In almost every market for short-term accommodation around the globe Airbnb's business model has left an impression. Airbnb has developed a unique approach to setting service levels that can serve as a powerful model for hotels when brainstorming service concepts. This is a practical guide to this model. Enjoy!
Understanding Airbnb’s thought model
Airbnb’s approach to service excellence begins with envisioning the highest possible level of service they could offer, it should be an ideal or utopian scenario. This process involves considering what would make the experience exceptional in every way, without initially worrying about ANY practical or financial constraints. Once this ideal level of service is defined, Airbnb then scales it back to a more practical and feasible standard that can be consistently maintained. Hopefully this can be done without losing the initial ideas sensation or vibe.This strategy allows Airbnb to push the boundaries of what is possible, ensuring that they are not limiting their potential by starting with practical limitations.
Applying the thought model Here’s a step-by-step guide to applying Airbnb’s thought model to a mid-range hotel chain, complete with some extravagant, hands-on examples for inspiration:
Hands-on examples for Hoteliers
Exclusive Airport Pickup with Celebrity Experience
Dream Big: Imagine guests being picked up at the airport by a celebrity like Taylor Swift in a helicopter, whisking them away to the hotel.
Scale Back: Pickup by luxury boat with former hollywood star Garey Busey making jokes on the ferry ride to the hotel.
Scale Back: Partner with a luxury car service to offer premium airport transfers, perhaps with local influencers welcoming guests in the car via a personalized video message.
Scale Back: Send a black cab car service to pick up the guests.
Red Carpet Arrival and Personalized Welcome Party
Dream Big: Picture a red carpet rolled out upon arrival at the hotel, where famous Chef Alain Ducasse (21 stars in Guide Michelin) and ex president Barack Obama is waiting with a grand party in the guest's honor.
Scale Back: Create a red carpet experience with a professional photographer, and offer a welcome reception with local entertainers or a live band and complementary three course menu to greet guests upon arrival.
Scale Back: Free hors d'œuvre and champagne in the room when the guests arrive.
Scale Back: A complimentary glass of cava at the reception upon arrival.
Now you get the idea.
Conclusion and links
Dreaming big and scaling back is an effective way of keeping red thread visual when “sowing your concept together”. Learn more in this episode of Masters of Scale with Ried Hoffman as he interviews Brian Chesky founder of Airbnb. Good luck!
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