Guest Services Specialist - Furnished Quarters : Job Details

Guest Service Specialist Location: New York, NY (In-Person)Schedule: Monday-Friday, 9:00 AM - 5:30 PM ESTCompensation: $24-26/hr, depending on experienceAbout Furnished QuartersFurnished 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 remote environment, enjoys solving problems, and is passionate about delivering thoughtful, detail-oriented service.What You'll DoGuest Experience & CommunicationSend clear, timely pre-arrival instructions including key codes and access informationRespond to guest requests via phone, email, and Salesforce within a 2-hour SLATroubleshoot common issues (internet, TV, access) and coordinate in-field solutionsMaintain accurate, up-to-date documentation in all systemsDeliver high-touch support via phone, following hospitality-standard call proceduresManage service cases from intake to resolution, ensuring timely follow-up and guest satisfactionWelcome Key Account guests with personalized outreachAction urgent items like same-day arrivals, unit changes, and internal updatesOperations & CoordinationCollaborate with partners, building staff, and service providers (e.g., locksmiths, electricians)Manage and distribute weekly doorman lists and updated access codesUpload documents and inspection forms in accordance with partner requirementsCoordinate with teams across time zones and geographies to ensure guest needs are metCommunicate service upgrades or utility changes to impacted guestsCulture & TeamworkEmbody our core values in every interaction-with guests, colleagues, and vendorsParticipate in team huddles and knowledge-sharing sessionsStay up to date with policies, procedures, and service standardsTake part in our rotating On-Call program to assist with after-hours guest emergenciesWhat 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 Monday through Friday, 9:00 AM - 5:30 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.