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 at Furnished Quarters is essential in delivering an exceptional guest experience, rooted in our core values of care, collaboration, community, challenge, and career. This role ensures seamless service from pre-arrival to departure, with a focus on personalized attention that makes each guest feel valued. Specialists are proactive in actioning guest requests, collaborating closely with partners, properties, and internal departments to ensure every need is met promptly and efficiently. They are diligent in following up to verify completion of requests and maintain open communication with guests to confirm their satisfaction, embodying our commitment to care and quality. Schedule: Monday-Friday, 9AM - 5:30PM, in NYC Office.
Essential Functions
Guest Communication and Support

• Ensure all guests receive comprehensive pre-arrival information 5-7 days prior to their stay, including key codes (Kaba, Latch, SmartRent, lockboxes) and detailed arrival instructions in collaboration with the Global Solutions Team, housing partners, and local properties.
• Provide superior customer service by resolving any guest or client service requests and deficiencies promptly.
• Answer incoming telephone calls following the Guest Service Telephone Standard Operating Procedure, exhibiting high-touch 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, 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 2-hour timeframe.
• Creating, assigning, and completing 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 that accurately convey information and present a positive company image. Respond promptly to client inquiries and concerns and use appropriate language and tone to build rapport and establish trust. Ensure all emails are free of grammatical and spelling errors and follow the company's established email etiquette guidelines.
• Maintain knowledge of all core market apartment locations, accessing building portals, amenities, neighborhoods, and public transit to aid in assisting guests.
• Troubleshoot technical problems such as cable, television, and high-speed internet with guests via telephone or email.
• Maintain well-documented, accurate, organized and up to date information in all FQ systems.
• When Gym access is requested, creating case and following up with Guest Service leaders once approved.
• Greet new Key Account arrivals with a welcome telephone call and follow up email.
• Monitoring and actioning same day 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

• Maintains relationships with partners and properties to assist with facilitating guest needs and apartment maintenance and upkeep effectively.
• Working 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 updated doorman lists for last minute 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.
• Assist the Leasing Team as needed, including directing calls to the appropriate Sales contact.
• Coordinate with service providers (plumbers, electricians, exterminators, locksmiths, etc.) ensuring billing aligns with Furnished Quarters standards.
• Responsible for uploading pre-arrival 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.
• Must achieve or surpass key performance indicator (KPI) metrics, aligning with organizational objectives and showcasing a commitment to results in managing cases and enhancing guest satisfaction.
• 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 members, contributing to a welcoming environment.
• Participate in the On-Call program and provide timely assistance and support to guest's emergencies outside of regular business hours following the On-Call Standard Operating Procedure.
• Stay updated with all relevant SOPs and policies, exercising discretion and judgment in all interactions.
• Demonstrate strong multitasking abilities, especially when operating multiple computer programs.
• Follow up with pending and aging cases and ensure all open cases are updated daily.

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.

Salary

• $22-26/hr