Guest Services Specialist

Company Overview

Furnished Quarters is a leading LGBTQ diverse supplier of shortterm housing combining travel hospitality real estate lifestyle and design. With 25 years of experience were one of the largest independent companies in our industry.

We offer a wide range of housing options for business and leisure travelers staying 30 days or more. Our extensive inventory and topnotch service ensure a superior homeawayfromhome experience.

At Furnished Quarters we embrace five Core Values: Challenge Collaboration Care Career and Community. We thrive on exciting challenges foster collaboration and prioritize caring for people and promoting diversity. We support our employees career growth and create an inclusive community where everyone can be themselves.

We value worklife balance and provide an entrepreneurial environment where each persons voice is valued. Join us to experience what it means to #StayDifferent.

Job Summary

The Guest Service Specialist at Furnished Quarters is vital in delivering an exceptional guest experience aligned with our core values of care collaboration community challenge and career. This role ensures seamless service from prearrival to departure focusing on personalized attention to make each guest feel valued. Specialists proactively address guest requests collaborating closely with partners properties and internal departments to ensure every need is met promptly and efficiently. They follow up diligently to verify the completion of requests and maintain open communication with guests to confirm their satisfaction embodying our commitment to care and quality. Schedule: MondayFriday 9AM 5:30PM in NYC Office.

Essential Functions

Guest Communication and Support

• Ensure all guests receive comprehensive prearrival information 57 days before their stay including key codes (Kaba Latch SmartRent lockboxes) and detailed arrival instructions.
• Work with the Global Team housing partners and local properties to relay arrival and departure instructions to the guest.
• Provide superior customer service by promptly resolving guest or client service requests and deficiencies.
• Answer incoming telephone calls following the Guest Service Telephone Standard Operating Procedure exhibiting hightouch customer service techniques.
• Engage clients and build rapport through an upbeat personality positive tone of voice and active listening skills during telephone interactions.
• Log all communications in Salesforce including telephone calls and emails following the Case Management Standard Operating Procedure.
• Respond to all emails telephone call inquiries voicemails and new cases within a 2hour timeframe.
• Create assign and complete guest and internal cases as stated in the Case Management Standard Operating Procedure.
• Efficiently manage guest and internal cases following the Case Management Standard Operating Procedure.
• Compose and send professional friendly business emails to clients ensuring all emails are free of grammatical and spelling errors and follow the companys established email etiquette guidelines.
• Maintain knowledge of all core market apartment locations accessing building portals amenities neighborhoods and public transit to assist guests.
• Troubleshoot technical problems such as cable television and highspeed internet with guests via telephone or email.
• Maintain welldocumented accurate organized and uptodate information in all FQ systems.
• When gym access is requested create the case and follow up with guest service leaders once approved.
• Greet new Key Account arrivals with a welcome telephone call and followup email.
• Monitoring and actioning sameday arrivals emails regarding tenant switches Unit ID Changes and Name Changes.
• Handling G&S buildings as specified in our G&S training agenda.

Relationship Management and Operational Support

• Build and maintain professional relationships with partners and properties to facilitate guest needs and apartment maintenance.
• Work with the Global Team housing partners and local properties to relay arrival and departure instructions to the guest.
• Distribute doorman lists to all core buildings in each market once a week and update them for lastminute arrivals.
• Distribute updated Key Codes (Kaba/Latch/SmartRent) to guests who have extended their stay or as needed.
• Liaise with the Apartment Services to communicate utility upgrades for guests.
• Coordinate with service providers (plumbers electricians exterminators locksmiths etc. ensuring billing aligns with Furnished Quarters standards.
• Responsible for uploading prearrival information and final inspection forms via portal/email as per our partner requirements.

Core Values Culture and Continuous Improvement

• Uphold and embody Furnished Quarters core values of care collaboration community challenge and career in all interactions with guests vendors and colleagues. These values are the foundation of our company culture and guide our actions and decisions ensuring we consistently deliver the highest level of service and professionalism.
• Participate in the Guest Service team meetings and huddles asking appropriate questions and sharing best practices with team members.
• Maintain a professional appearance following company standards to present a positive image to guests and colleagues.
• Demonstrate a friendly attitude towards guests employees and staff contributing to a welcoming environment.
• Participate in the OnCall program and provide timely assistance and support to guests emergencies outside regular business hours following the OnCall Standard Operating Procedure.
• Stay updated with all relevant SOPs and policies exercising discretion and judgment in all interactions.
• Demonstrate strong multitasking abilities primarily when operating multiple computer programs.
• Follow up with pending and aging cases and update all open cases daily.

• A bachelors degree in hospitality business or a related field is highly preferred.
• High School Diploma or equivalent.
• At least three years of customerfocused service experience in hospitality apartment management corporate housing real estate or a similar industry is required.
• Refinement of all computer skills including Microsoft Office applications such as Word Excel Outlook Oscar FQ Live and Salesforce.
• Ability to add subtract multiply and divide into all measure units using whole numbers common fractions and decimals.
• Ability to read write speak and understand English to communicate with management clientele and coworkers.
• Ability to prioritize and multitask in a fastpaced environment.
• Excellent organizational and analytical skills with the ability to meet deadlines.
• Participates in the OnCall afterhours program.

To perform the essential functions of this job successfully an employee must meet the physical demands described here with or without accommodation.

While performing the duties of this job the employee is regularly required to speak with customers and frequently sit stand and walk.

The employee must review text approximately 20 inches or less (i.e. working with small objects or reading small print) including using computers.

The employee must frequently enter text or data into a computer or other machine.Please note that this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities required of the employee for this job. Duties obligations and activities may change at any time with or without notice.
Furnished Quarters is proud to be an equalopportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Benefits and Perks

• Medical Dental Vision Life Insurance Long Term & Short Term Disability Medical FSA Commuter Benefits 401k with Company Matching.

Compensation: $2426/hr depending on experience