Guest Operations Manager — Onsite NYC Service Leader

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

Job summary

Furnished Quarters in New York, NY is seeking a Guest Operations Manager to lead daily operations across the guest journey. You will supervise a team, manage staffing and workflows, and coordinate service delivery with multiple internal groups to ensure high-quality guest experiences.

The role requires 5+ years in guest services or hospitality with at least 3 years of supervision. Strong communication and problem-solving skills, and proficiency with Salesforce and office tools are essential.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree in hospitality, business, or related field preferred.
• At least 5 years in guest services, corporate housing, hospitality, operations, or related service environment.
• Minimum 3 years supervising employees.
• Proven ability to lead, coach, and hold teams accountable for performance.
• Strong understanding of guest support, service recovery, case management, and apartment operations.
• Experience managing staffing, scheduling, and performance reviews.
• Proficiency with Microsoft Office, Salesforce, and related operational tools.

Responsibilities

• 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 assigned, prioritized, documented, and resolved within service levels.
• Monitor guest requests and escalated or delayed cases, ensuring ownership, follow-up, and timely resolution.
• Serve as a first-level escalation point for guest concerns and operational issues, coordinating service recovery and escalating significant matters.
• Oversee apartment setups and related services, including utilities, parking, housekeeping, maintenance, inspections, and service appointments.
• Ensure Guest Operations activity and apartment documentation are accurately maintained in Salesforce and other systems.
• Partner cross-functionally with Global Operations, Core Operations, Sales, Property Leasing, Accounting, Technology, and other teams.
• Monitor service quality and guest feedback to identify process gaps and improve efficiency and accountability.
• Participate in the rotating Manager On-Call Program, responding to urgent guest and operational needs during evenings, weekends, and holidays.

Skills

Leadership

Team collaboration

Communication

Organization

Problem solving

Education

Bachelor’s degree preferred

Tools

Salesforce

Job description

Furnished Quarters in New York, NY is seeking a Guest Operations Manager to lead daily operations across the guest journey. You will supervise a team, manage staffing and workflows, and coordinate service delivery with multiple internal groups to ensure high-quality guest experiences.

The role requires 5+ years in guest services or hospitality with at least 3 years of supervision. Strong communication and problem-solving skills, and proficiency with Salesforce and office tools are essential.