Reservations Specialist - (International)

About Kasa Kasa is the leading tech-enabled hotel and apartment hotel brand and manager. We partner with owners of multifamily and boutique hospitality properties to deliver stylish, professionally managed accommodations to business and leisure travelers alike. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well-priced, reliable, and offers a large selection of great locations. Unlike traditional hotel operators, we prioritize automation, AI-driven pricing, and data-driven decision-making to optimize revenue and improve guest experiences. Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays to guests. Our guests enjoy seamless check-ins, caring service, and attractive amenities — and if anything comes up, our on-site and remote guest experience team is available throughout their stay, ensuring our hospitality is rarely seen but always felt. Location: This role is fully remote in the Philippines; we set a location because some job boards require it. Purpose of the Guest Experience Specialist - Reservations Position 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 the assessment of guests' travel needs and recommendations of suitable Kasa accommodations resulting in the booking of a Kasa stay. Unleash your career potential at Kasa We're building a tech-enabled global hospitality brand that unleashes the potential of liveable space. Hospitality is at the core of who we are, and we are committed to providing our teams the same care we give our guests, neighbors, and partners. This role is based in the Philippines and is a contract position. Required Attributes 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 surfaces 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 Desired Qualifications 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: Building upon your hall-of-fame communication skills, you can facilitate conversations with guests in a second language, such as Spanish. Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply. Expected Results Key Result 1:  Maintain the productivity threshold of guest interactions per hour. Key Initiative:  Unique Conversations of X emails per hour Key Initiative:  Support X calls per hour Key Initiative:  Unique Conversations of X emails per hour Key Initiative:  Support X calls per hour Key Result 2:  Drive efficiency of the guest experience through the achievement of average response time to a guest inquiry. Key Initiative:  Achieve a median response time of 30 Minutes for Email Key Initiative:  Achieve a median response time of 1.5 minutes for SMS Key Initiative:  Achieve a median response time of 20 seconds for Phone Key Initiative:  Achieve a median response time of 30 Minutes for Email Key Initiative:  Achieve a median response time of 1.5 minutes for SMS Key Initiative:  Achieve a median response time of 20 seconds for Phone Key Result 3:  Drive quality outcomes for guests ensuring problem resolution and guest satisfaction. Key Initiative:  Achieve a Customer Satisfaction Score of 4.5 or higher Key Initiative:  Achieve a Quality Assurance Score of 90% or higher Key Initiative:  Achieve a Customer Satisfaction Score of 4.5 or higher Key Initiative:  Achieve a Quality Assurance Score of 90% or higher Key Result 4:  Achieve a target conversion rate of prospective guest inquiries to a confirmed Kasa booking. Key Initiative:  Achieve a guest prospect conversion rate of 28% or higher Key Initiative:  Achieve a guest prospect conversion rate of 28% or higher Technology Requirements Candidates must have access to a personal laptop with minimum specs of 16GB RAM for Windows (Intel i3, i5, Ultra, or equivalent processor) or 8GB RAM for Mac. Please note that Kasa does not reimburse for perso