Concierge Lead, Guest Services (contract)

Airbnb; San Francisco (CA); On-site; USD 90,000 - 103,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

Job summary

Airbnb in the United States is seeking a Concierge Lead to own end-to-end trip planning for bespoke small-group and private itineraries for our VIP guests. You will source exclusive homes and experiences, choreograph them into a seamless itinerary, and eventually lead a team of Concierge Specialists delivering high-touch hospitality.

The ideal candidate has 10+ years in luxury travel, 5+ years of team leadership, global destination knowledge, and exceptional communication in a fast-paced,

Qualifications

• 5+ years of team management experience.
• 10+ years luxury travel experience preferred.
• Proven ability to design small-group itineraries for discerning clients.
• Global travel destination knowledge required.
• Strong communication and client-relations skills.

Responsibilities

• Brainstorm and create a portfolio of custom small-group or private trips for guests.
• Lead and coach a team of Concierge Specialists to deliver high-touch service.
• Build relationships with guests and tailor trips to preferences and budgets.
• Coordinate with hosts, homeowners, realtors and vendors from inquiry to booking.
• Ensure flawless trip execution including last-minute changes.
• Meet or exceed sales and service KPIs.
• Provide discreet, personalized guest services during travel.

Skills

Team management

Luxury travel sales

Itinerary design

Global travel knowledge

Communication

Organizational skills

Customer service

Education

BA/BS degree

Job description

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 Difference You Will Make:

We are seeking a passionate and experienced Concierge Lead to join the VIP Guest Services team, which caters to the unique travel needs and preferences of Airbnb's most discerning and high-profile Guests. The Concierge Lead will own the end-to-end trip planning process for a select number of once-in-a-lifetime bespoke trips — from ideation through operations. This includes sourcing the most exclusive homes and experiences and choreographing them into a single never-been-done-before itinerary that meets both guest expectations and company PR goals. In addition, this role will eventually oversee a small team of Concierge Specialists, who own the end-to-end trip planning process on behalf of a select portfolio of loyal Airbnb Guests; including sourcing homes, collaborating with hosts, and custom-crafting bespoke itineraries that align with guest preferences and company goals. The ideal candidate is an ambitious and organized customer focused individual with a passion for creating highly curated travel experiences. You have sales and worldwide travel destination knowledge, excellent communication skills, and have deep experience developing and operating small-group trips and private travel.

A Typical Day:

• Brainstorm, research, scout and create a portfolio of custom one-of-a-kind small-group or private trips for a select portfolio of guests
• Lead, coach, and inspire a team of Concierge Specialists to drive unmatched hospitality through high-touch client engagement and service delivery
• Manage a team that builds trusting relationships with a select portfolio of guests, documenting their personal travel preferences and needs, and custom-crafting trips of a lifetime on their behalf
• Empower team with the skills and tools needed to convert inquiries into bookings; ability to lead by example
• Provide sound knowledge of Airbnb homes and destinations to team & 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 internal and external stakeholders, including the Guest, travel coordinators, luxury homeowners, 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, designing custom itineraries, and following up with the Guest 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/or 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 positive relationships with luxury homeowners, real estate, villa and other travel-related service and experience vendors to ensure high-quality delivery and preferential treatment for notable guests.
• Negotiate favorable rates, services and amenities with vendors while adhering to the Guest's budget.

Your Expertise:

• BA/BS degree Business Administration, Hospitality, Tourism, or a related field (preferred)
• Proven experience selling and designing small-group and tailor-made itineraries to discerning clientele in the luxury travel or villa space
• Global travel destination knowledge is required
• Professional demeanor, maturity, and natural business acumen with exceptionally high level of customer service
• Excellent communication and interpersonal skills, with an ability to build rapport and trust with high-profile clients and internal stakeholders
• Proven organizational skills which are reflected in effective prioritizing, multitasking, follow-up, and ultimate delivery upon commitments
• Must thrive in a fast-paced, flexible and entrepreneurial environment
• North America and European time zones preferred
• Ability to work flexible schedules including weekends
• 5+ years of team manager experience preferred
• 10+ years of luxury travel experience preferred

Your Location:

Due to the nature of this position, the successful applicant will need to be based in the US.

Hourly Pay Rate Range (dependent on location, experience, expectation)

The pay range that Magnit reasonably expects to pay for this position is: $ 65-$75/hr

Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met)

All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, age, sexual orientation, gender identity or national origin.