Supervisor, Hotels

The Community You Will Join: 

On the Hotels CX team at Airbnb, we support the guests who book with HotelTonight and the hotels who host them on HotelTonight and Airbnb. Hotels are a growing part of what Airbnb offers travelers, and it's an area the company is investing in heavily right now, which means this team's work sits at the center of how that experience takes hold. Every guest we take care of and every hotel partner we support well shapes how hotels grow on Airbnb.

The Difference You Will Make:

As a Hotels CX Supervisor, you'll coach, motivate, and manage a team of Hotel Specialists and Team Specialists, making sure they have what they need to serve our guests and our 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 to support and challenge 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.

Strengths

• Coaching and developing others: You give feedback early and directly, and you adjust when it isn't landing. You know the difference between telling someone what to do and helping them figure it out.
• Building and nurturing engaged teams: You understand that engaged people make great teams, and you know how to drive that. You're team oriented and unselfish, and you motivate without needing authority to do it.
• Welcoming ambiguity: You can articulate the need for change and encourage optimism in those around you. You perform at a high level during uncertainty and move forward without every detail.
• Delegating: You share responsibility while holding ultimate accountability. You communicate assignments, expectations, and ownership clearly, and you trust people to perform.
• Managing vision and purpose: You connect your team's work to what Airbnb is building, and you get people invested in it.
• Improving how we work: You spot friction and bring ideas, not just problems.

Your Expertise:

• 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. This can take many forms: managing a team, leading peers through a project or process change, mentoring newer teammates, or serving as the go-to resource on your team. Direct management experience is welcome but not required.
• 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. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. 

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

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.