Lauch Specialist

Company details

Description of the offer

KYC Hospitality is the Global Technology Ecosystem for Hotels, focused on revolutionizing the archaic, legacy technologies that have plagued our industry for decades, as well as introducing deep AI-focused features to enhance daily operations and the Guest experience.
Our team includes Founders and Executives from many of the world’s most iconic brands, including Ritz Carlton, Four Seasons and InterContinental. We are funded by several of Silicon Valley’s most legendary investors as well as highly respected investors from around the world.

ROLE OVERVIEW

The Launch Specialist should be a driven, organized, and innovative professional who has the ability to quickly learn and deeply understand our KYC platform, and translate that understanding into successfully training Hotel teams. You will prepare and deliver training, assist our Partners in troubleshooting, and serve as the crucial link to delivering a white-glove, user-empathetic experience.

RESPONSIBILITES

• Effectively deliver engaging technology training sessions, whether in person or remotely with genuine kindness, compassion and respect.
• Prepare training materials and tailor training sessions accordingly to Hotel Department teams and roles.
• Ensure quality and consistency of course content.
• Assess Hotel team members’ training needs and proficiency, and provide ways to further support their learning retention.
• Provide professional help desk support, including track help desk requests and troubleshoot reported Partner issues.
• Resolve reported Partner issues or complete requests in a timely manner.
• Escalate Partner issues for additional troubleshooting and resolution to the Engineering team as needed.

WHO WE ARE LOOKING FOR

Qualifications

• Excellent communications skills both written and verbal with the ability to explain our technology platform to any level of Hotel team member.
• Must be able to judge how well the Hotel team is absorbing the material and adjust accordingly in the moment to ensure they walk away with true mastery of KYC within their roles.
• A genuine, deep love for our hotel clients (we treat everyone as equal human beings, regardless of General Manager or Room Attendant) with a high level of empathy and compassion that can be felt by everyone around.
• Exceptional active listening skills, to include asking appropriate questions to improve understanding and/or help diffuse situations.
• High level of integrity 24/7 and behavior with respect towards our Hotel Partners, with kindness and patience, using Forbes 5 Star language standards.
• Thrive in a fast-paced, rapidly changing environment, maintaining an optimistic outlook with the ability to handle last-minute changes comfortably.
• Effectively troubleshoot and resolve user issues in a timely manner.
• The ability and willingness to communicate clearly, consistently and effectively within our team and to our Partners, via in-person meetings, phone calls, emails and messaging platforms such as Whatsapp.
• High levels of self-awareness, self-motivation and is a self starter as part of a remote team.
• Unwavering commitment to upholding KYC’s Gold standard of extraordinary Client experience; ensure all team members thoroughly understand and embrace the KYC culture and hold all team members accountable to our standard.
• Highly organized and detail-oriented with a proactive approach to work, taking initiative and working efficiently with minimal direction.
• Maintain a high level of professional integrity and confidentiality.

Required Skills & Experience

• BS/BA degree or equivalent years of experience.
• Fluent in English and at minimum one additional language (Spanish, Mandarin and Cantonese are strongly preferred).
• Strong presentation and public speaking skills.
• This position requires heavy traveling around the world, and valid travel documents are required.

Helpful Skills & Experience

• Hotel/Hospitality operations background
• Customer service
• Experience working in a tech/startup environment

CHARACTER

We’re a tight-knit team. Every one of us genuinely loves what we do; we love KYC and we’re in this to win for the right reasons- we want to create a happier world through happier travelers and yes, we each have our unique set of life goals that we hope KYC can enable us to achieve. Most importantly, we are a team that places utmost priority on mutual respect, kindness and empathy. We have zero tolerance for disrespectful and inappropriate behavior, crass language, laziness, lack of integrity, racism, ageism, sexism or any other kind of negative -ism you can think of. If you’re looking for the kind of infamous “perks” that come with some Silicon Valley companies like sponsored binge drinking, illicit behavior encouragement, “bro” mentality, cutting corners in your work – we are not the right company for you. We’re searching for decent human beings who believe in good old fashioned hard work and earning success through ethical behavior. We respect people who have strong beliefs but who can communicate their thoughts and ideas respectfully and thoroughly AND are humble enough to admit when they’re wrong or that a colleague’s method may be better.

Passion For Luxury Hotels and Travel
You must have a fundamental grasp of the business of luxury hotels and luxury brands or at the very least, have a huge desire to learn about this and be able to do so quickly by working closely with our CEO. You must love travel (though your position does not require traveling) and understand why travelers are willing to pay exorbitant amounts for certain luxury hotel and travel experiences.

Passion for Food
You must love food. If you don’t have a huge passion for food, you probably won’t get along with any of us.

COMPENSATION & PERKS

Work from home most of the time and enjoy the flexibility to skip traffic. Our team gathers in person as needed, offering valuable opportunities for collaboration and connection. This might include onboarding (typically 3-5 consecutive days) or important milestones like onboarding a major client or launching critical features.

• On the days we meet, all meals we have together are paid for and we’re serious food lovers so we eat well. Parking (metered or garage) is reimbursed.
• Whenever we have social gatherings, your families (wives, husbands, partners, children, parents) are welcome and encouraged (event appropriate), hosted by us. Our style of “social” means:
  • Dinners at restaurants like Narisawa
  • Penthouse tours of luxury Hotels
  • Afternoon tea at luxury Hotels
  • Spa Days at luxury Hotels
  • Overnight Trips at luxury Hotels
  • Culinary classes
  • Afternoon tea at luxury Hotels
  • Stay in the world’s best hotels..
• One on one time with our CEO monthly so you gain a deeper understanding of the Hotel business; have the opportunity to grow as a leader (if this is of interest to you).
• Arguably the most important perk- genuine respect and caring from the entire team. We jokingly look at ourselves as Ocean’s Eleven; we’re a team of widely differing backgrounds, characters and areas of expertise who all share the vision of growing KYC into a world class behemoth and finding joy every step of the journey. Once you’re hired, you’re part of our family.

Location of employment

How to apply?