Manager, Guest Services

About the role

In this pivotal leadership position, you will be responsible for overseeing the VIP Guest Services team, which is dedicated to providing exceptional experiences for high-profile clients. Your role will involve managing operations and mentoring team members to ensure that every aspect of the guest's journey is meticulously crafted and executed. This position is essential in maintaining the high standards that Airbnb is known for, particularly in the luxury travel sector.

Key facts

What you'll do

• Lead and mentor a team of 10-15 Guest Experience Managers located throughout North America, fostering a culture of excellence and high performance.
• Establish and uphold standards for the entire guest journey, which includes identifying guest requirements, selecting suitable properties, and managing follow-up communications after their stay.
• Serve as the primary point of contact for resolving complex issues that may arise between hosts, guests, and internal teams, ensuring swift and effective solutions.
• Oversee the regional business performance metrics, including strategic capacity planning and creating 24/7 coverage schedules to meet client needs.
• Build and maintain strong relationships with luxury real estate agents, brokers, and property specialists to enhance off-platform inventory options for guests.
• Collaborate closely with various internal departments, including Marketing, Communications, Luxe Supply, and the Executive team, to align on strategies and initiatives that enhance guest experiences.
• Analyze performance data and feedback to continuously improve service delivery and operational efficiency.
• Develop training programs and resources to elevate the skills and knowledge of your team, ensuring they are equipped to meet the demands of high-profile clientele.

Requirements

• A minimum of 10 years of progressively responsible experience in hospitality operations or customer service, demonstrating a strong foundation in the industry.
• A proven history of successfully managing high-profile clients, including celebrities and other notable figures, ensuring their unique needs are met with discretion and professionalism.
• Extensive knowledge of the luxury travel and real estate market within North America, enabling you to provide tailored recommendations and solutions.
• Flexibility to work varied hours, including weekends and evenings, to accommodate the needs of guests and the business.
• Candidates must reside in a state where Airbnb has a registered entity to be eligible for this position.

Nice to have

• Previous experience in sales, particularly within the luxury goods sector, which can enhance your ability to meet client expectations.
• Familiarity with high-end travel planning and concierge services, adding depth to your understanding of guest needs.
• Knowledge of additional languages, which can be beneficial in catering to a diverse clientele.

Skills & tools

• Proficient in using CRM platforms to manage guest relationships and track interactions effectively.
• Experience with performance dashboards to monitor team metrics and drive data-informed decision-making.
• Strong team management and coaching skills, enabling you to inspire and develop your team members.
• Ability to analyze data to inform strategies and improve service delivery continuously.

Practical notes

• The compensation package for this role includes a competitive base salary, potential bonuses, equity options, comprehensive benefits, and Employee Travel Credits to enhance your own travel experiences.
• Airbnb is committed to inclusivity and accessibility; candidates who require accommodations related to disabilities during the application process are encouraged to reach out to reasonableaccommodations@airbnb.com for assistance.

This role is an exciting opportunity for an experienced leader in guest services to make a significant impact in a dynamic and innovative company. If you are passionate about luxury travel and have a track record of delivering exceptional service, we invite you to apply and join our team at Airbnb.

About the company

Airbnb is an online marketplace for short-term and long-term homestays and experiences. Founded by Brian Chesky, Joe Gebbia, and Nathan Blecharczyk in 2008, Airbnb went public in December 2020. The platform has over 7 million listings in more than 220 countries and regions.