I am coming off of an amazing weekend spent at a friend's house up in the Catskill Mountains, just outside of New York City. Our time was filled cooking, swimming, dogs, art, music, laughter and community. As I was driving back into the craziness of the city, I reflected on some great memories I had made in such a short amount of time. How could just 48 hours be filled with such wonderful moments? So many of these moments were made possible by my hosts. I recently spoke to a group of hotel executives about what we, as hoteliers, can learn from the best hosts - more specifically Airbnb hosts. It all comes down to the details. We love to talk about "attention to detail" when it comes to design, service and cleanliness. Where we "miss" in the hospitality industry is the emotional piece. My hosts genuinely cared about the experiences they were creating for us as guests. Before my arrival, they were clear in communicating driving times and what to pack so I would be prepared. While at their property, they both went out of their way to get to know me more so we could plan a dinner that would satisfy all. They listened before they spoke to ensure that our weekend activities matched the energy of the group. The best Airbnb hosts do the same; leaving hand-written notes for their guests with thoughtful, local recommendations and following up with them during their stay to make sure everything is to their liking. Of course some of these ideas come from the Hospitality team at Airbnb that is dedicated to teaching hosts the basics of service. But the reason the best of them do these things consistently is because they want to; not just because it was written down as a standard in their host manual. Think about what service standards you enforce with your teams and you'll notice that those who perform them consistently truly understand hospitality. That person with a hospitable heart is a much greater hire than the candidate who has an extensive resume and a jaded attitude.