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Furnished Quarters Executive Director, Operations in New York, New York

Company Overview

Joining Furnished Quarters means being at the intersection of travel, hospitality, real estate, lifestyle, design, and many other industries – an exciting, dynamic mix of sectors. Working for an established, award-winning company that is still growing, expanding and innovating at every turn. Maintaining a healthy work-life balance that is not just encouraged but prescribed. And being part of a family-owned company where every voice is heard and amplified.

Since 1998, Furnished Quarters has been providing exceptional furnished apartments to both business and leisure travelers. We’ve grown to become the largest independently owned and operated supplier of global temporary housing, offering over 100,000 apartments in more than 800 cities around the world.

Both internally and externally, we celebrate five Core Values: Challenge, Collaboration, Care, Career, and Community. We love a good Challenge, to better ourselves and each other. We encourage and celebrate Collaboration at every turn. As a certified LGBT-owned business, we Care about people, diversity, and inclusion, treating others with respect and integrity. We support every employee in their Career growth and development. And we create a Community where people feel comfortable to be themselves and find fulfillment in their work.

Work with us and find out what it means to Stay Different.

Job Summary

The Executive Director, Operations, oversees all Furnished Quarters markets' day-to-day operations, providing leadership, training, coaching, and counseling to staff in all areas, ensuring the execution of established standards and guest satisfaction. In addition, this role will ensure apartments' conditions are maintained through proper maintenance and inspection and meet the Design department's established appearance standards.

Acting as a liaison between guests, Operations, Accounting, Sales, and residential building management teams, the Executive Director, Operations, is responsible for all aspects of the guest experience and Operations support. This role ensures guest requests, maintenance issues, and service needs are taken care of throughout their stay and appropriate service recovery solutions.

ESSENTIAL FUNCTIONS

  • Oversees the Guest Service, Field Operations, Warehouse, Maintenance, Housekeeping, and other vendor teams' work activities.

  • Creates and publishes Standard Operating Procedures for Operations Departments, ensuring all team members are appropriately trained on process flow and comply with directives.

  • Develop and maintains operations purchasing program. Presents product options to the head of Design and ownership and negotiates expenses with vendors annually.

  • Linen Program

  • Housewares

  • Electronics

  • Cleaning Supplies

  • Office Supplies

  • VIP Amenities

  • Create, publish and maintain approved purchasing guides used by all markets.

  • Approves purchasing requests following budgetary guidelines and ensuring inventory controls are maintained.

  • Work with the Sales team to respond to operational questions on client RPF's submitted.

  • Ensure Solutions and Knowledge pages are correctly maintained and updated as required.

  • Maintain OSCAR tracking of all upgraded units.

  • Conduct in-market apartment inspections and present findings to operations teams.

  • Review and responds to all service reviews published on Furnished Quarters and third-party platforms.

  • Monitor and compile monthly service scores for all markets and publish.

  • Supervises the On-Call management support program and monitors call types received for all markets. Establish a baseline for targeting trending issues experienced by guests and action.

  • Conducts daily and weekly Operations meetings with the appropriate teams.

  • Maintain electronics logs for all markets. Organize television upgrades as necessary.

  • Ensures all operations departments maintain relationships with all vendors and contractors.

  • Establishes and maintains working relationships with all residential building staff - building superintendent/management, maintenance staff, and door attendants.

  • Ensures that all operation teams become trained on OSHA guidelines, including proper chemical usage, adequate labeling of chemicals used by the team, and maintaining the OSHA station, including keeping records and MSDS forms updated.

  • Manage Apartment Set-Ups, Deconstructs, and Upgrades (UDS), coordinating with the Design Team, the Operations Team, and all relevant vendors to ensure completion. Publish UDS report weekly.

  • Assists with guests and business need after hours and on weekends as required.

  • Establishes and maintains relationships with all vendors and contractors.

  • Establishes and maintains working relationships with all necessary building staff - building superintendent/management, maintenance staff, and door attendants.

  • Liaises with the Marketing Department to assist with ISAAP inspections and to provide new apartment information.

  • Acts as the main point of contact with Select Warehouse for scheduling deliveries and inventory control.

  • Communicates information about building renovations and scheduling details with internal Furnished Quarters teams.

  • Works with the Property Leasing team to resolve building issues.

ESSENTIAL FUNCTIONS - GUEST SERVICES DEPARTMENT

  • Reviews the Guest Service Department team's work activities in conjunction with the Director of Guest Services, ensuring compliance with the standard operating procedures.

  • Oversee the execution of all guest requests, deficiencies, and needs through to completion, liaising with Operations, Sales, and residential building management.

  • Monitors Guest Service and Maintenance case response time in Salesforce and takes appropriate action to resolve cases within the established response time standards.

  • Utilizes Oscar and Salesforce to enter, monitor, track, and report on all tasks, cases, and schedules.

  • Ensures Guest Services actively responds to issues presented on all third-party platforms.

  • Solves guest escalations and determines the appropriate service recovery approach, informing the Sales Team and Upper Management/Ownership as necessary.

  • Solves guest escalations and determines the appropriate service recovery approach, informing the Sales Team and Management as appropriate.

  • Confirms the delivery of guest pre-arrival emails, MyFQ communication links, welcome packets, amenities, and pre-departure emails.

  • Identifies, communicates, and prioritizes VIP Arrivals and Service requests with the Operations staff.

  • Understand and utilize residential building portals to process guest requests.

  • Responds to guest surveys; Furnished Quarters Surveys and Trust Pilot surveys.

  • Oversee and ensures guest services follow proper procedures to handle maintenance requests for individually owned condo units.

  • Ensures Doorman List and Permission-to-Enter lists for guests are published.

  • Ensure Extermination Program, preventative, and corrective.

  • Ensures HVAC summer and winter programs are properly maintained.

  • Oversee KABA Key platform ensuring safety measures followed to ensure guest security.

  • Monitors and ensures incidentals charges for damages or upgraded services sent to Accounting for billing purposes.

  • Charges guests for damages in apartments.

ESSENTIAL FUNCTIONS - HOUSEKEEPING OPERATIONS

  • Reviews the outsourced Housekeeping vendor team's work activities in conjunction with the Director of Housekeeping Operations, ensuring compliance with the standard operating procedures.

  • Ensures general apartment condition, cleanliness, and furniture placement meet established Furnished Quarters standards.

  • Monitors and reports any general building issues, i.e., hallways need painting, washer/dryer not functioning correctly.

  • Vets Housekeeping vendors, negotiate contract pricing, terms, and adherence to FQ standards.

  • Approves scheduled housekeeping services with the contracted Housekeeping vendor, ensuring compliance with financial directives.

  • Conduct monthly meetings with all Operation vendors servicing Furnished Quarters. Review of service delivered and deficiencies to correct.

  • Write and maintain housekeeping vendor standard operating procedures.

  • Reviews and approves the Housekeeping push list process.

ESSENTIAL FUNCTIONS - WAREHOUSE & FIELD OPERATIONS

  • Reviews the Operations team's work activities in conjunction with the Director of Operations, ensuring compliance with the standard operating procedures.

  • Review the field teams' inspection forms, and ensure continuous training on standards.

  • Assists with and oversees Apartment Set-Ups, Deconstructs, and Upgrades, coordinating with the Operations team and scheduling all vendors (movers, painters, utilities, etc.).

  • Ensures the Operations team correctly executes the Design team vision and apartment layouts.

  • Conducts follow-up inspections behind the Field Operations team to assess quality control.

  • Trains the team on OSHA guidelines, including proper chemical usage, adequate labeling of chemicals used by the team, and maintaining the OSHA station to include keeping records and MSDS forms up to date.

  • Ensure monthly inventories are completed, maintain established cleaning supply and guest supply par levels, and order additional stock through approved vendors per budgetary guidelines.

  • Ensure SOP adherence on maintaining custody of equipment, keys, and supplies at all times to protect and preserve the company and guest property.

  • Oversee WMS (Select/Warehouse) inventory system for furniture orders and delivery.

ESSENTIAL FUNCTIONS – G&S BUILDING MANAGEMENT

  • Oversee operations of company-owned Brownstones, ensuring all annual inspections are completed and documented as required by the city (HPD).

  • Boilers

  • Elevators

  • Gas & Electric

  • Sprinkler and Fire Safety

  • Annual Insurance Inspections

  • Oversee preventative maintenance process of all Brownstone units, inclusive public space cleaning, HVAC, building exterior, and snow maintenance. Ensure units are prepared for G&S rentals as requested.

  • Coordinate and schedule with vendors the cleaning and maintenance of all gardens at Brownstone locations.

  • Building code and violation management.

ESSENTIAL FUNCTIONS – ACCOUNTING RELATED

  • Develops the department's annual budget and keeps track of labor costs and related expenses.

  • Reports department expenses, inventories, activities, and employees' adherence to policy and shares data with appropriate department heads.

  • Review and approve all AP / PO requests for the operations department.

  • Approve and submit expenses via Concur by the monthly deadline.

  • Create annual Operations budget checkbooks for all markets. Conduct monthly meetings with the team to review expenses and ensure spending adjustments relate to product profitability.

  • Review Operations payroll reports to ensure proper budgetary controls, provide detailed explanations of variances and measures to correct overages.

ESSENTIAL FUNCTIONS - HUMAN RESOURCES RELATED

  • Actively promotes the Furnished Quarters company culture centered on its core values, mission, and vision.

  • Adheres to, monitors, and enforces compliance with all company policies, procedures, and standards; provides clear direction in advising and instructing staff in work details.

  • Recruits department staff, trains staff, monitors their progress, and provides feedback and coaching, and counseling as necessary.

  • Conducts monthly one-on-one meetings with team members, works with team members to create relevant SMART Goals, and completes employee reviews.

  • Reviews and approves payroll for Operations in all markets.

  • Responsible for department scheduling, PTO approval, and payroll processing.

  • Monitors Operations payroll spend in all markets, ensuring budgetary guideline adherence and necessary adjustments when required to provide efficiencies.

REQUIRED SKILLS & QUALIFICATIONS

  • Bachelor's Degree in Hospitality or other business-related degree required.

  • High School diploma or equivalency.

  • Ten years minimum experience in an Operations Leadership capacity in the Corporate Housing or Hotel Industry.

  • Must have the ability to work in a team-based environment and thrive on collaboration.

  • Must be a skilled leader who creates an inspiring vision, leads by example through mentoring and coaching.

  • Strong interpersonal and communication skills.

  • Exhibit excellent organizational skills.

  • Entrepreneurial and work well in a rapidly changing environment.

  • Possess a strong work ethic, with the ability to work in a dynamic and demanding work environment to meet critical deadlines and complete projects with minimal supervision.

  • Possess the ability to create and manage budgets.

  • Ability to report daily to the New York office for completion of work assignments and the ability to travel to various work sites throughout the workday using public transit.

  • Ability to travel to other cities with a Furnished Quarters core market.

  • Microsoft Office applications; Word, Excel, Outlook, Oscar, and SalesForce.

  • Ability to read, write, speak, and understand the English language fluently to communicate with management, clientele, and co-workers.

  • Ability to add, subtract, multiply, and divide into all measure units, using whole numbers, common fractions, and decimals.

  • Ability to read, write, speak, and understand the English language to communicate with management, clientele, and co-workers.

  • Maintain a professional appearance and cordial attitude to clients and colleagues at all times.

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