Supervisor, Hotels
New
A
AirbnbHospitality
Location: United StatesFull-TimeManager
Salary$92,000 — $108,000 USD
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Job Details
- Experience
- At least 5 years of customer service experience; at least 2 years of experience leading, coaching, or developing others.
- Required Skills
- People ManagementAnalytical SkillsCustomer serviceTime ManagementCoaching
Requirements
- At least 5 years of customer service experience.
- At least 2 years of experience leading, coaching, or developing others; this may include managing a team, leading peers, mentoring, or serving as a go-to resource.
- Bachelor's degree or equivalent preferred.
- Ability to remain objective when managing people issues.
- Strong time management, attention to detail, and record-keeping skills.
- Solid written and verbal communication skills.
- Strong analytical skills and ability to solve operational and people-management problems.
- Sound decision-making with awareness of financial implications.
- Ability to work collaboratively and respond flexibly to change.
- Some travel required.
Responsibilities
- Own team people strategy and operations, including onboarding, talent development, and engagement.
- Coach team members through regular one-on-ones, feedback, and development conversations.
- Manage individual performance against policy, quality, efficiency, and other targets.
- Set clear expectations and hold team members accountable fairly and equitably.
- Prioritize team work based on seasonality and the needs of guests, hotel partners, and the business.
- Collaborate with Hotels CX leadership, fellow Supervisors, and partner management site leads.
- Provide feedback and recommendations to Hotels CX stakeholders to improve service.
- Handle occasional escalated customer issues.
- Lead projects such as process changes and service improvements through implementation.
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