Manager, Guest Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, mentor, and nurture a team of Guest Experience Managers across North America, establishing clear expectations and fostering a culture of excellence, proactive problem-solving, accountability, and continuous development.

• Demonstrate best practices through all phases of the trip lifecycle - from assessing Guest needs, sourcing, booking, trip planning, to post-trip outreach.

• Act as the primary leader for your team, offering business coaching, clear guidance, and hands-on assistance with complex issues involving high-profile Guests, hosts, internal stakeholders, and escalations.

• Recognize and cultivate emerging talent, preparing team members for advanced roles while aligning opportunities with their skill sets.

• Advocate for the Guest experience by transforming their needs into outstanding stays that foster trust and loyalty towards Airbnb.

• Ensure compliance with all end-to-end vetting processes and quality standards for stays, services, and experiences booked for Guests.

• Promote the Host experience through effective communication and clear expectation management, balancing their needs with those of Airbnb’s most discerning Guests.

• Serve as a senior escalation point for intricate Guest or host relationships and cross-functional challenges, guaranteeing resolution without compromising trust or quality.

• Take ownership of regional business performance, ensuring GEMs fulfill internal stakeholder expectations through exceptional service delivery.

• Guarantee 24/7 coverage for VIP Guest Services by implementing effective capacity planning, establishing minimum staffing levels, ensuring adequate coverage, planning for contingencies, and advocating for staffing needs in relation to volume/work.

• Cultivate and maintain collaborative relationships with key internal stakeholders such as Communications, Marketing, Luxe Supply, Executive Escalations, and the Executive Team.

• Monitor and report on internal program performance, showcasing successful strategies and providing effective change management for areas needing improvement.

• Manage the heightened demands of compression events through sufficient team coverage and service planning.

• Develop and sustain relationships with premier realtors, brokers, and luxury property experts in key markets for off-platform listings.

⛳️ Requirements

• A minimum of 10 years of progressive experience in a customer service or hospitality operations role, with a proven track record of meeting the unique needs of high-profile and celebrity clientele.

• Extensive knowledge of the North American luxury travel and real estate markets with a demonstrated ability to match the right experiences to the right Guests.

• Familiarity with CRM tools and performance dashboards, with the capacity to maintain pipeline rigor and drive data-informed decisions within your team.

• Highly organized and skilled in managing multiple team members, priorities, and stakeholder relationships concurrently.

• Strong problem-solving instincts and effective coaching abilities.

• Experience in collaborating with multiple teams to achieve successful outcomes.

• Ability to build and sustain strong relationships with leading realtors and brokers in key Airbnb markets.

• In-depth knowledge of luxury products and the specific preferences of high-profile Guests.

• Willingness to work outside of regular business hours and on weekends as necessary.

🏝️ Benefits

• Bonus

• Equity

• Benefits

• Employee Travel Credits