Guest Service Specialist
Location: New York, NY (In-Person)
Schedule: Monday–Friday, 12:00 PM – 8:00 PM EST
Compensation: $24–26/hr, depending on experience
About Furnished Quarters
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.
If you’re looking to join a culture that values work-life balance, celebrates your uniqueness, and gives your voice weight, it’s time to #StayDifferent.
The Opportunity
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.
What You’ll Do Guest Experience & Communication
Provide timely, professional, and personalized support to guests and clients by phone, email, and other approved communication channels
Send accurate pre-arrival, arrival, stay-related, and departure communications within established timeframes
Respond to guest inquiries, voicemails, emails, and service cases within established service levels
Manage guest and internal cases from intake through resolution, ensuring timely follow-up and clear documentation
Troubleshoot common access, Wi-Fi, television, utility, parking, and apartment-related concerns and coordinate additional support when needed
Serve as an initial point of contact for guest concerns and appropriately escalate complex, urgent, or recurring issues
Maintain accurate records of guest interactions, actions, decisions, and outcomes in Salesforce and other designated systems
Support service recovery by coordinating corrective action and keeping guests and internal partners informed
Operations & Coordination
Coordinate apartment setups and deconstructs, arrivals, departures, inspections, and apartment-readiness activities
Support utility setup and changes, internet and television services, parking arrangements, housekeeping, maintenance, and other apartment-related services
Coordinate service appointments, vendor and building access, elevator reservations, Certificates of Insurance, and property-specific requirements
Review inspection results and follow up on deficiencies that could affect apartment readiness or the guest experience
Partner with properties, building management, vendors, and cross-functional teams to resolve operational needs and ensure effective handoffs
Monitor open cases, tasks, deadlines, and service levels using Salesforce dashboards and other operational tools
Maintain accurate documentation and supporting information for operational activities and billing
Communicate delays, risks, roadblocks, and unresolved concerns to the appropriate stakeholders
Culture & Teamwork
Collaborate with colleagues, properties, vendors, and cross-functional partners through timely and professional communication
Maintain ownership of assigned cases and responsibilities from initiation through completion
Participate in cross-training and provide coverage across Guest Operations based on business and staffing needs
Maintain a calm, professional, and solutions-oriented approach during urgent, complex, or high-volume situations
Identify recurring service issues or workflow gaps and share opportunities for improvement
Embody Furnished Quarters’…