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Guest Service Specialist - Remote

Company Overview

Furnished Quarters is the largest provider of temporary furnished apartments in New York City, with a growing portfolio of stylish, conveniently located residences in more than 800 cities around the world. The company, established in 1998 in New York City by brothers Steven and Gary Brown, currently serves more than 5,500 clients, ranging from top Fortune 500 corporations to small businesses. In late 2015, Furnished Quarters opened Q&A Residential Hotel in Lower Manhattan to offer nightly and weekly stays in full-sized apartments. Distinguished by their urban contemporary design and prime locations, our apartments provide an authentic residential experience for business or leisure travelers. 

Job Summary

The Guest Service Specialist is responsible for a variety of tasks, creating a seamless guest experience from pre-arrival through departure.  Duties may include, but are not limited; processing all guest service requests in our Boston and Cambridge locations; coordinating with appropriate Furnished Quarter’s departments, coordinating maintenance requests with the buildings as well as logging any requests in our Sales Force system.  This position requires someone to be detail-oriented and highly organized, with the ability to multi-task.  This is a full-time, remote position, and the work hours are from 2:30 pm PST - 11:00 pm PST and may require weekends.

Essential Functions

  • Responsible for creating arrival experience for guests to include pre-arrival preparation.
  • Provide superior customer service to guests/clients and resolves all service requests and deficiencies.
  • Maintains relationships with buildings maintenance departments to assist with facilitating guest needs and apartment maintenance effectively.
  • Facilitates departure process with guests, liasoning with the Accounting Department and utility providers.
  • Must be able to work remotely, following all company policies and protocols.

Primary Responsibilities

  • Answer all incoming calls in a friendly and efficient manner.
  • Creating, assigning and completing guest and internal cases in a timely manner.
  • Follow up with pending cases and ensure all notes are added daily.
  • Touring potential clients in apartments when requested.
  • Ensure all Furnished Quarters standards are met to include proper response time and detailed follow up.
  • Must become knowledgeable of local information to assist guests with transportation, dining, and entertainment options and any additional information which may be requested.
  • Prepare Welcome Packet’s for arrivals, including monitoring same day arrivals, emails regarding tenant switches, Unit ID Changes and Name Changes.
  • Greet each new guest with a Welcome Call via phone and email.
  • Distribute all Furnished Quarters guest/Doorman lists to buildings twice weekly.
  • Troubleshoot technical problems such as cable, television, and high speed internet with guests via phone and/or email.
  • Liaise with the Accounting department to communicate utility upgrades for guests.
  • Assist Leasing/Sales Team with various tasks as needed including answering Reservations Phone line and directing to the appropriate Sales contact.
  • Participation in the Furnished Quarters On-Call program.
  • Responsible for calling plumbers, electricians, exterminators, locksmiths, etc. as needed and for setting up billing.
  • 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 cordial attitude to all guests, employees, and staff members at all times.

Required Skills and Qualifications

  • Bachelor’s degree in Hospitality or related field preferred.
  • High School Diploma or equivalent.
  • 1 - 2 years previous administrative experience.
  • Experience in the hospitality, apartment management and/or the real estate industry is preferred.
  • Must have a professional telephone manner.
  • Multi-lingual skills highly desirable.
  • Ability to read, write, speak, and understand the English language fluently to communicate with management, clientele, and co-workers.
  • Computer Literate (Microsoft Office).
  • Flexibility to work schedules to include evenings and weekends as dictated by business and operational demands.

Benefits and Perks

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