Manager, Guest Services

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. 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: Team Leadership & Development 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-tri