Guest Services Manager

Guest Services Manager

Schedule: MondayFriday, 9:00 AM5:30 PM EST (Full-Time, Core Hours) Location: Onsite New York, NY Salary Range: $70,000$80,000 annually + Bonus (based on experience and qualifications)

About Furnished Quarters Furnished Quarters is the largest independently owned and operated provider of global temporary housing. With over 25 years of experience, we offer stylish, fully furnished apartments for business and leisure travelers staying 30 days or more. Our mission is to create a home away from home that is both elevated and seamless, supported by our Core Values of Care, Collaboration, Community, Challenge, and Career.

The Opportunity We are seeking a Guest Services Manager to lead a dynamic team of Specialists, Supervisors, and Coordinators who deliver exceptional experiences for our guests. This role is pivotal in ensuring every touchpoint, from pre-arrival to departure, reflects the highest standards of service. The Guest Services Manager is both a hands-on leader and a cross-functional partner, working closely with Operations, Sales, Accounting, Apartment Services, and building management.

What You'll Do

• Lead, coach, and develop Guest Services team members to deliver consistent, high-quality service.
• Oversee case management in Salesforce to ensure requests are resolved quickly and accurately.
• Manage escalated guest issues with professionalism and empathy, providing service recovery as needed.
• Collaborate with Operations, Sales, Accounting, Apartment Services, and building management to address guest needs and support seamless experiences.
• Communicate SOP updates and policy changes, ensuring the team understands and adopts new practices
• Monitor guest satisfaction feedback and use results to identify trends, coach staff, and recommend improvements
• Participate in the rotating Manager On-Call Program, addressing urgent guest or business needs after hours, on weekends, and holidays
• Maintain accurate administrative records, including doorman lists, building pages, and guest access authorizations

What We're Looking For

• Bachelor's degree in hospitality, business, or a related field required
• At least 5 years of hospitality, guest services, or operations experience, with 3 years in a supervisory or managerial role
• Strong leadership skills with proven success in coaching, mentoring, and holding team members accountable
• Proficiency in Microsoft Office, Salesforce, and project management tools such as Asana
• Excellent communication skills with the ability to adapt tone for guests, staff, and leadership
• Ability to balance multiple priorities and deadlines in a fast-paced environment
• Flexible schedule with availability to participate in the rotating Manager On-Call Program

Why Join Us At Furnished Quarters, we pride ourselves on being more than a place to work. We are a team united by values, committed to creating meaningful experiences for our guests and colleagues. You will join a supportive culture that values growth, collaboration, and continuous improvement. Equal Opportunity Statement Furnished Quarters is an equal opportunity employer committed to a workplace free from discrimination. We celebrate diversity and do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.