Airbnb's Head of Hospitality on Improving the Guest Experience

At the Skift Global Forum earlier this fall, Airbnb's Head of Global Hospitality sat down for a Q & A session devoted to the guest experience.

Watch, below, for Conley's conversation with Skift co-founder Jason Clampet.

As the founder of the boutique chain Joie de Vivre Hotels, Conley is well positioned to understand what a guest wants, as well as Airbnb's unique challenges delivering a consistent experience when they control little of what happens offline.

Since this conversation, Airbnb has hosted its first large-scale gathering of hosts at an event in San Francisco. They met to hear Conley and other Airbnb leadership extol the virtues of "belonging," the company's unifying message for the on- and off-line experience.

Get Updates on Skift Global Forum 2015 on Oct. 14 & 15 in Brooklyn, NY