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.
Kindly Reminder:
- This is a temporary work assignment that is up to 12 months through an Airbnb preferred labor outsourcing agency.
- This is a hybrid role which requires candidates to be based in Hongkong, China.
- This role is not eligible for relocation support
The team you will join:
The Airbnb Hotels organization, which includes HotelTonight, is a fun, entrepreneurial, start-up team where you can have outsized impact. Simplicity is at the core of our products. We pride ourselves on delivering the smoothest and most intuitive hotel booking experience. For hotels, we make it easy to drive incremental bookings so they can focus on the craft of hosting. We aspire to facilitate hotel discovery and serendipity at scale, benefitting guests and hotel partners.
The difference you will make:
As a Market Associate, your core responsibilities will involve supporting Market Managers, overseeing assigned projects, and managing an evolving portfolio of hotel partners in your market for both HotelTonight and Airbnb. You will also support strategic initiatives that drive hotel partner success on both platforms. These initiatives will include contacting hotels for needed business details, supply optimization, and platform education. Your self-starter, get it done attitude will be necessary to address the volume of opportunity planned to be tackled. A flexibility to move between account management and project work while upholding a strong level of customer service will make an impact!
A typical day:
- Take actions with hotel partners as needed to drive assigned projects forward
- Maintain well organized and detailed tracking mechanisms relating to assigned projects
- Call, email, and Zoom with hotel partners to accomplish assigned project needs
- Manage relationships with hotel partners within assigned portfolio
- Support scaled strategies to effectively manage & optimize hotel partners in assigned portfolio
- Educate partners on how HotelTonight and Airbnb platforms function
- Develop strong and long lasting partnerships
- Respond to and deliver exceptional service in a timely and efficient manner
- Work cross-functionally when necessary as well as with Market Managers within HotelTonight Supply
- Implement strategies to effectively manage and optimize workflows
- Act as the ‘front desk’ of HotelTonight and Airbnb to hotel partners with many needs and triage appropriately
Your expertise:
- 3+ years of experience in account management and/or partner support.
- 2+ years of hospitality/travel industry experience (preferred)
- Proficiency in both English and Cantonese.
- Self-starter who is resourceful with a get it done attitude
- Strong time management and prioritization skills
- Strong organizational skills relating to project work with a large volume of inputs and moving parts
- Track record of being able to effectively work a book of business (account management)
- Excellent communication and presentation skills and ability to communicate effectively with clients via phone, email, and zoom
- Team player, willing to contribute what is needed for the success of the team
- The ability to get things done with changing priorities, projects and deadlines
- Passion for Airbnb, travel, and the sharing economy
- We are looking for someone that is goals-obsessed, is inputs-driven, and willing to take action (high volume of calls, meetings, etc.)
Top Skills
What We Do
Airbnb is a community based on connection and belonging—a community that was born in 2008 when two hosts welcomed three guests to their San Francisco home, and has since grown to 4 million hosts who have welcomed over 800 million guest arrivals to about 100,000 cities in almost every country and region across the globe. Hosts on Airbnb are everyday people who share their worlds to provide guests with the feeling of connection and being at home. At Airbnb, we believe that hosts, guests and the communities where we operate are all stakeholders we have a responsibility to serve, and that by serving them alongside our employees and investors, we will build an enduringly successful company.
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