improving hospitality profitability while delivering a high-quality experience.

In Short

• Oversee guest-facing service and virtual property operations teams.
• Drive improvements in guest satisfaction and operational efficiency.
• Implement AI and automation solutions for enhanced guest experiences.
• Manage a distributed team for effective service delivery.
• Build a culture of accountability and high performance.
• Utilize data analytics to track performance metrics.
• Collaborate with cross-functional teams to improve services.
• Ensure safety and trust for guests through effective incident management.
• Develop high-performing leaders within the team.

Requirements

• 8+ years of leadership experience in hospitality or guest services.
• Experience managing large, distributed teams.
• Strong data fluency and experience with BI tools.
• Familiarity with CRM platforms.
• Proven track record in improving guest satisfaction.
• Experience in Trust and Safety functions.
• Ability to drive accountability and performance improvements.
• Strong analytical and problem-solving skills.
• Excellent communication and leadership abilities.

Benefits

• Remote work flexibility.
• Kasa travel credit for employees.
• Generous stock option plan.
• Flexible PTO policy.
• 401(k) matching contributions.
• Comprehensive health coverage.
• Additional perks for qualifying roles.