Client Services Manager

Company Overview

AKA Hotels+Hotel Residences provides upscale hotel stays and fully furnished residences in major city neighborhoods, combining residential comfort with hotel-style service, wellness, and lifestyle conveniences. Known for its long-stay hospitality model, AKA blends the privacy and ease of an apartment with the polished experience of an intimate hotel. The brand operates under Korman Communities, a family-owned real estate company founded in 1909 and recognized for pioneering the furnished suite concept. The environment values considered design, high-touch service, and enduring guest relationships.

Role Summary

This is a full-time, on-site position in New York, NY focused on managing guest and resident interactions to maintain strong satisfaction and loyalty. The Client Services Manager handles daily communication with clients, addresses questions and concerns, and delivers tailored solutions that reflect AKA’s service standards. The role works closely with front office, operations, and sales teams to manage arrivals, departures, special requests, and the needs of extended-stay guests. It also includes tracking service performance, reviewing feedback, identifying improvement areas, documenting client service activity, supporting service training, and representing the company professionally in all client-facing communication.

Key Responsibilities

• Support the sales team in building and maintaining relationships with Relocation Management Companies and Corporate Housing Providers to help drive 30+ night bookings, especially in New York City.
• Help evaluate relocation leads by collecting details about guest budgets and preferences to support pricing recommendations.
• Respond promptly to reservation requests, client questions, and pre-arrival requirements through approved communication channels.
• Assist with reservation coordination, including booking details, billing information, and internal follow-up.
• Develop productive working relationships with property teams across AKA’s New York residences.
• Build and maintain knowledge of suite offerings and inventory across AKA New York properties.
• Keep CRM records current, including pipeline activity and reporting accuracy.
• Serve as a backup client contact when senior team members are not available.
• Help maintain property details on third-party relocation platforms, including content updates, policies, and photography.
• Support leadership in reviewing monthly rates and analyzing seasonality and booking trends.
• Assist with resident extensions and post-stay tasks, including billing checks and follow-up communication.
• Monitor incoming leads and contribute to weekly pipeline updates and reports.
• Help coordinate on-site tours for clients and prospective residents when needed.
• Provide general sales assistance to the NYC Director and sales team as required.
• Assist with meeting preparation and participate in team and client meetings as needed.
• Support reporting projects and CRM data management as assigned by the sales team.

Qualifications

• A bachelor’s degree, or comparable experience, is preferred.
• 1–2 years of experience in hospitality, customer service, or sales support is preferred.
• Exposure to PMS and CRM tools is an advantage.
• Strong organizational ability and close attention to detail are essential.
• Comfort handling several priorities in a busy, fast-moving environment.
• Proficiency with Microsoft Excel, PowerPoint, and Word is required.
• Willingness to move between property locations and the NYC corporate office.
• Clear communication skills and a collaborative, team-focused approach.

Additional Information

This role is based in New York, NY and requires on-site work. The position supports both property operations and sales-related coordination for long-stay clientele across NYC locations.

About the Employer

AKA Hotels+Hotel Residences is seeking someone who can contribute to exceptional guest experiences through personalized service, operational coordination, and strong teamwork.