Guest Service Specialist

Guest Service Specialist

Location: New York, NY (In-Person) Schedule: MondayFriday, 12:00 PM 8:00 PM EST Compensation: $2426/hr, depending on experience About Furnished Quarters Furnished Quarters is one of the largest independently owned providers of temporary furnished apartments, blending the best of hospitality, real estate, and design. With 25 years of experience and LGBTQ+ diverse-owned certification, we bring a human-first approach to short-term livingelevated by care, community, and connection. We offer stays of 30 days or longer for business and leisure travelers, supported by a team that values collaboration, growth, and individuality. Our five core valuesChallenge, Collaboration, Care, Career, and Communityshape everything we do. If you're looking to join a culture that values work-life balance, celebrates your uniqueness, and gives your voice weight, it's time to #StayDifferent.

The Opportunity

We're seeking a high-touch, resourceful Guest Service Specialist to support our guests from pre-arrival through departure. You'll be the frontline of service, ensuring guests feel welcomed, cared for, and heardwhether answering inquiries, resolving issues, or coordinating with internal teams and vendors. This is a great role for someone who thrives in a collaborative environment, enjoys solving problems, and is passionate about delivering thoughtful, detail-oriented service.

What You'll Do

Guest Experience & Communication

• Provide timely, professional, and personalized support to guests and clients by phone, email, and other approved communication channels
• Send accurate pre-arrival, arrival, stay-related, and departure communications within established timeframes
• Respond to guest inquiries, voicemails, emails, and service cases within established service levels
• Manage guest and internal cases from intake through resolution, ensuring timely follow-up and clear documentation
• Troubleshoot common access, Wi-Fi, television, utility, parking, and apartment-related concerns and coordinate additional support when needed
• Serve as an initial point of contact for guest concerns and appropriately escalate complex, urgent, or recurring issues
• Maintain accurate records of guest interactions, actions, decisions, and outcomes in Salesforce and other designated systems
• Support service recovery by coordinating corrective action and keeping guests and internal partners informed

Operations & Coordination

• Coordinate apartment setups and deconstructs, arrivals, departures, inspections, and apartment-readiness activities
• Support utility setup and changes, internet and television services, parking arrangements, housekeeping, maintenance, and other apartment-related services
• Coordinate service appointments, vendor and building access, elevator reservations, Certificates of Insurance, and property-specific requirements
• Review inspection results and follow up on deficiencies that could affect apartment readiness or the guest experience
• Partner with properties, building management, vendors, and cross-functional teams to resolve operational needs and ensure effective handoffs
• Monitor open cases, tasks, deadlines, and service levels using Salesforce dashboards and other operational tools
• Maintain accurate documentation and supporting information for operational activities and billing
• Communicate delays, risks, roadblocks, and unresolved concerns to the appropriate stakeholders

Culture & Teamwork

• Collaborate with colleagues, properties, vendors, and cross-functional partners through timely and professional communication
• Maintain ownership of assigned cases and responsibilities from initiation through completion
• Participate in cross-training and provide coverage across Guest Operations based on business and staffing needs
• Maintain a calm, professional, and solutions-oriented approach during urgent, complex, or high-volume situations
• Identify recurring service issues or workflow gaps and share opportunities for improvement
• Embody Furnished Quarters' Core Values of Care, Collaboration, Community, Challenge, and Career
• Participate in the rotating On-Call program, including evenings, weekends, and holidays, as business needs require

What You Bring

• Bachelor's degree in hospitality, business, or related field preferred
• 3+ years in guest services, hospitality, property management, or corporate housing
• Experience with Microsoft Office Suite, Salesforce, Oscar, or similar CRM systems
• Exceptional written and verbal communication skills
• Strong multitasking abilities and comfort working with multiple systems at once
• A calm, solution-focused demeanoreven in time-sensitive situations
• A proactive, team-first mindset

Additional Details

• This is a full-time, hourly position working in-office Monday through Friday, 12:00 PM 8:00 PM EST
• Must participate in an after-hours, rotating On-Call program
• Requires regular computer use and prolonged periods of sitting or standing
• Physical requirements include the ability to read small print and use a computer

Benefits

• Medical, Dental, and Vision Insurance
• Life, Short- and Long-Term Disability Insurance
• Medical FSA and Commuter Benefits
• 401(k) with Company Match

Furnished Quarters is proud to be an Equal Opportunity Employer. We believe diversity makes us stronger and are committed to building an inclusive environment where everyone can thrive, regardless of race, gender, age, ability, religion, or background.