What are the responsibilities and job description for the Senior Guest Experience Manager position at Airbnb?
Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220 countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.
Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:
- Our community is based on connection and belonging.
- Our creativity allows us to imagine new possibilities for people.
- Our responsibility is to all of our stakeholders.
- It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company.
The Location:
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.
Position Overview:
We are seeking a skilled and experienced VIP Villa Specialist to cater to the unique travel needs and preferences of high-profile clientele, including celebrities, influencers and other notable figures. The ideal candidate is an ambitious, organized, customer focused individual with a passion for ultra-luxury travel, interested in developing their sales career. You have sales and travel destination knowledge, excellent communication skills, and are motivated by qualifying guest needs into impeccable recommendations that will provide them with a perfect stay experience.
Key Responsibilities:
- Provide sound knowledge of Airbnb Luxe homes and destinations to guests. Qualify guest needs and provide creative (even off-platform) solutions.
- Provide personalized and discreet services while ensuring a high level of guest satisfaction and maintaining confidentiality at all times.
- Interface with multiple stakeholders, including the guest, travel coordinators, luxury home owners, realtors and other travel suppliers, from the guest’s initial contact to the time of booking. This includes finding appropriate accommodations (either on or off platform), responding timely to inquiries and follow up questions, securing the reservation, collecting payment, elevating the stay experience, and following up with the client pre-trip, on-trip and post-trip.
- Ensure all trip arrangements are executed flawlessly, taking into account potential last-minute changes and unforeseen circumstances.
- Meet and/or exceed key sales and service performance indicators.
- Act as a point of contact and support for guests during travel, addressing any issues or emergencies that may arise.
- Establish and maintain relationships with luxury home owners, real estate, villa and other travel-related vendors to ensure high-quality service and preferential treatment for notable guests.
- Provide accurate cost estimates for travel arrangements and manage budgets according to guest expectations.
- Negotiate favorable rates, services and amenities with vendors while adhering to the guest's financial preferences.
Qualifications and Skills:
- Bachelor's degree in Business Administration, Hospitality, Tourism, or a related field (preferred).
- Passionate, well versed and proven experience in luxury travel, hospitality, real estate or villa specialists. Global travel destination knowledge is preferred.
- Proven solution selling skills, with the natural ability to overcome objections. An overriding sense of urgency and a competitive spirit towards achievement of targets.
- Professional demeanor, maturity, and natural business acumen with exceptionally high level of customer service.
- In-depth knowledge of the entertainment industry, including travel requirements, preferences, and schedules.
- Excellent communication and interpersonal skills, with an ability to build rapport and trust with high-profile clients.
- Proven organizational skills which are reflected in effective prioritizing, multitasking, follow-up, and ultimate delivery upon commitments.
- Ability to work under pressure and adapt to changing situations.
- Discretion and respect for client privacy and confidentiality.
- 7 years in luxury travel experience
- Bachelor's degree in Business Administration, Hospitality, Tourism, or a related field (preferred).
Belonging & Accommodations:
Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.
Pay Rate Range: $87-$102/hour
Benefits: Medical, Dental, Vision, 401K
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