Before & After
Before
- Manual, error-prone onboarding that took hours per new host
- Inconsistent listing quality across properties and markets
- Generic training that didn't account for market differences
- Operations team bottlenecked by repetitive setup tasks
After
- 60% faster onboarding speed from day one
- 80% reduction in manual setup work per new host
- AI-generated video instructions tailored to each market
- New hosts list and manage properties without ops team involvement
The Challenge
Great Dwellings operates across three countries. Every time a new host joined, someone from the operations team had to walk them through the process. Show them how to set up a listing. Explain the standards. Review their photos. Answer their questions. It took hours.
Multiply that by a growing roster of hosts across multiple markets, and it became a bottleneck. The team couldn't scale onboarding as fast as the business needed to grow. Each new host required a live person. And that person had a limit on how many hours in a day they could spend on new host setup.
The quality of listings also varied. Some hosts got detailed guidance. Others got a quick walkthrough. The inconsistency showed up in guest reviews. Properties that launched with strong listings performed better. Properties that launched with rushed onboarding underperformed from the start.
The fix needed to solve two things at once: speed and consistency. New hosts needed to get up and running fast, and every host needed the same quality of training — regardless of which country they were in or who happened to be available to help them.
What We Built
We built an AI-powered onboarding system that handles host training automatically. New hosts go through a structured workflow with AI-generated video instructions at every step. The operations team reviews and approves, rather than building from scratch each time.
Disclosure: Great Dwellings is founded by NetAesthetics CEO Rasheid Scarlett. This case study reflects real results from our own operations.
Why didn't written guides or PDFs solve the consistency problem?
Hosts don't read PDFs. They skim them, miss sections, and then ask the operations team the same questions the PDF was supposed to answer. Video instructions have dramatically higher completion rates. When the instruction is a short video that shows exactly what to do — not just describes it — hosts follow through. AI-generated video also scales without a production budget.
How does Synthesys AI video training work in practice?
Synthesys AI generates instructional videos from a script. We built the onboarding scripts for each step of the host setup process — listing creation, photo standards, pricing configuration, house rules, guest communication guidelines. The AI turns those scripts into video presentations that a new host can watch on their own time. When the content needs to be updated, we update the script and regenerate — no filming required.
How did the system handle 3 different countries?
Each country has different market norms, legal requirements, and guest expectations. We built market-specific onboarding tracks so hosts in each country get guidance that's relevant to their market. The core framework is the same, but the content adapts. A host onboarding in Jamaica gets different instructions than a host onboarding in the US — without requiring separate ops teams in each market.
What does the operations team's day look like now?
Instead of spending hours with each new host, the ops team receives a notification when a host has completed onboarding. They review the listing, approve or flag issues, and move on. The AI handles the teaching. The team handles quality control. That shift freed up time for higher-value work — growing the portfolio, improving standards, building owner relationships.
The Results
Project Details
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