Apartment Services Manager, Operations

Furnished Quarters•New York, NY

2d•$70,000 - $80,000•Onsite

About The Position

We’re seeking an experienced, operationally driven Apartment Services Manager to lead the daily functions of our Apartment Services team. In this role, you will oversee apartment setups and deconstructs, maintenance coordination, SOP compliance, vendor partnerships, and cross-department collaboration. You’ll ensure operational excellence across our core and global markets—supporting seamless guest experiences and efficient internal workflows. This position is perfect for a service-oriented leader who thrives in a fast-paced environment, is passionate about process improvement, and excels at coaching, delegating, and organizing complex operational tasks.

Requirements

Bachelor’s degree in hospitality, business, or a related field (required)
Minimum of 5 years of experience in hospitality, guest services, or operations, including 3+ years in a supervisory or managerial role
Proficiency in Microsoft Office and operational tools such as Salesforce, Asana, and similar CRM systems
Strong leadership capabilities with experience mentoring and holding teams accountable
Excellent communication skills: verbal, written, and interpersonal
Proven customer service expertise and the ability to resolve complex operational issues
Exceptional time management, organization, and prioritization skills
Ability to thrive in a fast-paced, high-volume environment
Flexibility to participate in the Manager On-Call rotation, including evenings, weekends, and holidays

Responsibilities

Manage and oversee apartment setups, deconstructs, and inspections across core and global markets.
Coordinate with Guest Services, Property Leasing, and Operations partners to ensure accuracy and timeliness.
Review Global Arrivals and ensure inspections are received and addressed quickly.
Oversee building maintenance programs including preventative maintenance and painting schedules.
Maintain accurate task tracking and data integrity in Salesforce and other internal systems.
Monitor escalations and delayed tasks and communicate timely updates to cross-functional teams.
Participate in the rotating Manager On-Call Program, including evenings, weekends, and holidays.
Partner with Guest Services, Property Leasing, Accounting, and Operations to support smooth workflows and accurate billing.
Escalate recurring issues to leadership with thoughtful solutions.
Maintain productive relationships with internal and external partners.
Lead, mentor, and support Apartment Services Specialists to ensure efficient execution of daily responsibilities.
Conduct team meetings, one-on-one coaching sessions, and formal performance reviews.
Monitor productivity and ensure on-time completion of setups, deconstructs, service requests, inspections, and Global Arrival Instructions.
Ensure compliance with departmental SOPs and uphold service quality standards.
Address performance issues promptly and partner with HR when escalation is required.
Maintain visibility and provide hands-on support during high-volume periods.
Provide ongoing training on department SOPs, operational processes, and systems.
Document performance concerns and lead corrective action discussions when needed.
Conduct scheduled SOP reviews and ensure team members meet all HR-assigned training deadlines.
Support onboarding and training milestones for new hires.
Ensure adherence to all company policies and regulatory requirements.
Identify opportunities for operational improvements and efficiency gains.
Support the rollout of new processes, technologies, and system enhancements.
Maintain detailed records for audits and compliance reviews.