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40 | Airbnb & the Future of Hospitality | with Joseph Michelli

Nov 27, 2019


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We are big believers in hospitality when it comes to being a host. Whenever I’m talking to potential hosts and the first words out of their mouth are about all the money they could make, I get a little defensive. Hospitality has to be at the core of this, and living your dream will come after this.

That’s why we were so excited to read about our guest, Joseph Michelli, on the Airbnb blog. He’s an internationally sought after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience.

In his latest book, The Airbnb Way, Joseph delivers proven methods for increasing customer engagement, loyalty, and referrals that can be utilized in any service setting and industry. It gives an inside look into how Airbnb and its host community create dynamic  customer experiences and create brand loyalty in the sharing economy, including exclusive interviews with Airbnb leaders and stories from hosts and guests.


Building your own brand within the Airbnb community

Airbnb wants anyone to feel like they belong anywhere, which means it’s up to you to decide how you want people to feel when they stay in your space. You can focus on making people feel connected to nature, or having an eco-focused message. It’s important that you know who you are and you try to design the human process around your home to make that come through for that user.


Have a heart for hospitality

Being a host is NOT easy, but it can be incredibly rewarding, both monetarily AND personally. If you remove hospitality and branding from the equation, then this simply becomes a transaction that is a matter of pricing, and you are just as good as a clerk at any hotel. Hospitality should be as much caring about, as well as caring for, the people that come into your space.


Is your space good enough?

Don’t worry about comparing your rental to the place down the street or to your local hotel. Airbnb exists because people are tired of the hotel experience. People want to experience the nuances of a persons’ home. Let your space be authentic to who you are. Your space tells the story of you who are, and people are going to love that.


Being better community members and countering bad press

Unfortunately, terrible things are going to happen in this world occasionally. Sometimes that may happen with an Airbnb. If we are responsible to our neighbors, to our guests, and to our hosts, we are ensuring it’s only in rare exceptions that these bad things that are happening. Don’t spend all of your time worrying about the things that could happen, because they are so rare. And when they do happen, just take swift action to get it taken care of.

If these tips were helpful at all, you really must check out Joseph’s book. With interviews and case studies, you will learn even more tips about not only effective service, but how to make a good stay become a great stay.




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