Hospitality Associate

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.

About the role

The Hospitality Associate role is an on-site facilitator of everything that the Kasa guest will experience during their stay. As a Hospitality Associate in the Pittsburgh market, you will have end-to-end ownership over the guest experience onsite at The Maverick location. Like many operations roles, there is no "typical day" but you will collaborate daily with Kasa teams and partners to drive excellent guest service and results. You will be actively communicating through text, phone, email, WhatsApp, Slack, all while prioritizing guest needs and delivering phenomenal service.

• Checking guests in, assisting with local area recommendations
• Communicating and prioritizing with Housekeeping
• Working seamlessly with our regional GX team
• Identifying upsell and revenue opportunities
• Maintaining the lobby and hotel vibe
• Addressing any guest needs
• Touring the property and assisting guests to their unit
• Delivering 5-star service to guests and other team members

Requirements

• Guest-Centric Mindset: Multiple years of experience in a hospitality or service industry working backward from the guests' needs to deliver positive experiences and interactions.
• Proactive Communicator: Delivers clear, concise, and proactive communication across teams and external partners. Leads by example in resolving misunderstandings and promoting seamless collaboration.
• Tech Savvy: Proficient with modern technology tools and effectively uses them to complete daily work.
• Reliable & Consistent: Takes pride in arriving to work on time and welcomes the opportunity to work nights and weekends.
• Handy: Comfortable with using a toolkit, physically and metaphorically. Approaching 'problems' as opportunities and showing the initiative to devise solutions.
• Functional Self-Management: Works with minimal supervision, manages own time effectively, maintains control over all current projects/responsibilities.
• 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.
• Process Minded: Effectively executes established processes with precision and surfaces process deficiencies which negatively impact the guest experience.

This role requires regular access to reliable transportation to and from work.

Expected Results

Role Objective 1: Drive quality outcomes through increased guest satisfaction.

• Identify and solve guest service issues through proactivity.
• Improve guest service scores with verbal, written, and over the phone communication with our guests.

Role Objective 2: Engage our guests and community.

• Establish a well-vetted list of local recommendations.
• Build relationships with local favorites and encourage partnerships.

About the Team

Be a part of our East 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.

Benefits

• Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a discount on any night for friends and family.
• Paid Time Off: Full-time hourly Kasa employees accrue paid time off at a generous rate that increases with tenure.
• Health Coverage: We've invested in comprehensive health insurance options to help when you need it most, including a company-sponsored plan with fertility coverage.

Pay

The starting base pay for this role is $18.00 and is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay is subject to change and may be modified in the future. This role may also be eligible for equity, bonus, perks, benefits, and Kasa Travel Credits.

Schedule

A typical schedule for this role is based on business needs, including nights, weekends and holidays (we are in the hospitality industry).