Guest Operations Manager

Furnished Quarters•New York, NY

1d•$65,000 - $75,000•Onsite

About The Position

We are seeking a Guest Operations Manager to lead the day-to-day performance and operational execution of an assigned Guest Operations team. This role oversees guest communication and service delivery, apartment readiness, daily staffing and workflow, and the coordination of operational activities throughout the guest journey. The Guest Operations Manager serves as a first-level escalation point while partnering closely with other Guest Operations Managers and teams across Global Operations, Core Operations, Sales, Property Leasing, Accounting, Technology, and other business areas to ensure consistent service and effective cross-functional handoffs.

Requirements

High school diploma or equivalent required
At least 5 years of progressive experience in guest services, corporate housing, hospitality, operations, or a related service environment
At least 3 years directly supervising employees
Proven ability to lead, coach, develop, and hold team members accountable for performance
Strong understanding of guest support, service recovery, case management, apartment operations, and operational execution
Experience managing staffing, scheduling, team coverage, performance reviews, and employee development
Proficiency in Microsoft Office, Salesforce, project management tools such as Asana, and related operational technology
Strong written and verbal communication, organizational, and prioritization skills with the ability to manage multiple workflows in a fast-paced environment
Ability to build effective cross-functional relationships and manage guest and operational escalations with professionalism and sound judgment
Flexible availability to participate in the rotating Manager On-Call Program, including evenings, weekends, and holidays as business needs require

Nice To Haves

bachelor’s degree in hospitality, business, or a related field preferred

Responsibilities

Lead, coach, and develop an assigned group of Guest Operations team members, setting clear expectations for performance, productivity, service quality, and accountability.
Manage daily staffing, workload distribution, task prioritization, schedules, and coverage to support guest and business needs.
Oversee daily Guest Operations activities, ensuring cases and tasks are appropriately assigned, prioritized, documented, and resolved within established service levels.
Monitor guest requests and escalated or delayed cases, ensuring appropriate ownership, follow-up, and timely resolution.
Serve as a first-level escalation point for guest concerns and operational issues, coordinating appropriate service recovery and escalating significant or recurring matters as needed.
Oversee apartment setups and deconstructs and coordinate apartment-related services, including utilities, parking, housekeeping, maintenance, inspections, service appointments, and other operational activities.
Ensure Guest Operations activity and apartment documentation are accurately maintained in Salesforce and other designated systems.
Partner cross-functionally with Global Operations, Core Operations, Sales, Property Leasing, Accounting, Technology, and other teams to support apartment readiness and seamless service delivery.
Monitor service quality, guest feedback, and recurring operational issues to identify process gaps and opportunities to improve efficiency, accountability, and consistency.
Participate in the rotating Manager On-Call Program, responding to urgent guest and operational needs during evenings, weekends, and holidays.