Q&A With Summer’s Head of Experience, Sarah Haviland
Where were you before starting at Summer?
I am a hospitality lifer! I started working at the front desk at a Hilton Hotel while I was in college and stayed with the brand holding various Operations and Guest Experience leadership roles, while traveling around the US working at hotels from resorts to convention properties. I learned and developed my skills as a business and people leader, but was bored of the “box” and the confines of the hotel world. I left a long career in traditional hospitality, to be creative and think outside the box in the newly evolving short term rental company. I joined the launch team as a Regional Head of Operations with Domio and was quickly promoted to leading the Operations and CX teams for the company as we scaled from 20 to 2000 properties in a few years. Unfortunately Domio, like many other hospitality operations, closed up shop after the pandemic. When one door closes, another door opens. I then joined the AvantStay team and led the reorganization, structure and process of the remote Guest Experience and Concierge teams as the Head of CX, until I fell in love with Summer.
“What I am most excited about is our members. The members are the most unique part of our business and I am looking forward to creating and refining their journey with Summer.”
How did you discover Summer? What attracted you to the concept and company?
I connected with Woods through a mutual contact while he was still working at Landing. At the time it wasn’t the right fit for us to join together, however I truly enjoyed talking shop and learning more about Woods. When I saw Woods was starting his own thing and what it was about, I knew I could bring value to proving out the concept of Summer. What I am most excited about is our members. The members are the most unique part of our business and I am looking forward to creating and refining their journey with Summer.
What is your role as Head of Experience at Summer? How do you spend most of your time?
As the Head of Experience, myself and my team ensure that every touchpoint for our members and guests, from communications to the physical properties, is a five star experience. We collectively have brought learnings from past STR companies to consistently deliver on this promise, as well as actively listening to our customers and improving every day.
“Systems and process development to deliver a world-class experience and prepare for scale is my favorite– and most challenging– part of my role.”
What is your favorite part of your role? What’s the most challenging?
I love to build! Systems and process development to deliver a world-class experience and prepare for scale is my favorite– and most challenging– part of my role.