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Associate Director, Guest Services - Remote

Posted 2 days ago
Customer Service
Full Time
Worldwide

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.
KASA logo

KASA

Kasa is a leading tech-enabled hotel and apartment hotel brand that has developed a hospitality operating system to enhance the profitability of hospitality assets while providing a high-quality, digitally-forward experience for guests. The company partners with owners of multifamily and boutique hospitality properties to offer stylish, professionally managed accommodations for both business and leisure travelers. By combining the best features of hotels and short-term rentals, Kasa has created a new class of hospitality that is well-priced, reliable, and offers a wide selection of great locations. With a focus on automation, AI-driven pricing, and data-driven decision-making, Kasa aims to optimize revenue and improve guest experiences, all while building a globally scalable offering that ensures seamless check-ins and caring service.

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