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.