Guest Operations Lead — Hybrid NYC, Elevate Delivery

furnishedquarters; New York (NY); On-site; USD 65,000 - 75,000; Full time

Job summary

Furnished Quarters is hiring a Guest Operations Manager in New York City to lead the day-to-day Guest Operations team and ensure top-tier service across the guest journey.

You will manage staffing, case handling, and cross-functional collaboration with Operations, Sales, and Accounting while acting as a first-level escalation point for guest concerns. Evening, weekend, and holiday coverage may be required.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• 5+ years in guest services or related field; 3+ years supervising employees.
• Experience with staff scheduling, performance reviews, and development.
• Strong written and verbal communication; cross-functional collaboration.

Responsibilities

• Lead, coach, and develop an assigned group of Guest Operations team members, setting clear expectations for performance, productivity, service quality.
• Manage daily staffing, workload distribution, task prioritization, schedules, and coverage to support guest and business needs.
• Oversee daily Guest Operations activities, ensuring cases and tasks are appropriately assigned, prioritized, documented, and resolved within established service levels.
• Monitor guest requests and escalated or delayed cases, ensuring appropriate ownership, follow-up, and timely resolution.
• Serve as a first-level escalation point for guest concerns and operational issues, coordinating appropriate service recovery and escalating significant or recurring matters as needed.
• Oversee apartment setups and deconstructs and coordinate apartment-related services, including utilities, parking, housekeeping, maintenance, inspections, service appointments, and other operational activities.
• Ensure Guest Operations activity and apartment documentation are accurately maintained in Salesforce and other designated systems.
• Partner cross-functionally with Global Operations, Core Operations, Sales, Property Leasing, Accounting, Technology, and other teams to support apartment readiness and seamless service delivery.
• Monitor service quality, guest feedback, and recurring operational issues to identify process gaps and opportunities to improve efficiency, accountability, and consistency.
• Participate in the rotating Manager On-Call Program, responding to urgent guest and operational needs during evenings, weekends, and holidays.

Skills

Team leadership

Customer service

Communication

Organization

Prioritization

Cross-functional collaboration

Problem solving

Education

High school diploma or equivalent

Bachelor's degree in hospitality, business, or related field (preferred)

Tools

Salesforce

Microsoft Office

Asana

Job description

Furnished Quarters is hiring a Guest Operations Manager in New York City to lead the day-to-day Guest Operations team and ensure top-tier service across the guest journey.

You will manage staffing, case handling, and cross-functional collaboration with Operations, Sales, and Accounting while acting as a first-level escalation point for guest concerns. Evening, weekend, and holiday coverage may be required.