Guest Service Specialist

Guest Service SpecialistLocation: New York, NY (In-Person) Schedule: Monday–Friday, 12:00 PM – 8:00 PM EST Compensation: $24–26/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 living—elevated 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 values—Challenge, Collaboration, Care, Career, and Community—shape 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 OpportunityWe'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 heard—whether 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 DoProvide timely, professional, and personalized support to guests and clients by phone, email, and other approved communication channelsSend accurate pre-arrival, arrival, stay-related, and departure communications within established timeframesRespond to guest inquiries, voicemails, emails, and service cases within established service levelsManage guest and internal cases from intake through resolution, ensuring timely follow-up and clear documentationTroubleshoot common access, Wi-Fi, television, utility, parking, and apartment-related concerns and coordinate additional support when neededServe as an initial point of contact for guest concerns and appropriately escalate complex, urgent, or recurring issuesMaintain accurate records of guest interactions, actions, decisions, and outcomes in Salesforce and other designated systemsSupport service recovery by coordinating corrective action and keeping guests and internal partners informedCoordinate apartment setups and deconstructs, arrivals, departures, inspections, and apartment-readiness activitiesSupport utility setup and changes, internet and television services, parking arrangements, housekeeping, maintenance, and other apartment-related servicesCoordinate service appointments, vendor and building access, elevator reservations, Certificates of Insurance, and property-specific requirementsReview inspection results and follow up on deficiencies that could affect apartment readiness or the guest experiencePartner with properties, building management, vendors, and cross-functional teams to resolve operational needs and ensure effective handoffsMonitor open cases, tasks, deadlines, and service levels using Salesforce dashboards and other operational toolsMaintain accurate documentation and supporting information for operational activities and billingCommunicate delays, risks, roadblocks, and unresolved concerns to the appropriate stakeholdersCollaborate with colleagues, properties, vendors, and cross-functional partners through timely and professional communicationMaintain ownership of assigned cases and responsibilities from initiation through completionParticipate in cross-training and provide coverage across Guest Operations based on business and staffing needsMaintain a calm, professional, and solutions-oriented approach during urgent, complex, or high-volume situationsIdentify recurring service issues or workflow gaps and share opportunities for improvementEmbody Furnished Quarters' Core Values of Care, Collaboration, Community, Challenge, and CareerParticipate in the rotating On-Call program, including evenings, weekends, and holidays, as business needs requireWhat You BringBachelor's degree in hospitality, business, or related field preferred3+ years in guest services, hospitality, property management, or corporate housingExperience with Microsoft Office Suite, Salesforce, Oscar, or similar CRM systemsExceptional written and verbal communication skillsStrong multitasking abilities and comfort working with multiple systems at onceA calm, solution-focused demeanor—even in time-sensitive situationsA proactive, team-first mindsetAdditional DetailsThis is a full-time, hourly position working in-office Monday through Friday, 12:00 PM – 8:00 PM ESTMust participate in an after-hours, rotating On-Call programRequires regular computer use and prolonged periods of sitting or standingPhysical requirements include the ability to read small print and use a computerBenefitsMedical, Dental, and Vision InsuranceLife, Short- and Long-Term Disability InsuranceMedical FSA and Commuter Benefits401(k) with Company MatchFurnished 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.