Guest Services Specialist

Full-Time Monday-Friday 9AM-5:30PM

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 Guest Service Specialist at Furnished Quarters is vital in delivering an exceptional guest experience aligned with our core values of care, collaboration, community, challenge, and career. This role ensures seamless service from pre-arrival to departure, focusing on personalized attention to make each guest feel valued. Specialists proactively address guest requests, collaborating closely with partners, properties, and internal departments to ensure every need is met promptly and efficiently. They follow up diligently to verify the completion of requests and maintain open communication with guests to confirm their satisfaction, embodying our commitment to care and quality.

ESSENTIAL FUNCTIONS

Guest Communication and Support:

• Ensure all guests receive comprehensive pre-arrival information 5-7 days before their stay, including key codes (Kaba, Latch, SmartRent, lockboxes, and applicable applications) and detailed arrival instructions.
• 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.
• Follow through with any special requests and amenity billings for in-house guests within the established 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.
• Accurately handle all communication with appropriate departments.
• Maintain knowledge of all core market apartment locations, accessing building portals, amenities, neighborhoods, and public transit to assist guests.
• Understand and effectively communicate with all global partners (Corporate Housing Providers, Property Direct Furnished, Property Direct Unfurnished, Vacation Rentals, and Hotels).
• 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.
• 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.

Relationship Management and Operational Support:

• 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, and applicable applications) to guests who have extended their stay or as needed.
• Liaise with the Apartment Services department to communicate utility upgrades for guests.
• Within a case, assign the correct department before submitting the work order/service appointment.
• 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. 

Core Values, Culture, and Continuous Improvement:

• Uphold and embody Furnished Quarters' core values of care, collaboration, community, challenge, and career in all interactions with guests, vendors, and colleagues. These values are the foundation of our company culture and guide our actions and decisions, ensuring we consistently deliver the highest level of service and professionalism.
• 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 Standard Operating Procedures 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.

Key Performance Indicators (KPIs)

The Guest Service Specialist will be evaluated based on their ability to meet or exceed the following KPI metrics aligning with organizational objectives and showcasing a commitment to results in managing cases and enhancing guest satisfaction as detailed in the Key Performance Indicators Policy: 

Case Aging: Evaluate the ability to address and resolve guest cases efficiently, ensuring that cases are handled promptly to maintain guest satisfaction and operational efficiency. Target: Consistently resolving cases within four days.

Salesforce Case Entry and Accuracy: Assess the accuracy and timeliness of logging all guest interactions and activities in Salesforce, including recording calls and emails and following Case Management Standard Operating Procedures (SOP). All cases should be entered within two hours of receipt and closed correctly with appropriate reasons and details added.

Incoming Call Response Rate: Measure the percentage of incoming calls answered by each Guest Service Specialist during their turn in the automatic call distribution system. Specialists are expected to answer all calls assigned during their shift, with an allowance of up to one missed call per shift without penalty.

Telephone Call Quality: Evaluate the ability to connect with clients using a positive tone of voice, active listening skills, and customer service techniques to ensure guest satisfaction. This includes proper salutations, effective use of empathetic phrases, proactive problem-solving, and accurate communication throughout the call.

Compliance and Performance Management:

• Meet or exceed established KPI metrics for performance and ensure alignment with company goals.
• Maintain accurate account description details and update Salesforce.
• Meet deadlines for company-wide compliance training.
• Meet deadlines for completion of monthly safety training.
• Complete one-on-one self-evaluations by established deadlines.

REQUIRED SKILLS & QUALIFICATIONS

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.

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 other machine.