Manager, Guest Services

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-trip Guest outreach.
• 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.
• Identify and develop emerging talent, preparing team members for expanded roles and ensuring opportunities are matched with the right skill level.

Champion the Guest and Host Experience

• Champion the Guest experience by ensuring their needs are qualified into exceptional stays that promote trust and loyalty for Airbnb.
• Ensure all end-to-end vetting protocols and quality standards are followed for stays, services and experiences booked on behalf of Guests.
• Champion the Host experience through clear communication and expectation setting, balancing their needs with the desires of Airbnb’s most discerning Guests.
• Serve as a senior escalation point for complex Guest or host relationships and cross-functional issues, ensuring resolution without compromising trust or quality.

Performance and Cross-Functional Collaboration

• Own regional business performance, ensuring GEMs meet internal stakeholder expectations through exceptional stay delivery.
• 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.
• Build and foster collaborative working relationships with key internal stakeholders including Comms, Marketing, Luxe Supply, Exec Escalations and E-team.
• Track and report on internal program performance, highlighting proven strategies and providing effective change management for areas of opportunity.
• Manage the high demands of compression events through adequate team coverage and service planning.
• Build and maintain relationships with top realtors, brokers, and luxury property specialists in key markets for off-platform listings.

Your Expertise

• 10+ years of progressive experience in a customer service or a hospitality operations role, with proven experience exceeding the unique needs of 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.
• Ability to build and maintain strong relationships with top realtors and brokers in key markets for Airbnb.
• 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.