Associate Director, Guest Services

About the Role

We are looking for an accomplished and innovative Associate Director of Guest Services to shape the future of how hospitality delivers service virtually. This leader will oversee both our guest-facing service team and our virtual property operations team, setting the strategy, instituting systems that influence regions, and driving measurable improvements in guest satisfaction, efficiency, and property quality.

The guest-facing team ensures post-booking interactions are handled quickly and with empathy. The virtual property operations team coordinates with contracted housekeeping partners, local field teams, vendors, and internal stakeholders to resolve property issues and close the loop with guests. Together, these functions represent the modern blueprint for a hotel front desk — distributed, virtual, and agile.

This leader will also bring experience managing adjacent virtual service functions, including Trust and Safety. While not the primary scope of the role, familiarity with incident management, guest safety concerns, and coordinated resolution processes across distributed teams will strengthen this leader’s ability to deliver a holistic and safe guest experience.

This is a fast-moving role at a growing company. Success requires blending strategic vision, operational excellence, and analytical fluency ****with the ability to move quickly, make critical personnel decisions, and set a high bar for performance.

Your Impact

As the Associate Director of Guest Services, you will:

• Champion a hospitality-driven, guest-first, Hall of Fame Host culture that elevates property quality and strengthens our brand.
• Institute systems and processes that influence regional operations while enabling centralized agility.
• Build a scalable, real-time service function capable of flexing with guest demand and delivering consistently excellent experiences.
• Guide teams in solving complex property challenges with creativity and resilience, even with limited on-site support.
• Drive accountability for performance metrics while developing new analytical capabilities to spot trends, risks, and opportunities.
• Partner with Product, Operations, and Revenue to create tight feedback loops that improve both guest experiences and internal systems.
• Identify and implement AI, automation, and advanced CRM solutions such as Kustomer or Gladly to enhance efficiency and guest satisfaction.
• Model and reinforce company values: Seek the Root Cause in problem solving, and give and invite Fearless Feedback to drive continuous improvement.
• Develop managers into high-performing leaders while holding the bar high, making tough personnel decisions when needed, and building a culture of accountability.

Role Responsibilities

Team Leadership and Strategy

• Lead managers responsible for guest-facing service and virtual property operations across international and contracted workforces.
• Define and execute the Guest Services strategy, including operational goals, staffing models, and scalable systems that influence regional execution.
• Create a culture of accountability, clarity, and recognition where high performance is expected and celebrated.

Operations and Execution

• Oversee daily performance across a 30+ person organization, ensuring service levels meet or exceed industry benchmarks.
• Build flexible systems capable of responding in real-time to demand spikes, property challenges, or disruptions.
• Lead initiatives that strengthen collaboration with vendors, contractors, and local teams while maintaining excellent guest communication.
• Apply Trust and Safety experience to strengthen incident resolution, ensuring guest and property safety issues are handled with urgency and rigor.

Analytics and Data Fluency

• Build and interpret dashboards in Looker and other BI tools to track efficiency, SLA adherence, and guest sentiment.
• Develop reporting that creates transparency across leadership and enables smarter staffing decisions.
• Set ambitious but realistic performance targets across contact channels (voice, SMS, email, WhatsApp) balancing guest expectations with efficiency.

Innovation and Efficiency

• Leverage AI, automation, and advanced CRM systems (Kustomer, Gladly) to reduce response times and improve service outcomes.
• Establish Guest Services as a proactive function that anticipates guest needs, identifies issues early, and raises property-level quality.

Success in the Role

Early Wins (First Weeks to 3 Months)

• Develop a strong understanding of service workflows, property operations, and Trust and Safety processes.
• Deliver quick improvements in reporting, analytics, and team efficiency workflows, showing early impact.
• Identify and implement the right response-time targets across all guest channels, ensuring clear standards.
• Establish relationships with managers and cross-functional partners while modeling our values of Fearless Feedback and Seek the Root Cause.

Impact at Scale (First 6–12 Months)

• Achieve measurable gains in SLA adherence, first contact resolution, and guest satisfaction while lowering cost per interaction.
• Roll out dynamic staffing models that flex with demand and consistently hit time-based response targets.
• Deliver multiple AI or automation-driven workflows that materially improve efficiency and guest outcomes.
• Strengthen incident resolution times and guest safety outcomes through improved Trust and Safety coordination.
• Build a management team capable of leading at scale, holding a high bar, and driving continuous improvement.
• Establish Guest Services as the industry blueprint for how hospitality can deliver guest services virtually — pioneering a model that blends hospitality warmth with technology-driven precision.

Required Experience

• 8+ years of leadership experience in hospitality, guest service, or operations.
• Experience managing senior managers and overseeing distributed or international teams of 30+ team members.
• Proven success in managing contracted labor and virtual service teams.
• Experience managing or partnering with Trust and Safety functions, including incident resolution and guest safety.
• Strong data fluency: building and interpreting dashboards in Looker or similar BI tools.
• Expertise with CRM platforms such as Kustomer or Gladly.
• Demonstrated success driving improvements in guest satisfaction, service quality, and operational efficiency.
• Experience partnering with Product, Operations, and Revenue to align on priorities and outcomes.

Ideal Qualities

• • Hospitality mindset with an instinctively guest-first orientation.
  • Analytical thinker who uses data to tell a performance story.
  • Sets a high bar for performance, makes tough personnel decisions quickly, and builds a culture of accountability.
  • Creative problem solver who thrives in ambiguity and high-pressure situations.
  • Technologically curious, with a track record of applying AI or automation to deliver efficiency.
  • Strong communicator who can influence executives, coach managers, and inspire frontline teams.
  • Builder’s mentality: eager to pioneer the next generation of guest services in hospitality.

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Benefits

• Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees can work from anywhere, including our Kasa’s across the country!
• 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.
• Generous Stock Option Plan: At Kasa, our compensation philosophy is to offer a total compensation package that over-indexes on equity to encourage our team to think like owners (by being owners) and benefit from the value growth that our collective hard work creates.
• Flexible PTO: Full-time exempt Kasa employees are encouraged to take time off as they need and see fit, ensuring that it’s not disruptive to their work.
• 401(k) Plan: As you invest in yourself and your future, Kasa invests in you too: we offer a generous 401(k) contribution match.
• Health Coverage: We’ve invested in comprehensive health insurance options to help when you need it most.
• Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, cell-pho