Guest Operations Lead — Hybrid NYC + Saturday Remote

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

Job summary

Furnished Quarters in New York City seeks a Guest Operations Manager to lead the daily operations of the Guest Operations team, ensuring service excellence, apartment readiness, and cross-functional coordination.

This role requires at least 5 years in guest services or hospitality, including 3 years supervising staff, with strong experience in Salesforce, Asana, and Microsoft Office. Onsite NY location with some Saturday remote work per schedule.

Qualifications

• Minimum 5 years in guest services or related hospitality operations, with 3+ years supervising.
• Proven ability to lead, coach, and hold team members accountable for performance.
• Strong understanding of guest support, service recovery, and case management.

Responsibilities

• Lead, coach, and develop an assigned group of Guest Operations team members, setting clear expectations for performance and accountability.
• Manage daily staffing, workload distribution, schedules, and coverage to support guest and business needs.
• Oversee daily Guest Operations activities, ensuring cases and tasks are prioritized, documented, and resolved within service levels.
• Monitor guest requests and escalated or delayed cases, ensuring timely resolution and appropriate ownership.
• Serve as a first-level escalation point for guest concerns and coordinate service recovery as needed.
• Oversee apartment setups/deconstructs and coordinate related services (utilities, housekeeping, maintenance).
• Ensure Guest Operations activity and apartment documentation are maintained in Salesforce and other systems.
• Partner cross-functionally to support apartment readiness and seamless service delivery.
• Monitor service quality and feedback to identify process gaps and drive improvements.
• Participate in the rotating Manager On-Call Program for evenings, weekends, and holidays.

Skills

Leadership

Staffing

Guest services

Communication

Salesforce

Asana

Microsoft Office

Case management

Education

Bachelor's degree in hospitality or related field

High school diploma or equivalent

Tools

Salesforce

Asana

Microsoft Office

Job description

Furnished Quarters in New York City seeks a Guest Operations Manager to lead the daily operations of the Guest Operations team, ensuring service excellence, apartment readiness, and cross-functional coordination.

This role requires at least 5 years in guest services or hospitality, including 3 years supervising staff, with strong experience in Salesforce, Asana, and Microsoft Office. Onsite NY location with some Saturday remote work per schedule.