Guest Service Specialist

United States

Full Time

Guest Operations

Mid Level

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

About Furnished Quarters
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 #StayDifferent.

The Opportunity
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.

What You’ll Do

Guest Experience & Communication

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 timeframes
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 escalate 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

Operations & Coordination

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

Culture & Teamwork

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, professional, and solutions-oriented approach during urgent, complex, or high-volume situations
Identify recurring service issues or workflow gaps and share opportunities for improvement
Embody Furnished Quarters’ Core Values of Care, Collaboration, Community, Challenge, and Career
Participate in the rotating On-Call program, including evenings, weekends, and holidays, as business needs require

What You Bring

Bachelor’s degree in hospitality, business, or related field preferred
3+ years in guest services, hospitality, property management, or corporate housing
Experience with Microsoft Office Suite, Salesforce, Oscar, or similar CRM systems
Exceptional written and verbal communication skills
Strong multitasking abilities and comfort working with multiple systems at once
A calm, solution-focused demeanor—even in time-sensitive situations
A proactive, team-first mindset

Additional Details

This is a full-time, hourly position working in-office Monday through Friday, 9:00 AM – 5:30 PM EST
Must participate in an after-hours, rotating On-Call program
Requires regular computer use and prolonged periods of sitting or standing
Physical requirements include the ability to read small print and use a computer

Benefits

Medical, Dental, and Vision Insurance
Life, Short- and Long-Term Disability Insurance
Medical FSA and Commuter Benefits
401(k) with Company Match

Furnished Quarters is proud to be an Equal Opportunity Employer. We believe diversity makes us stronger and are committed to building an inclusive environment where everyone can thrive, regardless of race, gender, age, ability, religion, or background.

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This role requires working in-person at the NYC office Monday through Friday, 9:00 am - 5:30 pm EST. Are you able to commit to these working hours?*

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