Guest Services Specialist - NYC

New York, NY, United States

Company Overview

Furnished Quarters is a leading LGBTQ+ diverse supplier of short-term housing, combining travel, hospitality, real estate, lifestyle, and design. With 25 years of experience, we're 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 top-notch service ensure a superior home-away-from-home 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 work-life balance and provide an entrepreneurial environment where each person's voice is valued. Join us to experience what it means to #StayDifferent.

Job Summary

The Guest Service Specialist is responsible for processing all guest service requests in any location, globally, serviced by Furnished Quarters, coordinating with appropriate Furnished Quarters' departments, completing daily assigned tasks, and ensuring that all core market and non-core market requests have been handled to the guest's satisfaction. The Guest Service Specialist must be detail-oriented and highly organized, with the ability to multi-task. Schedule: Monday-Friday, 9AM - 5:30PM, in NYC Office.

Essential Functions

Responsible for creating an arrival experience for guests to include all pre-arrival preparation.

Provide superior customer service to guests/clients and resolves all service requests and deficiencies.

Maintains relationships with assigned partners and properties to assist with facilitating guest needs and apartment maintenance and upkeep effectively.

Manages the departure process with guests, Accounting, and utility providers.

Report daily to the New York Office to perform all essential job functions efficiently and effectively.

Participate in the on-call after-hours program, ensuring timely support and assistance to guests outside regular business hours.

Primary Responsibilities Answer all incoming calls in a friendly and efficient manner.

Creating, assigning, and completing guest and internal cases promptly.

Follow up with pending cases and ensure all notes are added daily.

Ensure all Furnished Quarters standards are met to include proper response time and detailed follow-up.

Work with housing partners and local properties to create arrival and departure instructions that are informative to the guest and meet the Furnished Quarters brand standard.

Work with housing partners and local properties to ensure delivery of apartment photography and inspection forms, when required, to ensure that apartment meets Furnished Quarters brand standard.

Must become knowledgeable of local information to assist guests with transportation, dining, and entertainment options and any additional information which may be requested.

Ensure all guests receive keys and key codes (Kaba) once the reservation is approved.

Distribute updated Key Codes (Kaba) to guests who have extended their stay or on an as-need basis.

Establish cable accounts for apartments as directed following Furnished Quarters procedures.

Troubleshoot technical problems such as cable, television, and high-speed internet with guests via phone or email.

Greet each new guest with a Welcome Call via phone and email.

Distribute Gym Keys once approved by Accounting Department and follow tracking Standard Operating Procedure.

Liaise with the Accounting department to communicate utility upgrades for guests.

Assist the Leasing Team with various tasks as needed including answering the Leasing telephone line and directing to the appropriate Sales contact.

Participates in the Furnished Quarters On-Call program.

Responsible for calling plumbers, electricians, exterminators, locksmiths, etc. as needed and for setting up billing per Furnished Quarters standards.

Maintain well-documented, accurate, organized, and up-to-date information.

Strong ability to multi-task when needed as well as efficiency in the operating of multiple computer programs at a given time.

Maintains a professional appearance and friendly attitude to all guests, employees, and staff members at all times.

Qualifications and Skills Bachelor's degree in Hospitality or related field preferred.

High School Diploma or equivalent is required.

1 - 2 years previous guest service-related experience.

Experience in the Hospitality, apartment management, or real estate industry is preferred.

Exceptional communication skills.

Experience with Microsoft Office (Outlook, Word, Excel).

Strong business writing acumen.

Flexibility to work schedules to include evenings and weekends as dictated by business and operational demands.

Participates in the On-Call, after-hours program.

Physical Requirements

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

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

The employee is required to 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

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

Compensation: $24-26/hr depending on experience