Guest Service Specialist

Guest Service Specialist

Location:

New York, NY (In-Person)

Schedule:

Monday–Friday, 9:00 AM – 5:30 PM EST

Compensation: $24–26/hr, depending on experience

Furnished Quarters is one of the largest independently owned providers of temporary furnished apartments, blending the best of hospitality, real estate, and design. With 25 years of experience and LGBTQ+ diverse-owned certification, we bring a human-first approach to short-term living—elevated by care, community, and connection.

We offer stays of 30 days or longer for business and leisure travelers, supported by a team that values collaboration, growth, and individuality. Our five core values—Challenge, Collaboration, Care, Career, and Community—shape everything we do.

If you’re looking to join a culture that values work-life balance, celebrates your uniqueness, and gives your voice weight, it’s time to #Stay Different.

We’re seeking a high-touch, resourceful Guest Service Specialist to support our guests from pre‑arrival through departure. You’ll be the frontline of service, ensuring guests feel welcomed, cared for, and heard—whether answering inquiries, resolving issues, or coordinating with internal teams and vendors.

This is a great role for someone who thrives in a collaborative environment, enjoys solving problems, and is passionate about delivering thoughtful, detail-oriented service.

• 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 time frames
• 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 appropriately elevate complex, urgent, or recurring issues
• 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 the 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
• Maintain a calm,…