Airbnb VIP Guest Services – Team Manager 

United Kingdom, England, London 

662311829

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 sales-oriented approach to grow our luxury guest base and build Airbnb Luxe’s reputation as the go to travel partner for high spend guests. You will report to the Director of Luxe Guest Services.

Team Leadership and Sales Development:

• Lead, coach, and inspire a team of Guest Experience Managers (GEMs) to drive unmatched hospitality through high-touch 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 high-performance 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 high-net-worth individuals (HNWIs), Travel Advisors, and partners to attract and onboard new luxury guests
• Build and nurture long-term 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, cross-sell revenue, and guest retention) to drive continuous improvement

Event Representation and Networking:

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

Operational Excellence:

• Oversee the team’s service delivery, ensuring that trip planning and guest experiences exceed Airbnb Luxe’s high standards
• Collaborate with cross-functional 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 Airbnb’s commitment to excellence and inspires future bookings

• Bachelor’s degree in Hospitality Management, Business, or a related field. A Master’s 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

Experience managing luxury travel experiences or services to discerning clients with discretion and professionalism with a mindset of around-the-clock white glove support

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

Strong player-coach with demonstrated ability to uplevel team capabilities, foster collaboration, and build a service quality-oriented 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)

Offices: London, United Kingdom