Similar Jobs
See allSpecialist, Premium Support (Spanish/English)
Airbnb
Ireland
Customer Service
Communication
Problem Solving
Senior Service Recovery Specialist
Airbnb
Canada
Customer Service
Conflict Resolution
Negotiation
Senior Growth Marketing Manager
Airbnb
US
CRM
Marketing Technology
Project Management
Guest Services Specialist
Vacation Rental Management Company
Philippines
Hospitality
Customer Support
Property Management
Senior Manager, Key Accounts Sales
Affirm
US
Sales Leadership
Enterprise Sales
Cross-functional Collaboration
Role Overview:
- This is a full-time, US-remote eligible leadership role on the VIP Guest Services team.
- The manager oversees 10-15 Guest Experience Managers across North America.
- The role requires deep expertise in luxury hospitality and team management.
The Community You Will Join:
- You will join a team dedicated to serving Airbnb’s most discerning and high-profile guests.
- The team works closely with hosts, luxury suppliers, and internal stakeholders.
- A culture of anticipatory service and continuous improvement is central to the team.
The Difference You Will Make:
- You will shape the guest experience by coaching the team to deliver best-in-class service.
- You will drive performance through data-informed decisions and capacity planning.
- You will build strong relationships with top realtors and brokers for off-platform listings.
A Typical Day:
- Lead team huddles, review performance dashboards, and address escalations.
- Collaborate with cross-functional teams on high-profile guest stays.
- Ensure 24/7 coverage and manage service during compression events.
Airbnb
Airbnb is a hospitality platform that connects hosts with guests for unique stays and experiences worldwide. It has grown to over 5 million hosts and 2 billion guest arrivals, with a culture of inclusion and belonging.