Guest Service Specialist
$24 - $26/hr
Mid
Bachelor's
New York, NY, USA
In PersonRegular in-office work Monday through Friday is required.
Food Service & HospitalityHotel Guest Services
About the job
Requirements
- Three or more years of experience in guest services, hospitality, property management, or corporate housing.
- Experience with Microsoft Office Suite, Salesforce, Oscar, or similar customer relationship management systems.
- Exceptional written and verbal communication skills.
- Strong multitasking abilities and comfort working with multiple systems at once.
- A calm, solution-focused demeanor in time-sensitive situations.
- A proactive, team-first mindset.
- Ability to participate in an after-hours rotating on-call program, including evenings, weekends, and holidays.
- Ability to use a computer regularly and sit or stand for prolonged periods, read small print, and use a computer.
Responsibilities
- 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 escalate complex, urgent, or recurring issues appropriately.
- 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.
- 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 appropriate stakeholders.
- 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.
- Identify recurring service issues or workflow gaps and share opportunities for improvement.
- Participate in the rotating on-call program, including evenings, weekends, and holidays, as business needs require.
Desired Qualifications
- A bachelor's degree in hospitality, business, or a related field is preferred.
About the company
Furnished Quarters provides short-term furnished housing for travelers, offering a wide range of ready-to-stay apartments and suites. It supports bookings and stays with built-in amenities and services that simplify check-in, stay, and guest support through its tech-enabled operations. The company differentiates itself through private ownership, LGBTQ+-diverse certification, and more than 25 years of experience, paired with a service-first approach and a broad, varied inventory. Its goal is to deliver a reliable, inclusive, high-quality living experience for guests worldwide under the Stay Different brand.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
New York City, New York
Founded
1998
Get referred to Furnished Quarters
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Simplify's Take
What believers are saying
- July 15, 2026 added a new Vice President of Operations, signaling execution focus.
- September 11, 2026 Trustburn rankings named Furnished Quarters best in Manhattan and Brooklyn.
- 2026 World Cup hosting demand can boost short-term occupancy across New York and New Jersey.
What critics are saying
- Dark Project listed Furnished Quarters on August 24, 2026, claiming 155GB stolen.
- Customer, banking, and financial data exposure can trigger lawsuits and client churn by 2027.
- If attackers accessed booking systems, trust collapse could cripple corporate accounts and referrals.
What makes Furnished Quarters unique
- Largest independently owned temporary-housing provider, with 100,000+ furnished apartments worldwide.
- Deep corporate-housing credibility: Sirva Bronze Award, WHR Global Partner in Quality, 2026.
- Family-owned New York operator with seasoned leadership under Steven Brown and Gary Brown.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401(k) Company Match
- Wellness Program
- Hybrid Work Options
- Paid Vacation