Hospitality Lead

Kasa•Miami, FL

15h•Onsite

About The Position

The Hospitality Lead 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 Lead 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).

Requirements

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: Take 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.
Regular access to reliable transportation to and from work.

Responsibilities

Oversee the hospitality operations of our Miami market.
Manage guest service opportunities.
Foster a culture of creativity and ‘Be Our Guest’ level service delivery.
Identify, prioritize, and execute improvements to all forms of guest service, aligned with Kasa brand standards.
Partner with the regional Guest Experience team to deliver top-tier guest service.
Actively communicate with guests via sms, whatsapp, and email.
Review and coach team interactions to exceed Kasa quality goals.
Handle escalations and housekeeping requests.
Identify upsell and revenue opportunities.
Maintain the lobby and hotel vibe.
Identify partnership opportunities in the local community.
Uphold the highest standard of guest service quality.
Identify and solve guest service issues through proactivity.
Improve guest service scores.
Engage guests and the community.
Establish a well vetted list of local recommendations.
Build relationships with local favorites and encourage partnerships.
Influence the hotel’s reputation positively.
Leverage review information to increase guest service and hotel offerings.
Actively respond to reviews and encourage guests to provide feedback.