Manager, Guest Services

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $160k - $200k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• bonus • equity • benefits • Employee Travel Credits