Guest Services Specialist
About The Position
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. 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.
Requirements
- 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
- 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
Nice To Haves
- Bachelor’s degree in hospitality, business, or related field preferred
Responsibilities
- Send clear, timely pre-arrival instructions including key codes and access information
- Respond to guest requests via phone, email, and Salesforce within a 2-hour SLA
- Troubleshoot common issues (internet, TV, access) and coordinate in-field solutions
- Maintain accurate, up-to-date documentation in all systems
- Deliver high-touch support via phone, following hospitality-standard call procedures
- Manage service cases from intake to resolution, ensuring timely follow-up and guest satisfaction
- Welcome Key Account guests with personalized outreach
- Action urgent items like same-day arrivals, unit changes, and internal updates
- Collaborate with partners, building staff, and service providers (e.g., locksmiths, electricians)
- Manage and distribute weekly doorman lists and updated access codes
- Upload documents and inspection forms in accordance with partner requirements
- Coordinate with teams across time zones and geographies to ensure guest needs are met
- Communicate service upgrades or utility changes to impacted guests
- Embody our core values in every interaction—with guests, colleagues, and vendors
- Participate in team huddles and knowledge-sharing sessions
- Stay up to date with policies, procedures, and service standards
- Take part in our rotating On-Call program to assist with after-hours guest emergencies
Benefits
- Medical, Dental, and Vision Insurance
- Life, Short- and Long-Term Disability Insurance
- Medical FSA and Commuter Benefits
- 401(k) with Company Match
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
