Guest Services Manager – VIP Team

About the role

Airbnb is looking for a seasoned Manager to lead its VIP Guest Services team in the United States. The role focuses on delivering anticipatory, high‑touch service to the platform’s most discerning guests, overseeing end‑to‑end trip planning and ensuring flawless experiences.

Key responsibilities

• Lead, coach, and develop a team of 10‑15 Guest Experience Managers across North America.
• Set clear performance expectations and foster a culture of excellence, accountability, and continuous growth.
• Guide the team through the full trip lifecycle – from qualifying guest needs to post‑trip outreach.
• Serve as the senior escalation point for complex guest, host, or cross‑functional issues.
• Champion both guest and host experiences by enforcing quality standards and clear communication.
• Identify and nurture emerging talent for future leadership roles.

Required profile

• Extensive experience in luxury hospitality, customer service, or related fields.
• Proven track record of managing and developing high‑performing teams.
• Strong knowledge of travel destinations and sales processes.
• Excellent organizational, analytical, and communication abilities.

Required skills

• Leadership and people‑development expertise.
• Advanced problem‑solving and decision‑making capabilities.
• Ability to manage complex, high‑profile guest interactions.