Case Study: Airbnb 2019 Host Q&A

Host Story - Kristen of Inn Cahoots in Austin TX host of Host Q&A 2019

Connecting Hosts Globally: Transforming virtual touch points into Community-Building Experiences

At Airbnb, connection is everything. Host Comms partnered with cross-functional teams to reimagine their quarterly Host Q&A, transforming it from a standard corporate update into an authentic community experience that connected hosts worldwide with the people behind the business.

The 2019 Host Q&A represented a critical touchpoint for Airbnb's global host community. This yearly event was designed to launch new host-centered features, facilitate direct connection with executive staff, and drive host success. The challenge was creating an experience that would resonate authentically with hosts both attending in-person and participating virtually, while effectively communicating complex product updates and organizational developments to a diverse, global audience.

I collaborated with documentary filmmakers to create a compelling feature showcasing the event location's host story, which we presented both at the live event and distributed through digital channels. Additionally, my team produced comprehensive recap content to keep hosts globally informed about new product features and organizational developments announced at the Q&A that we distributed on our host resource center. Partnering with vendors and event production agencies, we also hosted two events in Austin.

This project demonstrated my ability to lead cross-functional creative initiatives, craft authentic storytelling, and to create content that simultaneously serves business objectives while building genuine community engagement.