Manager, Guest Services

The Community You Will Join: 

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 Difference You Will Make:

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. 

A Typical Day: 

• 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.

Your Expertise:

• 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.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.