Guest Operations Manager

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

Guest Operations Manager

Schedule: Tuesday through Saturday, 12:00–8:30 p.m. EST, with Saturday working remotely

Location: Onsite – New York, NY

Salary Range: $65,000–$75,000 annually + Bonus (based on experience and qualifications)

About Furnished Quarters

Furnished Quarters is the largest independently owned and operated provider of global temporary housing. With over 25 years of experience, we offer stylish, fully furnished apartments for business and leisure travelers staying 30 days or more. Our mission is to create a home away from home that is both elevated and seamless, supported by our Core Values of Care, Collaboration, Community, Challenge, and Career.

The Opportunity

We are seeking a Guest Operations Manager to lead the day-to-day performance and operational execution of an assigned Guest Operations team. This role oversees guest communication and service delivery, apartment readiness, daily staffing and workflow, and the coordination of operational activities throughout the guest journey. The Guest Operations Manager serves as a first-level escalation point while partnering closely with other Guest Operations Managers and teams across Global Operations, Core Operations, Sales, Property Leasing, Accounting, Technology, and other business areas to ensure consistent service and effective cross-functional handoffs.

What You’ll Do

• Lead, coach, and develop an assigned group of Guest Operations team members, setting clear expectations for performance, productivity, service quality, and accountability.
• 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.

What We’re Looking For

• High school diploma or equivalent required; bachelor’s degree in hospitality, business, or a related field preferred.
• At least 5 years of progressive experience in guest services, corporate housing, hospitality, operations, or a related service environment, including at least 3 years directly supervising employees.
• Proven ability to lead, coach, develop, and hold team members accountable for performance.
• Strong understanding of guest support, service recovery, case management, apartment operations, and operational execution.
• Experience managing staffing, scheduling, team coverage, performance reviews, and employee development.
• Proficiency in Microsoft Office, Salesforce, project management tools such as Asana, and related operational technology.
• Strong written and verbal communication, organizational, and prioritization skills with the ability to manage multiple workflows in a fast-paced environment.
• Ability to build effective cross-functional relationships and manage guest and operational escalations with professionalism and sound judgment.
• Flexible availability to participate in the rotating Manager On-Call Program, including evenings, weekends, and holidays as business needs require.

Why Join Us

At Furnished Quarters, we pride ourselves on being more than a place to work. We are a team united by values, committed to creating meaningful experiences for our guests and colleagues. You will join a supportive culture that values growth, collaboration, and continuous improvement.

Equal Opportunity Statement

Furnished Quarters is an equal opportunity employer committed to a workplace free from discrimination. We celebrate diversity and do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.