Manager, Guest Services

Job Description: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 outreachServe 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 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 Airbnbs 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.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-teamTrack and report on internal program performance, highlighting proven strategies and providing effective change management for areas of opportunityManage 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.Requirements: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.Benefits:bonusequitybenefitsEmployee Travel Credits .