Director of Guest Services

Company Overview

Furnished Quarters, a privately owned LGBTQ+ diverse, is a unique player in the short-term housing industry, boasting over 25 years of experience in alternative accommodations. As one of the largest independently owned companies, we offer diverse housing options for business and leisure travelers, setting us apart from the competition. Our commitment to providing an exceptional assortment of inventory and best-in-class service ensures our guests enjoy an elevated home-away-from-home experience.

Company Culture

At Furnished Quarters, we sit at the exciting intersection of travel, hospitality, real estate, lifestyle, and design. Our five Core Values are Challenge, Collaboration, Care, Career, and Community. We thrive on interesting challenges, celebrate collaboration, and deeply care about people, diversity, and inclusion as a certified LGBTQ+-owned business. We support every employee in their career growth and development and foster a community where people feel comfortable being themselves and finding fulfillment in their work. Maintaining a healthy work-life balance is not just encouraged but prescribed. Here, every person can define their own processes and work in an entrepreneurial environment where every voice is important. Work with us and find out what it means to #StayDifferent.

Job Purpose

The Director of Guest Services at Furnished Quarters is a key leadership role focused on enhancing guest experiences and managing the Guest Service Department. This position involves championing the company's values, overseeing guest request completion, providing solutions to guest difficulties, and coordinating with various departments. A significant part of the role includes training and developing the team, managing escalated guest issues, and ensuring smooth operational processes.

The Director is responsible for maintaining adherence to company policies and standards and continuously seeking ways to improve efficiency and service quality. This includes overseeing guest communication, managing maintenance requests, and handling various administrative and financial tasks. This role is based at our NYC office, with hours from Monday to Friday, 9:00 AM to 5:30 PM.

ESSENTIAL FUNCTIONS

Team Management and Development

• Champion the Furnished Quarters' core values, mission, and vision.
• Supervise the Guest Service Department team's work and guide their activities.
• Train the Guest Service team in utilizing residential building portals.
• Oversee employee training, performance reviews, coaching, and counseling.
• Adhere to One-On-One Performance Review procedures.
• Facilitate weekly department meetings.
• Responsible for department recruitment, scheduling, PTO approval, payroll processing, and Operations Field support during high business periods or team member absences.

Guest Services Operations

• Oversee the completion of all guest requests and issues, coordinating with Operations, Sales, and residential building management.
• Allocate service requests to the appropriate Guest Service Specialist.
• Ensure the delivery of pre-arrival emails, communication links, welcome packets, amenities, and pre-departure emails to guests.
• Handle escalated guest issues and decide on the best solution, keeping Sales and Upper Management informed.
• Collaborate with the Property Leasing team on maintenance requests for individually owned condo units.
• Oversee the Extermination Program and coordinate the HVAC systems for summer and winter.
• Maintain guest lists for Doormen and Permission-to-Enter authorizations.

Policy Compliance and Operational Efficiency

• Ensure adherence to and enforcement of all company policies and standards.
• Ensure the guest services team adheres to all Standard Operating Procedures (SOPs) and Key Performance Indicators (KPIs).
• Identify opportunities to improve efficiency through technology and updated operating procedures.
• Engage closely with key accounts and their sales leaders and be the primary contact for escalated cases across all accounts.

Financial and Administrative Responsibilities

• Handle communication of upgraded incidental charges to Accounting for billing and bill guests for any apartment damages.
• Participate in the On-Call program and assist with guest and business needs after hours and on weekends.
• Continuously seek ways to enhance the department's effectiveness.

REQUIRED SKILLS & QUALIFICATIONS

• A bachelor's degree in hospitality or other business-related degree is preferred.
• High School diploma or equivalency.
• Five years' previous supervisory experience is 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 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.

PHYSICAL REQUIREMENTS

To perform the essential functions of this job successfully, an employee must meet the physical demands described here, with or without accommodation.

While performing the duties of this job, the employee is regularly required to speak with customers and frequently sit, stand, and walk.

The employee must review text approximately 20 inches or less (i.e., working with small objects or reading small print), including using computers.

The employee must frequently enter text or data into a computer or machine.