Guest Service Specialist

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’ Core Values of Care, Collaboration, Community, Challenge, and Career
• Participate in the rotating On-Call program, including evenings, weekends, and holidays, as business needs require

What You Bring

• Bachelor’s degree in hospitality, business, or related field preferred
• 3+ years in guest services, hospitality, property management, or corporate housing
• Experience with Microsoft Office Suite, Salesforce, Oscar, or similar CRM systems
• Exceptional written and verbal communication skills
• Strong multitasking abilities and comfort working with multiple systems at once
• A calm, solution-focused demeanor—even in time-sensitive situations
• A proactive, team-first mindset

• This is a full-time, hourly position working in-office Monday through Friday, 9:00 AM – 5:30 PM EST
• Must participate in an after-hours, rotating On-Call program
• Requires regular computer use and prolonged periods of sitting or standing
• Physical requirements include the ability to read small print and use a computer

• Medical, Dental, and Vision Insurance
• Life, Short- and Long-Term Disability Insurance
• Medical FSA and Commuter Benefits
• 401(k) with Company Match