Manager, Guest Services – VIP Travel Team

About the role

We are looking for an experienced Manager, Guest Services to lead our VIP Guest Services team in the United States. The role oversees a group of Guest Experience Managers who plan and execute end‑to‑end trips for high‑profile Airbnb guests, ensuring a seamless, luxury experience.

Key responsibilities

• Lead, coach and develop a team of 10‑15 Guest Experience Managers across North America.
• Oversee the full trip lifecycle – from qualifying guest needs, sourcing homes, booking services, to post‑stay follow‑up.
• Act as the senior escalation point for complex guest, host, or cross‑functional issues.
• Maintain high standards of vetting, quality, and trust for all stays, services, and experiences booked on behalf of guests.
• Identify and nurture emerging talent, preparing team members for expanded responsibilities.

Required profile

• Significant experience in luxury hospitality, customer service, or high‑end travel coordination.
• Proven track record of managing and developing teams in a fast‑paced environment.
• Strong knowledge of travel destinations and sales processes.
• Excellent organizational, communication, and problem‑solving abilities.

Required skills

• Leadership and people‑development expertise.
• Experience with end‑to‑end trip planning and coordination.
• Ability to handle high‑profile guest relationships and complex escalations.

What we offer

• Full‑time, permanent position within a global, innovative company.
• Opportunity to shape the guest experience for Airbnb’s most discerning travelers.
• Collaborative, high‑energy environment with growth and development pathways.