VIP Guest Services - Team Manager

The Team You Will Join

Airbnb Luxe is a premium tier of Airbnb offering unique and highend stays. The Guest Services team within Luxe curates and manages the end to end travel experience for highspend guests. The team sources unique homes designs bespoke services and experiences and offers personalised assistance to deliver exceptional hospitality for exclusive guests.

The Difference You Will Make

We are looking for a passionate and experienced VIP Guest Services Team Manager based in EMEA to lead and empower our Guest Experience Managers (GEMs) to deliver unparalleled service. This role will be responsible for growing new luxe guests and retaining our existing customer base by offering world class service delivery to meet all guest needs. This role will combine leadership operational excellence and a salesoriented approach to grow our luxury guest base and build Airbnb Luxes reputation as the go to travel partner for high spend guests. You will report to the Director of Luxe Guest Services.

A Typical Day

Team Leadership and Sales Development:

• Lead coach and inspire a team of Guest Experience Managers (GEMs) to drive unmatched hospitality through hightouch client engagement and service delivery
• Empower GEMs with the skills and tools needed to convert inquiries into bookings and upsell tailored services for Airbnb Luxe guests; ability to lead by example
• Foster a highperformance service culture setting clear principles and OKRs that prioritise guest satisfaction and innovation to go above and beyond

Relationship Management:

• Leverage your personal network and past portfolio of highnetworth individuals (HNWIs) Travel Advisors and partners to attract and onboard new luxury guests
• Build and nurture longterm relationships with repeat clients fostering loyalty and trust
• Act as a luxury travel consultant identifying and fulfilling the unique needs of premium guests to enhance their Airbnb Luxe experience

Growth and Retention Strategy:

• Develop and implement strategies to increase bookings and revenue in the EMEA/APAC region
• Partner with comms supply and business operations teams to identify new opportunities for growth including partnerships with luxury travel agencies brands and influencers
• Monitor and analyse sales performance metrics (e.g. booking conversion rates crosssell revenue and guest retention) to drive continuous improvement

Event Representation and Networking:

• Act as the face of Airbnb Luxe at highprofile events trade shows and industry gatherings across EMEA and APAC showcasing Airbnb Luxes offerings to potential guests and partners
• Build strategic relationships and manage partnerships that can enhance Airbnb Luxe trip servicing

Operational Excellence:

• Oversee the teams service delivery ensuring that trip planning and guest experiences exceed Airbnb Luxes high standards
• Collaborate with crossfunctional teams to refine workflows and tools enabling the team to deliver seamless and scalable service while focusing on retention and repeat bookings

Escalations and Crisis Management:

• Serve as the escalation point for complex guest issues balancing the need for quick resolutions with systems thinking and process improvement
• Ensure guests receive premium service that reflects Airbnbs commitment to excellence and inspires future bookings

Your Expertise

• Bachelors degree in Hospitality Management Business or a related field. A Masters degree is a plus.
• 12 years in business and relationship management and 5 years of experience managing sales or service teams with a focus on coaching and driving performance

Proven ability to attract engage and retain highnetworth clientele with a strong track record of meeting or exceeding sales targetsExperience managing luxury travel experiences or services to discerning clients with discretion and professionalism with a mindset of aroundtheclock white glove support

• Must be able to roll up their sleeves to support the VIP clients when needed

Strong playercoach with demonstrated ability to uplevel team capabilities foster collaboration and build a service qualityoriented culture

• Deep understanding of luxury guest service standards trip planning and tailored service delivery
• Ability to balance growth goals with operational excellence ensuring exceptional guest experiences while driving revenue growth
• Strong analytical skills to monitor sales performance and develop strategies to optimize results
• Excellent written and verbal communication skills with the ability to engage and inspire both clients and team members
• Ability to work effectively across cultures functions and teams within a global organization
• Fluency in English is required; proficiency in additional European languages is a plus (French Spanish or Italian)

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement and allow us to attract creativelyled people and to develop the best products services and solutions. All qualified individuals are encouraged to apply.

Required Experience:

Manager