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 5 million hosts who have welcomed over 2 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 personalised assistance to deliver exceptional hospitality for exclusive guests.

**The difference you will make**:
**Advanced fluency in both spoken and written French is essential** for this role, as you’ll be working closely with French-speaking clients and partners. This individual must also 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 personalised 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**:

- Utilise 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).

**must be bilingual in French**

**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 creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.