Miami Hospitality Lead - Guest Experience & Team Coach

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. The Role The Hospitality Associate role is an on-site facilitator of everything that the Kasa guest will experience during their stay, including oversight of the Hospitality Associate Team. As a Hospitality Associate in the South market, you will have end-to-end ownership over the guest experience and hospitality team onsite at our Miami location. You will ensure the hotel is clean, safe, and exudes the Kasa standard of service operations. Like many operations roles, there is no "typical day" but you will oversee the hospitality operations of our Miami market, guest service opportunities, and foster a culture of creativity and 'Be Our Guest' level service delivery. You will identify, prioritize, and execute improvements to all forms of guest service, aligned with Kasa brand standards, and influenced through proactive leadership of the service delivery. Daily tasks include, but are not limited to: Partnering with our regional Guest Experience team to deliver top-tier guest service, while actively communicating with guests via sms, whatsapp, and email. Additionally as the team lead you will review and coach your team interactions to exceed Kasa quality goals. Other tasks may include escalations Housekeeping requests, identifying upsell and revenue opportunities, maintaining the lobby and hotel vibe, and identifying partnership opportunities in the local community. A typical schedule for this role is based on business needs, including nights, weekends and holidays (we are in the hospitality industry). Unleash your career potential at Kasa We're building a tech-enabled global hospitality brand that unleashes the potential of livable 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. Required Attributes Prolific Communicator: Confident and clear communicator with the ability to partner and influence at all levels in an engaging and comprehensive manner; comfortable with being in the spotlight, driving crucial conversations, and delivering feedback. Think Like an Owner: Think like an owner at all times by taking accountability for all facets of unit/building performance; enhance partner satisfaction through by delivering unsurpassed guest service. Tech Savvy: Proficient with modern technology tools and effectively uses them to complete daily work. Quality Control Leader: Establish and implement streamlined processes that ensure adherence to high-quality standards through identification of proactive improvements and effective collaboration with external partners. Reliable & Consistent: Takes pride in arriving to work on time and welcomes the opportunity to work nights and weekends. Collaborative: Works effectively with leadership and peers to meet goals and contribute to ideas that will deliver operational and experiential improvements for the department. Smooth Operator: Approach problem resolution with confidence, empathy, and creativity to swiftly and successfully resolve guest-stated and unstated needs. Change Agent: Supports, fosters, and executes change management efforts to implement new processes, tools, or technology including, but not limited to communication plans and training development. Process Minded: Effectively executes established processes with precision and surfaces process deficiencies which negatively impact the guest experience. Growth Mindset: Operate with 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. Required policy information: This role requires regular access to reliable transportation to and from work. 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 Role Objective 1: Uphold the highest standard of guest service quality. Key Initiative: Identify and solve guest service issues through proactivity. Key Initiative: Improve guest service scores. Role Objective 2: Engage our guests and community. Key Initiative: Establish a well vetted list of local recommendations. Key Initiative: Build relationships with local favorites and encourage partnerships. Role Objective 3: Influence the hotel's reputation positively. Key Initiative: Leverage review information to increase guest service and hotel offerings. Key Initiative: Actively respond to reviews and encourage guests to provide feedback. About the Team Be a part of our South Portfolio Operations, a team passionate about delivering seamless experiences for our guests. Our team members at Kasa are located all over the country, have diverse backgrounds, and come from many different industries. Everyone joined Kasa because they are passionate about delivering high-quality standards to ensure that our guests love their experience while staying with Kasa. Kasa is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by law. All employment is decided based on qualifications, merit, and business need. Kasa is an E-Verify participant. We will verify the identity and employment eligibility of all persons hired to work in the United States by matching information employees provide on the Form I-9 against records available to the Social Security Administration (SSA) and the Department of Homeland Security (DHS). You may find more information here and here . Kasa does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or People & Talent team. A Note on Recruiting & Job Scams The Kasa Talent Acquisition team will only communicate from email addresses that use the URLs kasa.com and us.greenhouse-mail.io . We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money or technology to work for our company. If you believe you are a scam victim, please review your local government consumer protections guidance and reach out to them directly. US-based applicants may refer to this article from consumer.ftc.gov for more details. #J-18808-Ljbffr Kasa Living