Manager, Guest Services

Airbnb

5d•$160,000 - $200,000•Remote

About The Position

We are seeking an experienced and solution-oriented Manager, Guest Services to join the VIP Guest Services team, which caters to the unique travel needs and preferences of Airbnb’s most discerning and high-profile Guests. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of anticipatory service through coaching and up leveling their team. This is a full time position based in the United States. The Manager, Guest Services is an operational leadership role that requires substantial experience in luxury hospitality, customer service and team management. The Manager, Guest Services oversees a team of approximately 10-15 Guest Experience Managers across North America who coordinate the end-to-end trip planning process on behalf of Guests; including sourcing homes, collaborating with hosts, and arranging services and experiences throughout the stay. The ideal candidate should have strong travel destination knowledge, sales experience and excellent organizational and communication skills. They should also have the ability to guide and uplevel their team, demonstrating best-in-class service skills.

Requirements

10+ years of progressive experience in a customer service or a hospitality operations role, with proven experience exceeding the unique needs of high-profile and celebrity clientele.
Deep knowledge of the NAMER luxury travel and real estate landscape with a demonstrated ability to match the right experience to the right Guest.
Familiarity with CRM tools and performance dashboards, with the ability to maintain pipeline rigor and drive data-informed decisions across your team.
Highly organized and adept at managing multiple team members, priorities, and stakeholder relationships simultaneously.
Sharp problem-solving instincts and coaching skills.
Experience in collaborating and partnering with multiple teams to drive successful outcomes.
Ability to build and maintain strong relationships with top realtors and brokers in key markets for Airbnb.
Strong knowledge of luxury goods and the specific desires of high-profile Guests.
Flexibility to work outside of regular business hours and weekends, as needed.

Responsibilities

Lead, coach and develop a team of Guest Experience Managers across NAMER, setting clear expectations and creating a culture of excellence, anticipatory problem-solving, accountability and continuous growth.
Lead by example, providing best practices guidelines through all stages of the trip lifecycle - from qualifying Guest needs, sourcing, booking, trip planning, and post-trip Guest outreach
Serve as the go-to leader for your team - providing business coaching, clear direction, and hands-on support for complex problems involving high-profile Guests, hosts, internal stakeholders and escalations.
Identify and develop emerging talent, preparing team members for expanded roles and ensuring opportunities are matched with the right skill level.
Champion the Guest experience by ensuring their needs are qualified into exceptional stays that promote trust and loyalty for Airbnb.
Ensure all end-to-end vetting protocols and quality standards are followed for stays, services and experiences booked on behalf of Guests.
Champion the Host experience through clear communication and expectation setting, balancing their needs with the desires of Airbnb’s most discerning Guests.
Serve as a senior escalation point for complex Guest or host relationships and cross-functional issues, ensuring resolution without compromising trust or quality.
Own regional business performance, ensuring GEMs meet internal stakeholder expectations through exceptional stay delivery.
Ensure 24/7 coverage for VIP Guest Services through effective capacity planning, setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work.
Build and foster collaborative working relationships with key internal stakeholders including Comms, Marketing, Luxe Supply, Exec Escalations and E-team
Track and report on internal program performance, highlighting proven strategies and providing effective change management for areas of opportunity
Manage the high demands of compression events through adequate team coverage and service planning.
Build and maintain relationships with top realtors, brokers, and luxury property specialists in key markets for off-platform listings.