Beyond the building: Why California’s high-rise boards need a new playbook

California high-rise living is changing. Resident expectations are evolving, buildings are becoming more complex and boards have more to consider than ever before.

The traditional formula for success (a strong general manager backed by reliable engineering) is still important. But the job has gotten bigger. Today’s boards need broader expertise to navigate everything from technology and compliance to hospitality, cybersecurity and long-term planning.

You’re not just overseeing a building. You’re shaping what it feels like to live there, protecting property values and preparing your community for what comes next.

These shifts are happening across California and were the focus of Skyline Sessions: Los Angeles, where industry leaders explored the future of luxury high-rise living.

They’re also why FirstService Residential established a dedicated high-rise division in 2017. Today, we manage over 55 high-rise buildings across California, combining local expertise with the perspective and capabilities that come from managing high-rise communities in major urban markets across the country.
 

The California high-rise market: What boards should know

From operations to strategy

It’s no secret that the job of governing a high-rise has changed. Day-to-day operations still matter, but boards are increasingly making decisions with implications that extend far beyond them.

Today, high-rise boards are navigating:

• More complex legislation and compliance requirements with real financial and legal consequences.
   
• Rising costs for labor, insurance and essential services.
   
• New luxury developments raising the bar for amenities and lifestyle programming.
   
• Higher resident expectations for technology, communication and responsive support.
   
• Cybersecurity threats that can put sensitive information at risk.

The details may look different in San Francisco, Los Angeles and San Diego, but the challenge is much the same: Today’s decisions require boards to think well beyond the day-to-day operation of the building.

That’s where having the right information matters. The High-Rise BENCHMARK Report can help boards understand the trends shaping the market, see how their community compares and identify areas that may deserve a closer look.
 
 

The problem: The old model can only go so far

While having a strong general manager and capable engineering staff remains essential, the range of responsibilities surrounding them has changed. Today, general managers may be expected to navigate areas that require highly specialized knowledge. Even the best general manager can’t, and shouldn’t, be an expert in everything.

That pressure can lead to talent turnover, budget strain, gaps in specialized knowledge and vulnerabilities in areas such as technology and cybersecurity.

The answer isn’t to expect more from one person. It’s to surround them with the right people.
 

A deeper bench changes the equation

That’s the idea behind FirstService Residential’s high-rise model. Instead of expecting an onsite team to have every answer, boards and community leaders can tap into specialists across lifestyle and hospitality, technology and cybersecurity, compliance, professional development, financial services and insurance.

The goal is simple: Give onsite leaders the resources to lead effectively while giving high-rise boards greater clarity and confidence in the decisions they’re making.
 

Residents want more than great amenities

A beautiful pool or fitness center still matters, but the experience around the amenity matters just as much as the amenity itself. Is it easy to use? Is the programming thoughtful? Does the service feel seamless? Does living in the community feel special?

Hospitality and lifestyle programming can turn shared spaces into places residents actually want to use. This creates opportunities for connection while helping a community stand out in a competitive luxury market.

"Today’s high-rise residents want an experience. Our hospitality teams help bring that experience to life, from social events and wellness programming to personalized concierge services.

We don’t just manage amenities. We activate them and continually train the onsite teams behind the experience. The result is a stronger sense of community, greater resident loyalty and a property that can compete in an increasingly sophisticated luxury market."

Tiffany Hannah, executive vice president of high-rise

What does the future of luxury high-rise living look like?

These expectations aren’t unique to California. They’re part of a bigger conversation about what luxury high-rise living should look and feel like in the years ahead.
 
 

Great communities need great people behind them

Amenities and technology may help define the experience, but people deliver it.

Great onsite teams don’t happen by accident. They need training, leadership and opportunities to grow. For boards, that investment can mean greater consistency and stronger service. And when good people have reasons to stay, communities benefit from teams that know the property, understand their residents and provide continuity over time.

"The best way to build a strong onsite team is to keep investing in the people behind it. Through FirstService Residential University and our regional development programs, associates have opportunities to build their skills and grow their careers. That helps us create stronger, more consistent teams and gives boards confidence in the people supporting their community."

Gabriela Rueda, regional vice president of strategy and operations

Keeping pace with technology and cybersecurity

Residents can bank, book a flight or order dinner from their phones. It’s not surprising that they expect the same kind of ease from where they live.

FirstService Residential Connect™ and HODA®, our AI-powered assistant, give residents 24/7 access to services and information, helping make routine interactions simpler and more convenient.

"Technology should make life easier, not more complicated. Our tools help create a seamless, secure experience that gives board members and residents easier access to what they need, when they need it."

Tony Joseph, vice president of IT

Of course, greater convenience brings greater responsibility. As communities rely more heavily on digital tools, protecting resident and community information becomes even more important.
 

"Cybersecurity isn’t something you can set and forget. It takes consistent standards, regular audits and strong safeguards to protect resident and community information. For us, that vigilance is simply part of doing the job right."

John Rodriguez, director of IT

Stronger finances start with better informed-decisions

Insurance. Reserves. Cash management. Major capital projects. For high-rise boards, the financial picture can get complicated quickly.

You don’t need to become a financial expert. But you do need access to people who understand the decisions in front of you.

FirstService Residential clients have access to financial and insurance resources through FirstService Financial and FirstService Insurance Brokers. These teams can help boards evaluate cash management opportunities, navigate insurance decisions and plan for long-term financial needs with greater confidence.

The value isn’t having every answer yourself. It’s knowing where to turn when the decisions get more complex.
 

What should your board be asking?

Preparing for the future doesn’t mean chasing every new amenity, technology platform or trend. It means knowing what matters to your community, where you may be falling behind and what deserves your attention next.

Start with a few simple questions:

• Does our resident experience reflect what people expect from high-rise living today?
   
• Are residents getting the full value from the amenities we already have?
   
• Does our onsite team have the training and backing it needs to succeed?
   
• Are our technology and cybersecurity practices keeping pace?
   
• Are today’s financial and operational decisions protecting long-term financial health and property values?
   
• Where are we asking one person or team to carry too much?
   
• What should we be preparing for next?

You don’t need to have every answer today. But asking the right questions can reveal where your community is well positioned and where a little more expertise could make a meaningful difference.
 

Ready for what’s next?

California’s high-rise communities will keep evolving. New technology will emerge. Resident expectations will shift. New challenges will land on the board’s agenda.

The goal isn’t to predict all of it. It’s to be ready for it.

With a dedicated high-rise division and capabilities that extend beyond the onsite team, FirstService Residential helps boards bring the right people to the table, whether the issue involves resident experience, talent, technology, cybersecurity or financial planning.

Or, if your board is thinking about what’s next for your community, let’s start the conversation.

This information is provided for general informational purposes only and is not intended to constitute, and should not be relied upon as, legal, regulatory, financial, or operational advice, or as a representation or guarantee of any specific services, capabilities, or outcomes. Property management needs, regulatory requirements, market conditions, and available services vary by jurisdiction, property type, and community. FirstService Residential provides services through locally based affiliates and associates, and services and results may vary by community, region, contractual terms, and applicable law.