[Hiring] Supervisor, Hotels @Airbnb

Role Description

As a Hotels CX Supervisor, you'll coach, motivate, and manage a team of Hotel Specialists and Team Specialists, ensuring they have what they need to serve our guests and hotel partners exceptionally. You'll work closely with Hotels CX leadership to evaluate and manage team performance and quality, and to execute the processes and policies that deliver a seamless experience.

A Typical Day

• Builds and Nurtures Team Engagement and Well Being:
  • Own and manage end-to-end people strategy and operations within your team, including onboarding, talent development, and engagement.
  • Hold regular one-on-ones, used for coaching and development rather than status updates.
  • Ensure engagement by building strong connections and translating Airbnb's mission into meaningful, clear goals for your team.
  • Lead with empathy to establish approachability and support the team to meet and exceed expectations.
  • Enable professional and personal growth through feedback, opportunity creation, and expectation setting.
  • Handle day-to-day management duties: scheduling, time off approvals, team meetings, and basic HR-related matters.
  • Build morale by sharing wins, fostering open dialogue, and creating a sense of belonging.
• Performance Accountability:
  • Manage individual performance to ensure policy compliance and delivery against quality, efficiency, and other performance targets.
  • Hold team members accountable fairly and equitably by setting clear expectations, following up individually, and coaching in a way tailored to each person.
  • Deliver difficult feedback directly and early rather than letting issues accumulate.
  • Recognize strong performance specifically and visibly.
  • Think critically about policies and procedures, and identify opportunities to improve Hotels CX performance.
• Operational Execution:
  • Lead the team toward company and strategic goals, following the Operations Manager's direction and collaborating on recommendations for service improvements.
  • Prioritize the team's work based on seasonality and the needs of guests, hotel partners, and the business.
  • Work closely with fellow Supervisors and maintain a strong connection to partner management site leads supporting external teams.
  • Provide consistent feedback and recommendations to Hotels CX stakeholders to support continuous improvement.
  • Stay connected to the customer by handling occasional escalated issues.
  • Own projects beyond your team's day-to-day scope, from process changes to service improvements, and carry them through to landing.
  • Contribute to service enhancements as part of a small leadership team, where everyone carries a piece of the broader roadmap rather than only their own team's work.

Qualifications

• Bachelor's Degree or equivalent preferred
• At least 5 years of customer service experience
• At least 2 years of experience leading, coaching, or developing others
• Previous experience supporting a remote team a plus
• Ability to remain objective when managing people issues
• Excellent time management skills, attention to detail, and record keeping
• Passion for mentorship and development
• Solid, direct communication skills, written and verbal
• Strong analytical skills, with the ability to find solutions to operational and people management problems
• Empowered decision making, with awareness and sensitivity to the financial implications of decisions
• Ability to work well in an open, collaborative team environment
• Proven capability of responding readily and flexibly to change
• Some travel required

Your Location

Due to the nature of this position, the successful applicant will need to be based in Arizona, California, Colorado, Florida, Georgia, Idaho, Illinois, Maine, Maryland, Massachusetts, New Jersey, New York, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Vermont, Washington to be able to conduct their work.

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.

Equal Employment Opportunity

Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, gender, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, gender expression, sexual orientation, or any other legally protected characteristic.

How We'll Take Care of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range: $92,000 — $108,000 USD