Manager, Guest Services

Airbnb

Manager, Guest Services at Airbnb overseeing a team to cater to the unique travel needs of high-profile guests. Leading operations to ensure exceptional stays and experiences for VIP clients.

Posted 7/16/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $160,000 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in customer service and hospitality operations, with a focus on luxury travel and real estate. Capable of leading teams, managing complex relationships, and driving performance through data-informed decision-making.

Highest-signal resume keywords

10+ Years Customer Service ExperienceLuxury Travel KnowledgeCRM Tools FamiliarityCoaching SkillsRelationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Hospitality OperationsData-Driven Decision MakingPerformance Dashboard ManagementProblem SolvingCapacity Planning

Soft Skills

Team LeadershipOrganizational SkillsCollaborationCommunicationFlexibility

Industry Keywords

Luxury GoodsHigh-Profile GuestsReal EstateGuest ExperienceStakeholder Relationships

About the role

Key responsibilities & impact

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 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.
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.

Requirements

What you’ll need

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

Comp & perks

bonus
equity
benefits
Employee Travel Credits