Supervisor, Hotels

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 conne...

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 ...

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 exec...

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.
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.
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.
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.

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.