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.

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).

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.

• 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,…