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Furnished Quarters Guest Service Manager in New York, New York

Company Overview

Furnished Quarters is the largest independently owned and operated supplier of global temporary housing, offering over 100,000 fully furnished apartments in more than 800 cities worldwide. Headquartered in Manhattan, the company offers a selection of 1,500+ stylishly designed, strategically located, completely furnished apartments in New York City, White Plains, New Jersey, Massachusetts, California and Connecticut. Through formal national and global partnerships, we provide access to a wide portfolio of accommodations around the world.?

Job Summary

The Guest Service Manager is responsible for all aspects of the guest experience, beginning with the pre-arrival process through to the guest departure. Acting as a liaison between guests, operations, Accounting, Sales, and residential building management, the Guest Service Manager oversees the Guest Service Department's work activities, ensuring guest requests, maintenance issues, and needs are taken care of throughout their stay.

Essential Functions

  • Promotes the Furnished Quarters company culture centered around the company?s core values, mission, and vision.

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

  • Supervises the work activities of the Guest Service Department team.

  • Assigns service requests to the appropriate Guest Service Specialist to facilitate.

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

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

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

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

  • Understands and trains Guest Service team to utilize residential building portals to process guest requests.

  • Work with the Leasing Coordinator to handle maintenance requests for individually owned condo units.

  • Participates in the On-Call program.

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

  • Maintain Doorman List and Permission-to-Enter lists for guests.

  • Oversee Extermination Program, preventative, and corrective.

  • Facilitate HVAC summer and winter programs.

  • Responsible for communicating upgraded incidentals to Accounting for billing purposes.

  • Charges guests for damages in apartments.

  • Communicate KABA codes to guests extending their stays.

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

  • Accountable for department recruitment, employee training, performance reviews, and coaching and counseling of team members.

  • Facilitates weekly department meetings.

Qualifications and Skills

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

  • High School diploma or equivalency.

  • Two+ years' previous supervisory experience required.

  • Refinement of all computer skills including, but not limited to, Microsoft Office applications; Word, Excel, Outlook, Oscar, and SalesForce.

  • 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.

  • Ability to prioritize and to multi-task in a fast paced environment.

  • Excellent organizational and analytical skills with the ability to meet deadlines.

Benefits and Perks

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