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Hotel Specialist

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Airbnb

21d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • San Francisco
    Remote

AI generated summary

  • You need 2+ years of customer support experience, strong communication skills, adaptability, solid judgment, problem-solving abilities, time management, and a passion for providing exceptional customer experiences.
  • You will manage escalated customer issues, provide expert guidance, support hotels and users, maintain knowledge of policies, and contribute positively to team dynamics while resolving cases efficiently.

Requirements

  • 2+ years of experience providing customer support, preferably in a remote setting.
  • Strong verbal (phone, meeting and presentation), written (email, chat, reporting), and interpersonal communication skills.
  • Passion for providing customers an exceptional experience while driving for results.
  • Flexibility and adaptability, able to work well in an ambiguous environment.
  • Solid judgment and a strong moral compass.
  • Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner.
  • Calm and Empathetic: You are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
  • Learning with Agility: You efficiently analyze new challenges, and quickly learn the additional skills and techniques needed to succeed. You proactively seek out opportunities to improve. You're versatile, and open to change when there's a better way. You learn from past mistakes and accomplishments. You're a cereal entrepreneur who is comfortable experimenting or reversing course.
  • Managing Time Efficiently: You value time, and use it effectively and efficiently. You prioritize correctly, focusing your efforts on the things that are most important. You plan ahead, structure your day, and adapt your environment to make the best use of your time. You stay organized to ensure successful multitasking.
  • Welcoming Ambiguity: You handle unexpected change with grace. You ask questions and seek to understand the reasons for change, while consciously avoiding assumptions of negative intent. You can effectively articulate the need for change and encourage optimism in those around you. You're consistently able to perform at a high level, even during times of uncertainty. You trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details.
  • Solving problems: You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution. You voice feedback and utilize creativity to propose original solutions, and don't stop at the first, most obvious, answers. You understand when cutting your losses is the best solution, and can explain why.

Responsibilities

  • Provide guidance on difficult cases, high-risk situations, and coach to appropriate resolutions for HotelTonight customers and hotel partners.
  • Handle escalated calls, and emails with the highest degree of courtesy and professionalism while balancing the financial impact to the business.
  • Meet performance expectations regularly and own time management efficiently to deal with different types of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc).
  • Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in HotelTonight.
  • Fostering an empowering environment by coaching and supporting decision making that will drive timely resolutions and/or positive guest experiences.
  • Support both users and hotels in a non-scripted environment - ensuring a flawless guest experience and a swift resolution.
  • Make judgment calls in high-pressure situations while leaving customers delighted.
  • Respond to escalated issues both directly from the customer as well as from other departments.
  • Utilize the various software to navigate information and current policies across HotelTonight and Airbnb.
  • Act as a brand ambassador and live HotelTonight and Airbnb company values in every interaction.
  • Maintain a positive and professional attitude toward customers and colleagues at all times. Contribute to a positive work environment throughout all communications with global teammates, Supervisor, and all other departments.
  • Support our customers and CX goals by answering calls, or emails when wait times are longer than usual and service levels are below goal.
  • Additional duties as assigned.

FAQs

What is the job title for this position?

The job title is Hotel Specialist.

What company is hiring for this position?

The position is being offered by Airbnb.

What team will the Hotel Specialist be a part of?

The Hotel Specialist will be part of the HotelTonight team at Airbnb.

What are the primary responsibilities of a Hotel Specialist?

The primary responsibilities include providing guidance on escalated cases, handling high-risk situations, coaching partners, managing customer communications with professionalism, and ensuring exceptional guest experiences.

What is the expected experience required for this role?

The role requires 2+ years of experience providing customer support, preferably in a remote setting.

What skills are emphasized for the Hotel Specialist position?

Skills emphasized include strong verbal and written communication, problem-solving abilities, time management, and adaptability in ambiguous environments.

Is there a focus on diversity in the hiring process?

Yes, Airbnb is committed to working with a broad talent pool and encourages individuals from diverse backgrounds to apply.

What is the pay range for the Hotel Specialist position?

The pay range for this role is $25—$26.45 USD per hour.

Are there any benefits associated with this position?

Yes, this role may be eligible for a bonus, equity, benefits, and Employee Travel Credits.

Do we support remote work?

Yes, this position is US - Remote Eligible, allowing for remote work with occasional attendance at an Airbnb office or offsite events.

What is the Company’s commitment to inclusion and belonging?

Airbnb is committed to fostering a diverse and inclusive environment, believing that diverse ideas foster innovation and engagement.

What should candidates with disabilities do if they need accommodations?

Candidates with disabilities requiring reasonable accommodations should contact Airbnb at reasonableaccommodations@airbnb.com, including their full name, the role they’re applying for, and the necessary accommodation for the recruiting process.

Will the Hotel Specialist need to handle escalated issues directly?

Yes, the Hotel Specialist will respond to escalated issues both from customers and other departments.

How important is empathy in this role?

Empathy is crucial for handling escalated calls and ensuring positive experiences for both guests and hotel partners.

What kind of work environment is encouraged within the team?

A positive and empowering work environment is encouraged, with a focus on supporting and coaching team members.

Airbnb is a community based on connection and belonging.

Travel & Leisure
Industry
5001-10,000
Employees
2007
Founded Year

Mission & Purpose

Airbnb is an online platform that connects travellers with unique lodging options and experiences offered by hosts worldwide. The company allows hosts to rent out their properties, whether it's a spare room, an entire house, or even an unusual accommodation like a treehouse or boat, to travellers seeking a more personalised and local experience. Airbnb's ultimate mission is to create a world where anyone can belong anywhere, fostering a sense of belonging and cultural exchange among travellers and hosts. Their purpose is to enable people to explore new places, immerse themselves in different cultures, and build connections with local communities while offering hosts an opportunity to share their spaces and stories. By facilitating peer-to-peer hospitality, Airbnb aims to make travel more accessible, authentic, and enriching for people from all walks of life, while contributing to economic opportunities and sustainable tourism in various destinations.

Benefits

  • Comprehensive health plans

  • Paid volunteer time

  • Healthy food and snacks

  • Generous parental and family leave

  • Learning and development

  • Annual travel and experiences credit