Manager, Guest Services

<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:&nbsp;</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.&nbsp; 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.&nbsp;</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&nbsp; Manager, Guest Services oversees a team of approximately 10-15 Guest Experience Managers&nbsp; 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&nbsp; 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.&nbsp;</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>A Typical Day:&nbsp;</strong></span></p> <p><strong>Team Leadership &amp; Development</strong></p> <ul> <li>Lead, coach and develop a team of&nbsp; 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&nbsp;</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&nbsp;</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