Airbnb

5 days ago

Manager, Guest Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Lead the VIP Guest Services team to deliver luxury, anticipatory experiences for high-profile guests. Manage a team of Guest Experience Managers across North America (NAMER) and oversee end-to-end trip planning, including qualifying needs, sourcing homes, collaborating with hosts, and ensuring quality standards. Own regional performance, ensure 24/7 coverage through capacity planning, handle complex escalations, and partner with internal stakeholders to drive program execution.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop 10-15 Guest Experience Managers across NAMER, setting expectations and fostering a culture of excellence and continuous growth.
•Provide best-practice guidance across the trip lifecycle, including qualifying guest needs, sourcing, booking, trip planning, and post-trip outreach.
•Serve as the senior escalation point for complex guest and host relationships and cross-functional issues, ensuring resolution without compromising trust or quality.
•Own regional business performance and ensure 24/7 VIP Guest Services coverage through capacity planning, headcount minimums, and contingency planning.
•Partner with internal stakeholders and track/report program performance to support change management and service planning for compression events.

Pay and Benefits

Salary: USD 160,000 - 200,000 annually

Perks:Travel Allowance

Key Requirements

•10+ years of progressive experience in customer service or hospitality operations, including serving high-profile and celebrity clientele.
•Strong knowledge of the NAMER luxury travel and real estate landscape, with the ability to match the right experience to the right guest.
•Familiarity with CRM tools and performance dashboards, using data-informed decisions to maintain pipeline rigor.
•Excellent organizational and communication skills, with the ability to manage multiple priorities and stakeholders simultaneously.
•Strong coaching skills and experience collaborating with multiple teams to drive successful outcomes.

Experience:10+ yearsLuxury hospitalityCustomer serviceHospitality operations

Skills:LeadershipCoachingProblem-solvingOrganizational skillsCommunication

Languages:English

Tech Stack:CRMPerformance dashboards

Company Brief

Airbnb

Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Airbnb

5 days ago

Manager, Guest Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop 10-15 Guest Experience Managers across NAMER, setting expectations and fostering a culture of excellence and continuous growth.
•Provide best-practice guidance across the trip lifecycle, including qualifying guest needs, sourcing, booking, trip planning, and post-trip outreach.
•Serve as the senior escalation point for complex guest and host relationships and cross-functional issues, ensuring resolution without compromising trust or quality.
•Own regional business performance and ensure 24/7 VIP Guest Services coverage through capacity planning, headcount minimums, and contingency planning.
•Partner with internal stakeholders and track/report program performance to support change management and service planning for compression events.

Pay and Benefits

Salary: USD 160,000 - 200,000 annually

Perks:Travel Allowance

Key Requirements

•10+ years of progressive experience in customer service or hospitality operations, including serving high-profile and celebrity clientele.
•Strong knowledge of the NAMER luxury travel and real estate landscape, with the ability to match the right experience to the right guest.
•Familiarity with CRM tools and performance dashboards, using data-informed decisions to maintain pipeline rigor.
•Excellent organizational and communication skills, with the ability to manage multiple priorities and stakeholders simultaneously.
•Strong coaching skills and experience collaborating with multiple teams to drive successful outcomes.

Experience:10+ yearsLuxury hospitalityCustomer serviceHospitality operations

Skills:LeadershipCoachingProblem-solvingOrganizational skillsCommunication

Languages:English

Tech Stack:CRMPerformance dashboards

Company Brief

Airbnb

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn