Guest Services Specialist

Summary

Join us to experience what it means to #StayDifferent as a Guest Service Specialist at Furnished Quarters, delivering an exceptional guest experience aligned with our core values of care, collaboration, community, challenge, and career.

Requirements

• A bachelor's degree in hospitality, business, or a related field is highly preferred
• High School Diploma or equivalent
• At least three years of customer-focused service experience in hospitality, apartment management, corporate housing, real estate, or a similar industry is required
• Refinement of all computer skills, including Microsoft Office applications such as Word, Excel, Outlook, Oscar, FQ Live, 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 English to communicate with management, clientele, and co-workers
• Ability to prioritize and multi-task in a fast-paced environment
• Excellent organizational and analytical skills with the ability to meet deadlines
• Participates in the On-Call, after-hours program

Responsibilities

• Ensure all guests receive comprehensive pre-arrival information 5-7 days before their stay, including key codes (Kaba, Latch, SmartRent, lockboxes) and detailed arrival instructions
• Work with the Global Team, housing partners, and local properties to relay arrival and departure instructions to the guest
• Provide superior customer service by promptly resolving guest or client service requests and deficiencies
• Answer incoming telephone calls following the Guest Service Telephone Standard Operating Procedure, exhibiting high-touch customer service techniques
• Engage clients and build rapport through an upbeat personality, positive tone of voice, and active listening skills during telephone interactions
• Log all communications in Salesforce, including telephone calls and emails, following the Case Management Standard Operating Procedure
• Respond to all emails, telephone call inquiries, voicemails, and new cases within a 2-hour timeframe
• Create, assign, and complete guest and internal cases as stated in the Case Management Standard Operating Procedure
• Efficiently manage guest and internal cases following the Case Management Standard Operating Procedure
• Compose and send professional, friendly business emails to clients, ensuring all emails are free of grammatical and spelling errors and follow the company's established email etiquette guidelines
• Maintain knowledge of all core market apartment locations, accessing building portals, amenities, neighborhoods, and public transit to assist guests
• Troubleshoot technical problems such as cable, television, and high-speed internet with guests via telephone or email
• Maintain well-documented, accurate, organized, and up-to-date information in all FQ systems
• When gym access is requested, create the case and follow up with guest service leaders once approved
• Greet new Key Account arrivals with a welcome telephone call and follow-up email
• Monitoring and actioning same-day arrivals, emails regarding tenant switches, Unit ID Changes, and Name Changes
• Handling G&S buildings as specified in our G&S training agenda
• Build and maintain professional relationships with partners and properties to facilitate guest needs and apartment maintenance
• Work with the Global Team, housing partners, and local properties to relay arrival and departure instructions to the guest
• Distribute doorman lists to all core buildings in each market once a week and update them for last-minute arrivals
• Distribute updated Key Codes (Kaba/Latch/SmartRent) to guests who have extended their stay or as needed
• Liaise with the Apartment Services to communicate utility upgrades for guests
• Coordinate with service providers (plumbers, electricians, exterminators, locksmiths, etc.), ensuring billing aligns with Furnished Quarters standards
• Responsible for uploading pre-arrival information and final inspection forms via portal/email as per our partner requirements
• Participate in the Guest Service team meetings and huddles, asking appropriate questions and sharing best practices with team members
• Maintain a professional appearance, following company standards to present a positive image to guests and colleagues
• Demonstrate a friendly attitude towards guests, employees, and staff, contributing to a welcoming environment
• Participate in the On-Call program and provide timely assistance and support to guests' emergencies outside regular business hours following the On-Call Standard Operating Procedure
• Stay updated with all relevant SOPs and policies, exercising discretion and judgment in all interactions
• Demonstrate strong multitasking abilities, primarily when operating multiple computer programs
• Follow up with pending and aging cases and update all open cases daily

Benefits

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