Manager, Guest Services

Join Airbnb as a Manager, Guest Services, leading a team to deliver exceptional experiences for high-profile guests. This full-time remote role requires extensive hospitality experience and strong leadership skills. Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

• •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.

• •Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands.
• •The base pay range is subject to change and may be modified in the future.
• •This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
• •Pay Range $160,000 — $200,000 USD.

• •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.