Training Specialist - Remote
This role is fully remote, we set a location because some job boards require it.
The Role
We are looking for a remote Guest Experience Training Specialist to be the face & voice of Kasa for Guest Experience onboarding and ongoing learning, primarily guiding and mentoring new team members. Within this role, you will train new hires and existing Kasa GX Team members; ensuring they have the understanding of processes, product, and competitive knowledge necessary to achieve success. This role is a way for us to transfer our incredible culture from senior members to new members, to be of assistance to our colleagues at a critical time in their journey at Kasa, and to provide feedback on new ideas and initiatives that will help the company grow.
In this role, you will report to the Guest Experience Operations Manager and will work closely with all levels of the company. It takes a special person to deliver exceptional experiences, to engage and excite others individually & as a group, and to embody what it means to succeed on the Guest Experience team. We hope you’re excited by the challenge!
About the Team
This role is on our Guest Experience Training Team. The Training Team is a group of experienced GX members that want to shout our knowledge from the rooftops, while building a sustainable training machine that will outlast us all! We train both new hires and senior members of the team at Kasa, so we get to spend a lot of time working cross-functionally. We have diverse backgrounds in customer service, hospitality, teaching, military, and the performing arts.
Day in the life of a Guest Experience Training Specialist
You are a leader on the team and feel confident speaking in front of groups, small and large, to different situations that arise to explain why GX performs certain processes or uses particular systems. If you're unsure, you're not afraid to say, "I don't know, but I'll find out" and work to get that answer. Much of your time will be spent actively training team members. You will also assist in the creation and management of training content and training efforts (including workshops and teach-ins) through various platforms including, but not limited to, Canva, Quizizz, Google Slides, ClickUp and Adobe Premiere tools.
Experience
- 1 year of hospitality support experience, preferably including a Lead or training role
- Excellent written and communication skills
- Ability to work effectively with virtual teams and accommodate time differences
- Must possess strong interpersonal skills and have a knack for navigating cross-functional teams
- Demonstrated competency in change management and leading through influence
- You have strong technical skills and can easily navigate our resources
- You have a strong EQ and are able to generate deep empathy with guests and operating team members which enables you to truly listen and track feedback to relay to the correct teammates
- Hospitality is part of your DNA and you have a passion for the real estate, tech, and hospitality industry
Plus if...
- You've worked in education at some point in your career or have instructional design experience
- You've worked for small and large enterprise companies
- Have experience in public speaking
In one year, you will succeed at Kasa by:
- Successfully deliver training that results in positive retention scores from learners
- Identifying training opportunities by working closely with GX leadership to prioritize training needs by the team and proactively address gaps in knowledge and content
- Taking initiative to improve SOPs or processes that need attention
- Becoming a Subject Matter Expert for both the company and GX team, working cross-departmentally to maintain and deliver training that is updated and relevant
Benefits
- 🌏 Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees are able to work from anywhere!
- ✈ Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a 50% discount on any nights for friends and family
- 🙌 Paid Time Off: Full-time hourly Kasa employees accrue paid time off at a generous rate that increases with tenure.
- 💰 Competitive Salary: We offer base salaries at or above market rates plus additional earning opportunities based on the position
- 🩺 Health Coverage: We've invested in comprehensive health insurance options to help when you need it most
Kasa is building a global accommodations brand unlike any other. We took the best that hotels and short-term rentals had to offer and created a new class of hospitality that is well priced, trustworthy, and that offers a large selection of great locations. Our guests enjoy seamless check-ins, spacious apartments, and attractive amenities, helping them feel right at home. If anything comes up, our remote guest experience team is available 24/7, ensuring our hospitality is always felt, though rarely seen.
Behind the scenes, we build technology that combines with our innovative operations to grow a globally scalable offering that delivers high-quality stays. Our products and systems unlock unparalleled flexibility to operate anywhere from a few Kasa to a few hundred Kasas in any type of building, in just about any location. We currently have Kasas in over 17 states and are expanding into new markets all the time.
All of this is made possible by our team members, each of whom plays a critical role in fulfilling our vision and mission. We strive to foster a culture that values feedback, support, and collaboration throughout the organization. As a remote-first company, we work hard to bridge the gap of distance through initiatives that foster connection across Kasa. A few examples include lively All-Hands meetings, department get-togethers (online and in-person), and teamwide celebrations of important milestones. We offer benefits that encourage team members to stay at Kasa properties to experience our product firsthand and meet local team members when nearby. Guests are crucial to Kasa’s mission. Accordingly, every new Kasa team member gets trained in our Guest Experience Akademy during their onboarding.
Our team is fortunate to have diverse backgrounds, personalities, and experiences united by a commitment to excellence and passion for our industry. If Kasa’s vision and culture speak to you, and you’re up for the challenge of building a company on the cutting edge of real estate, we would love to have you on our team!
Kasa Living 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.