The opportunity
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…
What you'll do
Oversee the end-to-end Luxe host journey: from onboarding to offboarding.
Ensure consistent application of Luxe quality standards across property: evaluations, listing audits, and amenity assessments.
Act as the primary escalation point for complex or sensitive host situations,: including quality concerns, enforcement actions, and appeals.
Review and approve high-impact decisions such as listing suspensions,: removals, or significant goodwill gestures.
Maintain strong oversight of daily workflows, ensuring effective: prioritisation, SLA adherence, and accurate execution of SOPs..
Lead, coach, and develop a team of Specialists/Senior Specialists, ensuring: performance goals are consistently met at both individual and team levels.
What they're looking for
- Conduct regular 1:1s to set expectations, provide actionable feedback, and: drive personalised development plans.
- Monitor core KPIs (onboarding time, quality scores, productivity) and address: performance gaps through structured coaching.
- Identify and nurture high-potential talent through stretch opportunities,: project ownership, and succession planning.
- Foster a culture of luxury service excellence, with a strong emphasis on: attention to detail, curiosity, and host-centric thinking.
