ByDouglas MacMillan
- Airbnb’s CEO Brian Chesky.
- Airbnb
Airbnb aims to offer apartments and home rentals on par with a stay at a nice hotel. To do that, it’s embarking on a mission to instruct the 350,000 hosts who use its site on the finer points of hospitality.
“We need our hosts to be successful,” Brian Chesky, the company’s co-founder and CEO, said in an interview. “We need to treat them like partners to be successful.”
The initiative is scheduled to kick off on Tuesday morning, as about 300 Airbnb hosts from around the world gather in the company’s San Francisco headquarters to meet Chesky and his co-founders and learn from experts in the hotel industry.
The event coincides with the launch of an updated Airbnb app for iPhones and Android devices — a program with new tools for educating hosts and connecting them to one another.
Chesky was inspired to get more hands-on with hosts during the holiday season of 2012, when his year-end reading list included a textbook from the Cornell School of Hotel Administration – the premier program for hospitality education in the U.S. At a companywide meeting in January, he set two big goals for Airbnb: to become a leader in the hospitality industry and to transform into a primarily mobile business.
To accomplish the first, in September he hired Chip Conley, the founder of boutique hotel chain Joie de Vivre as Airbnb’s head of global hospitality. Conley, who said he never stayed at an Airbnb listing before taking the job, has spent the last few weeks traveling the world, staying with hosts and teaching them how to be more like hotels.
“Many of these people are micro-entrepreneurs who want to understand the art and science of hospitality better,” Conley said. “Almost none of them have gone to hotel school.”
At Tuesday’s event, Conley plans to give a seminar on what he calls the “Hospitality Moments of Truth,” where he’ll discuss the little things hotel operators do – from lobby décor to initial greetings – that Airbnb hosts can emulate to give guests a better experience. A couple in Paris, for example, has started showing up at the airport to welcome their guests in person with local coffee and pastries.
Chesky hopes the refreshed mobile app will go a long way toward getting a majority of Airbnb hosts using the service on mobile devices, where they can potentially be more responsive. The app lets hosts interact with their guests in a more streamlined fashion and adds a new feature, groups, which lets hosts critique and give each other tips on what worked.
The CEO sees the company expanding its effort to educate hosts. Conley will take his seminar on a 15-city world tour, and begin work on the company’s first Hospitality Lab in Dublin. Chesky is considering investing in additional e-learning software for hosts.
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