Apartment Services Specialist

Position: Apartment Services Specialist

Reporting to: Director, Apartment Services, Apartment Services Manager

Company Overview

Company Culture

Job Purpose

Essential Functions

Utility Account Management and Coordination

• Manage utility setups for new units in core and global markets, ensuring smooth and timely installations.
• Handle guest service requests related to utility services, account changes, and disconnections.
• Track all existing utility accounts and maintain up-to-date records in Salesforce and Oscar systems.
• Manage Wi-Fi upgrades and promptly resolve internet service issues to ensure seamless connectivity.
• Oversee all facets of the DirecTV program, including setup, reallocating credentials across apartments, and ensuring timely updates to the Product Utility page in Salesforce.

Parking Setup and Billing

• Manage all guest parking arrangements, ensuring precise coordination with parking vendors and prompt communication with Guest Services or the Sales Coordinator to meet guest needs efficiently.
• Manage parking requests and ensure that spaces are reserved for guests as required.
• Track parking usage and maintain accurate billing records for parking services in Salesforce.
• Efficiently manage guest departure dates by providing timely notices to parking garages, ensuring accurate billing and smooth transitions.
• Collaborate with the Accounting team to ensure accurate and timely billing for parking services and resolve billing or account management discrepancies.
• Serve as the primary point of contact for guest parking inquiries, delivering prompt and accurate responses to Guest Services or the Sales Coordinator to ensure a seamless guest experience.

Housekeeping and Maintenance Coordination

• Support the scheduling of housekeeping services for global and core market apartments, working closely with external housekeeping vendors.
• Communicate with outsourced teams to manage cleaning schedules and ensure compliance with Furnished Quarters standards.
• Track and assign tasks for apartment arrivals, departures, and housekeeping through Salesforce and other internal systems.
• Maintain up-to-date apartment cleanliness status in both Oscar and Salesforce.
• Monitor maintenance requests and ensure timely resolution by coordinating with building management and vendors.

Vendor and Property Relationships

• Establish relationships with building management, housekeeping, utility, and parking vendors to ensure efficient service delivery.
• Coordinate vendor access to buildings, including securing Certificates of Insurance (COIs), reserving elevators, and scheduling services to meet operational deadlines.
• Manage relationships with property management teams, ensuring compliance with building regulations and addressing service-related issues.
• Manage and coordinate permission to enter for specified buildings for photoshoots and tours.
• Collaborate with the property leasing team to identify apartments scheduled for full repainting and coordinate the painting process with building management and the Furnished Quarters operations team to ensure timely completion.

Operational Reporting and Task Management

• Generate daily operational reports to coordinate arrivals, departures, and cleaning schedules.
• Monitor the completion of assigned tasks to ensure timelines are met, and all services are executed according to Furnished Quarters' standards.
• Efficiently resolve assigned cases in Salesforce accurately and within the designated timeframes to maintain operational flow and client satisfaction.
• Leverage the Apartment Service dashboard to effectively manage and prioritize daily tasks, ensuring optimal workflow and task completion.

Internal Team Support

• Respond promptly to inquiries regarding parking, housekeeping, utilities, and other apartment service responsibilities, ensuring timely and efficient support.
• Act as the primary point of contact for escalated service issues, including housekeeping, utilities, and parking, ensuring swift resolution and guest satisfaction.
• Collaborate with internal teams, including Guest Services, Operations, Property Leasing, and Global Leasing, to ensure seamless operations and deliver an exceptional guest experience.
• Actively participate in the rotating on-call program as scheduled, ensuring availability to address urgent issues and support continuous operations.

Required Skills & Qualifications

• Education: A high school diploma or equivalent is required; a bachelor’s degree in hospitality, business, or a related field is preferred.
• Experience: 3+ years of experience in hospitality, apartment management, corporate housing, or operations required.
• Proficient in Microsoft Office applications, including Excel, Word, and Outlook. Experience with Salesforce and Oscar preferred.
• Strong communication skills, both verbal and written.
• Excellent organizational skills with the ability to multitask and prioritize in a fast-paced environment.
• Flexibility to work evenings and weekends and participate in an on-call schedule as dictated by business demands.

Physical Requirements

• While performing the duties of this job, the employee is regularly required to speak with customers and must frequently sit, stand, and walk.
• The employee must review text approximately 20 inches or less (i.e., working with small objects or reading small print), including using computers.
• The employee must frequently enter text or data into a computer or machine.

OTHER DUTIES