Supervisor, Hotels

Job description

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: 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