The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging

Think Magical and Memorable

Sometimes you will never know the value of a moment until it becomes a memory.

—Theodor Seuss Geisel (“Dr. Seuss”), children’s author and cartoonist

In Chapter 6, we explored how Airbnb seeks to support a service ecosystem that delivers magical and memorable travel experiences through responsiveness, convenience, needs fulfillment, and personal care. In this chapter, we will look at how Airbnb’s hosts deliver service with heart. But before we get into host stories, let’s put hospitality excellence in context.

Throughout ...