Manager, Guest Services

About Airbnb and the Role

Founded in 2007, Airbnb hosts millions worldwide, facilitating unique stays and experiences that connect travelers with diverse communities globally. We seek a Manager, Guest Services, to lead the VIP Guest Services team, which addresses the specialized travel needs of Airbnb's most exclusive guests. This full-time, remote position is based in the United States and requires dedication to delivering exceptional anticipatory service through team coaching and development.

Key Responsibilities

• Lead and nurture a team of 10-15 Guest Experience Managers across North America, promoting a culture focused on excellence, problem-solving, accountability, and ongoing growth.
• Set the standard in managing end-to-end trip lifecycles, including qualifying guest requests, sourcing appropriate accommodations, booking, coordinating travel plans, and following up post-trip.
• Provide hands-on leadership, business coaching, and guidance for resolving complex issues involving prestigious guests, hosts, stakeholders, and escalations.
• Identify and cultivate emerging talent, ensuring team members are prepared for advanced roles matching their skills.
• Ensure guests receive personalized and trusted travel experiences that foster loyalty to Airbnb.
• Apply strict vetting and quality control standards for all travel bookings, services, and experiences arranged on behalf of guests.
• Maintain excellent host relations through transparent communication and balancing host and guest expectations.
• Function as the senior authority for escalations related to intricate guest or host matters, ensuring resolutions that preserve trust and quality.
• Manage regional business performance to meet stakeholder expectations, guaranteeing high-quality stay delivery from team members.
• Oversee 24/7 VIP Guest Services coverage via capacity planning, setting minimum team sizes, and contingency strategies to accommodate workload and staffing changes.
• Collaborate closely with internal teams including Communications, Marketing, Luxe Supply, Executive Escalations, and Executive leadership.
• Monitor and analyze program outcomes, applying change management to areas needing improvement.
• Manage service demands during high-volume periods by ensuring sufficient team coverage and planning.
• Build and strengthen strategic partnerships with leading realtors, brokers, and luxury property experts for off-platform listings across key markets.

Qualifications and Expertise

• Over 10 years of advancing experience in customer service or hospitality operations with a track record of meeting high-profile and celebrity client expectations.
• Extensive knowledge of North American luxury travel and real estate markets, adept at aligning guest preferences to suitable experiences.
• Proficient in utilizing CRM platforms and performance tracking dashboards to enforce pipeline discipline and data-driven team management.
• Exceptional organizational skills adept at multitasking across teams, priorities, and stakeholder interactions.
• Exceptional problem-solving aptitude paired with effective coaching abilities.
• Demonstrated success in collaborating with diverse teams to achieve positive results.
• Established relationships and experience working with top-tier real estate professionals in key luxury markets.
• Understanding of luxury goods market and discerning preferences of elite clientele.
• Willingness to work flexible hours including weekends as required.

Additional Information

This position is remote within the United States but limited to states where Airbnb is officially registered. Occasional office or offsite attendance may be necessary upon agreement with management. We prioritize diversity, inclusion, and accessibility throughout our recruitment process. Reasonable accommodations are available for candidates with disabilities who need assistance applying.

Compensation

The base salary range for this role is $160,000 to $200,000 USD annually. The actual compensation depends on qualifications, experience, business needs, and market conditions. Additional forms of remuneration may include bonuses, stock options, benefits, and travel credits.