Manager, Guest Services

About this role

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Community You Will Join: </strong></span></p> <p>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. </p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Difference You Will Make:</strong></span></p> <p>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. </p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>A Typical Day: </strong></span></p> <p><strong>Team Leadership & Development</strong></p> <ul> <li>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.</li> <li>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</li> <li>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.</li> <li>Identify and develop emerging talent, preparing team members for expanded roles and ensuring opportunities are matched with the right skill level.</li> </ul> <p><strong>Champion the Guest and Host Experience </strong></p> <ul> <li>Champion the Guest experience by ensuring their needs are qualified into exceptional stays that promote trust and loyalty for Airbnb.</li> <li>Ensure all end-to-end vetting protocols and quality standards are followed for stays, services and experiences booked on behalf of Guests.</li> <li>Champion the Host experience through clear communication and expectation setting, balancing their needs with the desires of Airbnb’s most discerning Guests.</li> <li>Serve as a senior escalation point for complex Guest or host relationships and cross-functional issues, ensuring resolution without compromising trust or quality.</li> </ul> <p><strong>Performance and Cross-Functional Collaboration</strong></p> <ul> <li>Own regional business performance, ensuring GEMs meet internal stakeholder expectations through exceptional stay delivery.</li> <li>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.</li> <li>Build and foster collaborative working relationships with key internal stakeholders including Comms, Marketing, Luxe Supply, Exec Escalations and E-team </li> <li>Track and report on internal program performance, highlighting proven strategies and providing effective change management for areas of opportunity</li> <li>Manage the high demands of compression events through adequate team coverage and service planning.</li> <li>Build and maintain relationships with top realtors, brokers, and luxury property specialists in key markets for off-platform listings.</li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>Your Expertise:</strong></span></p> <ul> <li>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.</li> <li>Deep knowledge of the NAMER luxury travel and real estate landscape with a demonstrated ability to match the right experience to the right Guest.</li> <li>Familiarity with CRM tools and performance dashboards, with the ability to maintain pipeline rigor and drive data-informed decisions across your team.</li> <li>Highly organized and adept at managing…