Manager, Guest Services

6 days, 22 hours ago
Full-time
Lead
Customer and Technical Support
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Lead, coach, and develop a team of 10-15 Guest Experience Managers across North America.
  • Set clear expectations and foster a culture of excellence, accountability, and continuous growth.
  • Guide the team through the full trip lifecycle, including guest qualification, sourcing, booking, trip planning, and post-trip outreach.
  • Serve as the go-to leader for complex issues involving high-profile guests, hosts, internal stakeholders, and escalations.
  • Champion the guest experience by ensuring needs are translated into exceptional stays that build trust and loyalty.
  • Champion the host experience through clear communication and expectation setting.
  • Ensure all vetting protocols and quality standards are followed for stays, services, and experiences booked for guests.
  • Own regional business performance and track internal program results to identify areas for improvement.
  • Plan for 24/7 VIP Guest Services coverage, including staffing, contingency planning, and compression-event support.
  • Build and maintain relationships with internal stakeholders, top realtors, brokers, and luxury property specialists in key markets.

Requirements

  • 10+ years of progressive experience in customer service or hospitality operations.
  • Proven experience serving high-profile and celebrity clientele.
  • Deep knowledge of the NAMER luxury travel and real estate landscape.
  • Strong travel destination knowledge and the ability to match the right experience to the right guest.
  • Experience with CRM tools and performance dashboards.
  • Ability to maintain pipeline rigor and drive data-informed decisions.
  • Highly organized with the ability to manage multiple team members, priorities, and stakeholder relationships simultaneously.
  • Sharp problem-solving instincts and coaching skills.
  • Experience collaborating with multiple teams to drive successful outcomes.
  • Flexibility to work outside regular business hours and weekends as needed.

Benefits

  • Base pay range of $160,000 to $200,000 USD.
  • Potential eligibility for bonus.
  • Potential eligibility for equity.
  • Potential eligibility for benefits.
  • Potential eligibility for Employee Travel Credits.
  • US remote-eligible role.
  • Occasional office or offsite attendance may be required, as agreed with the manager.

Interested in this position?

Apply directly on the company website

Apply Now

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