Manager, Guest Services

The Role

We are seeking an experienced and solution-oriented Manager, Guest Services to join the VIP Guest Services team. This is a full time position based in the United States.

Responsibilities

• Lead, coach, and develop a team of Guest Experience Managers across North America.
• Qualify Guest needs, source homes, collaborate with hosts, and arrange services and experiences throughout the stay.
• Ensure all end-to-end vetting protocols and quality standards are followed for stays, services, and experiences booked on behalf of Guests.
• Champion the Guest experience by ensuring their needs are met in exceptional stays that promote trust and loyalty for Airbnb.
• Champion the Host experience through clear communication and expectation setting, balancing their needs with the desires of Airbnb’s most discerning Guests.
• Own regional business performance, ensuring Guest Experience Managers (GEMs) meet internal stakeholder expectations through exceptional stay delivery.
• Build and maintain relationships with top realtors and brokers in key markets for off-platform listings.

Requirements

• 10+ years of progressive experience in a customer service or hospitality operations role, with proven experience serving 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.
• 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.

Qualifications

• College degree or equivalent experience.
• Ability to work independently and manage multiple priorities.
• Excellent organizational and communication skills.
• Ability to lead and develop a team.
• Experience with CRM tools and performance dashboards.

Skills

• Customer service skills.
• Team management skills.
• Problem-solving skills.
• Communication skills.
• Organizational skills.

Benefits

Not specified.

Pay

$160,000—$200,000 USD

Schedule

Full-time