Guest Services Specialist - NYC

Company Overview

Job Summary

Essential Functions

• Responsible for creating an arrival experience for guests to include all pre-arrival preparation.
• Provide superior customer service to guests/clients and resolves all service requests and deficiencies.
• Maintains relationships with assigned partners and properties to assist with facilitating guest needs and apartment maintenance and upkeep effectively.
• Manages the departure process with guests, Accounting, and utility providers.
• Report daily to the New York Office to perform all essential job functions efficiently and effectively.
• Participate in the on-call after-hours program, ensuring timely support and assistance to guests outside regular business hours.

Primary Responsibilities

• Answer all incoming calls in a friendly and efficient manner.
• Creating, assigning, and completing guest and internal cases promptly.
• Follow up with pending cases and ensure all notes are added daily.
• Ensure all Furnished Quarters standards are met to include proper response time and detailed follow-up.
• Work with housing partners and local properties to create arrival and departure instructions that are informative to the guest and meet the Furnished Quarters brand standard.
• Work with housing partners and local properties to ensure delivery of apartment photography and inspection forms, when required, to ensure that apartment meets Furnished Quarters brand standard.
• Must become knowledgeable of local information to assist guests with transportation, dining, and entertainment options and any additional information which may be requested.
• Ensure all guests receive keys and key codes (Kaba) once the reservation is approved.
• Distribute updated Key Codes (Kaba) to guests who have extended their stay or on an as-need basis.
• Establish cable accounts for apartments as directed following Furnished Quarters procedures.
• Troubleshoot technical problems such as cable, television, and high-speed internet with guests via phone or email.
• Greet each new guest with a Welcome Call via phone and email.
• Distribute Gym Keys once approved by Accounting Department and follow tracking Standard Operating Procedure.
• Liaise with the Accounting department to communicate utility upgrades for guests.
• Assist the Leasing Team with various tasks as needed including answering the Leasing telephone line and directing to the appropriate Sales contact.
• Participates in the Furnished Quarters On-Call program.
• Responsible for calling plumbers, electricians, exterminators, locksmiths, etc. as needed and for setting up billing per Furnished Quarters standards.
• Maintain well-documented, accurate, organized, and up-to-date information.
• 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 friendly attitude to all guests, employees, and staff members at all times.

Qualifications and Skills

• Bachelor's degree in Hospitality or related field preferred.
• High School Diploma or equivalent is required.
• 1 - 2 years previous guest service-related experience.
• Experience in the Hospitality, apartment management, or real estate industry is preferred.
• Exceptional communication skills.
• Experience with Microsoft Office (Outlook, Word, Excel).
• Strong business writing acumen.
• Flexibility to work schedules to include evenings and weekends as dictated by business and operational demands.
• Participates in the On-Call, after-hours program.

Physical Requirements

Benefits and Perks

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