Guest Services Manager

Guest Services Manager

Schedule: MondayFriday 9:00 AM5:30 PM EST (Full-Time Core Hours)
Location: Onsite New York NY
Salary Range: $70000$80000 annually Bonus (based on experience and qualifications)

About Furnished Quarters
Furnished Quarters is the largest independently owned and operated provider of global temporary housing. With over 25 years of experience we offer stylish fully furnished apartments for business and leisure travelers staying 30 days or more. Our mission is to create a home away from home that is both elevated and seamless supported by our Core Values of Care Collaboration Community Challenge and Career.

The Opportunity
We are seeking a Guest Services Manager to lead a dynamic team of Specialists Supervisors and Coordinators who deliver exceptional experiences for our guests. This role is pivotal in ensuring every touchpoint from pre-arrival to departure reflects the highest standards of service. The Guest Services Manager is both a hands-on leader and a cross-functional partner working closely with Operations Sales Accounting Apartment Services and building management.

What Youll Do

• Lead coach and develop Guest Services team members to deliver consistent high-quality service.

• Oversee case management in Salesforce to ensure requests are resolved quickly and accurately.

• Manage escalated guest issues with professionalism and empathy providing service recovery as needed.

• Collaborate with Operations Sales Accounting Apartment Services and building management to address guest needs and support seamless experiences.

• Communicate SOP updates and policy changes ensuring the team understands and adopts new practices

• Monitor guest satisfaction feedback and use results to identify trends coach staff and recommend improvements

• Participate in the rotating Manager On-Call Program addressing urgent guest or business needs after hours on weekends and holidays

• Maintain accurate administrative records including doorman lists building pages and guest access authorizations

What Were Looking For

• Bachelors degree in hospitality business or a related field required

• At least 5 years of hospitality guest services or operations experience with 3 years in a supervisory or managerial role

• Strong leadership skills with proven success in coaching mentoring and holding team members accountable

• Proficiency in Microsoft Office Salesforce and project management tools such as Asana

• Excellent communication skills with the ability to adapt tone for guests staff and leadership

• Ability to balance multiple priorities and deadlines in a fast-paced environment

• Flexible schedule with availability to participate in the rotating Manager On-Call Program

Why Join Us
At Furnished Quarters we pride ourselves on being more than a place to work. We are a team united by values committed to creating meaningful experiences for our guests and colleagues. You will join a supportive culture that values growth collaboration and continuous improvement.

Equal Opportunity Statement

Furnished Quarters is an equal opportunity employer committed to a workplace free from discrimination. We celebrate diversity and do not discriminate based on race color religion sex (including pregnancy sexual orientation and gender identity) national origin age disability genetic information veteran status or any other characteristic protected by applicable federal state or local law.