Manager, Guest Services

About Airbnb

Founded in 2007, Airbnb has expanded from welcoming a few guests in a San Francisco home to supporting over 5 million hosts worldwide who have hosted more than 2 billion guest arrivals. The platform provides unique lodging and experiences enabling guests to connect authentically with communities across the globe.

Position Overview

We seek a seasoned and solution-driven Manager for the VIP Guest Services team to address the distinct travel requirements of Airbnb's elite and high-profile guests. This full-time, US-based remote role demands a leader who exemplifies hospitality, analytical prowess, and a commitment to the highest standards of anticipatory service through coaching and elevating their team.

Key Responsibilities

• Lead and mentor a team of 10-15 Guest Experience Managers across North America, fostering a culture rooted in excellence, proactive problem-solving, accountability, and continuous professional growth.
• Demonstrate best practices throughout all phases of the guest journey — from understanding guest needs, sourcing and booking accommodations, to post-trip follow-ups.
• Act as a principal leader supporting team members in managing complex scenarios involving distinguished guests, hosts, and internal stakeholders, including escalation resolution.
• Identify high-potential talent within the team and prepare them for advanced roles by aligning responsibilities with skill levels.
• Ensure guest needs translate into exceptional and trustworthy experiences, cultivating loyalty toward the Airbnb brand.
• Maintain adherence to quality control and vetting standards for all bookings, services, and experiences arranged.
• Balance the host and guest perspectives by setting clear communications and expectations to enhance mutual satisfaction.
• Serve as a senior point of escalation for complicated guest and host issues, resolving concerns without compromising trust or service excellence.
• Oversee regional performance metrics, ensuring team members meet stakeholder expectations with outstanding service delivery.
• Manage 24/7 VIP Guest Services coverage through strategic workforce planning, including staffing levels, contingency measures, and advocating for resources aligned with workload volume.
• Collaborate effectively with internal teams such as Communications, Marketing, Luxe Supply, Executive Escalations, and the Executive team.
• Monitor and report program outcomes, promoting successful strategies and championing improvement efforts.
• Plan and allocate resources to manage peak demand periods ensuring uninterrupted, superior service.
• Establish and nurture partnerships with leading realtors, brokers, and luxury property experts for off-platform listings in key markets.

Candidate Profile

• More than 10 years of progressive roles in hospitality operations or high-level customer service, especially handling high-profile and celebrity clientele.
• Extensive understanding of luxury travel and real estate landscapes within North America, enabling appropriate experience matching for guests.
• Proficiency with CRM systems and performance measurement dashboards, capable of fostering data-driven decisions within the team.
• Strong organizational abilities to manage multiple team members, priorities, and diverse stakeholder relationships concurrently.
• Exceptional problem-solving and coaching capabilities.
• Experience partnering cross-functionally to achieve desirable outcomes.
• Established network and relationship-building skills with top-tier real estate professionals in major markets.
• Familiarity with luxury goods and the specific tastes of high-profile guests.
• Willingness to work outside normal business hours, including weekends, as required.

Location

This role is remote within the United States, contingent on residing in a state where Airbnb has a registered entity. Some in-person office work or attendance at offsite events may be required as agreed with management.

Inclusion & Accommodation

Airbnb is dedicated to diversity and providing an inclusive environment. All qualified candidates are encouraged to apply. Reasonable accommodations for individuals with disabilities are available upon request.

Compensation & Benefits

Compensation ranges from $160,000 to $200,000 USD annually, dependent on qualifications and experience. Additional eligibility may include bonuses, equity, benefits, and employee travel credits.