Senior Guest Experience Manager

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 almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join: 

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

The Difference You Will Make:

We are seeking a passionate and experienced Guest Experience Manager to design and execute high-touch, luxury travel experiences for high profile clients. The ideal candidate is a self-starter who thrives in a fast-paced environment, has a proven track record of selling luxury trips, and is deeply committed to delivering exceptional service. This individual must possess a blend of creativity, problem-solving skills, and discretion, understanding the confidentiality and trust required to work with our clientele.

A Typical Day: 

• Design & Deliver Luxury Experiences:
• Become the go-to expert for Airbnb Luxe homes and services for guests
• Craft bespoke travel itineraries and services tailored to the unique preferences of Airbnb Luxe guests
• Coordinate with home hosts and  top-tier service providers and partners, including private chefs, drivers, and local guides, to deliver 5 star stay experiences.
• Provide personalized and discreet services while ensuring a high level of guest satisfaction and maintaining confidentiality at all times.
• Sales & Relationship Management:
• Leverage your experience in selling luxury trips to build trust and long-term relationships with guests.
• Act as a trusted advisor, providing proactive recommendations that enhance their travel experiences.
• Meet and/or exceed key sales and service performance indicators
• Customer Engagement:
• Act as the primary point of contact for guests from inquiry through post-trip follow-up, ensuring a flawless end-to-end experience.
• Handle last-minute changes or requests with poise and a solution-oriented mindset.
• Operational Excellence:
• Utilize tools like Salesforce to track leads, bookings, and guest preferences.
• Collaborate cross-functionally with internal teams to unblock issues and solve guest problems in a timely manner
• Strong financial acumen with the ability to manage large expense budgets
• In-Person Engagement:
• Comfortable with domestic travel to meet guests, inspect properties, and oversee on-the-ground logistics.
• Represent Airbnb Luxe at events, networking opportunities, and guest engagements.

Your Expertise:

• 5+ years experience selling and managing luxury travel 
• Proven ability to sell and upsell high-value travel experiences.
• Exceptional interpersonal and communication skills, with the ability to build trust and rapport with discerning clients.
• Creative and solution-oriented, with a meticulous eye for detail.
• Proficiency in Salesforce or similar CRM platforms.
• Highly self-motivated, proactive, and capable of working independently.
• Discreet and trustworthy, with an understanding of the confidentiality required when working with UHNW individuals.
• Passionate about luxury travel and creating unforgettable experiences.
• Flexibility to travel frequently and adapt to the needs of your client portfolio.
• Knowledge of global luxury destinations and cultural nuances is a plus.
• Bachelor's degree in Business Administration, Hospitality, Tourism, or a related field (preferred).

Your Location:

Due to the nature of this position, the successful applicant will need to be based in Los Angeles, California to be able to conduct their work. Currently, employees can not be located in: Alaska, North Dakota, and Mississippi. This list is continuously being updated, please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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