Guest Services Specialist
3 days ago
The Guest Services Specialist at Furnished Quarters is a vital role in delivering an exceptional guest experience aligned with our core values of care, collaboration, community, challenge, and career. This position ensures seamless service from pre-arrival to departure, focusing on personalized attention to make each guest feel valued.
Key Responsibilities- Ensure all guests receive comprehensive pre-arrival information 5-7 days before their stay, including key codes and detailed arrival instructions.
- Work with the Global Team, housing partners, and local properties to relay arrival and departure instructions to the guest.
- 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.
- 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.
- Maintain knowledge of all core market apartment locations, accessing building portals, amenities, neighborhoods, and public transit to assist guests.
- 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.
- Greet new Key Account arrivals with a welcome telephone call and follow-up email.
- 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.
- 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) to guests who have extended their stay or as needed.
- Liaise with the Apartment Services to communicate utility upgrades for guests.
- 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.
- Uphold and embody Furnished Quarters' core values of care, collaboration, community, challenge, and career in all interactions with guests, vendors, and colleagues.
- 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 SOPs 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.
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