From recognition to resident experience: The impact of the Forbes VERIFIED™ Luxury Residences designation

When seven FirstService Residential-managed communities earned the inaugural VERIFIED™ Luxury Residences designation from Forbes Travel Guide (more than half of all properties on the inaugural list), the recognition marked an important moment for residential property management. It signaled that luxury living is defined not only by architecture, amenities, and location, but also by the consistency, personalization, and thoughtfulness of the service residents experience every day.

The recognition is a result of hospitality-focused service standards and training developed by FirstService Residential in collaboration with ATELIER CX, Forbes Travel Guide’s consulting division.

These service standards are a component of FirstService Residential’s proprietary High-Rise Standard^SM and are complemented by the operational standards and practices refined over nearly four decades as a leader in residential property management.

Participating teams completed in-person training focused on hospitality principles, including anticipatory service, attentive communication, and creating meaningful moments throughout the resident journey.

Months later, the program’s influence can be seen in how teams think, collaborate, and respond to residents.
 
 

Turning hospitality principles into daily practice

The training, designed by FirstService Residential and ATELIER CX, gave participating teams a shared language for service and a practical framework for applying it. Rather than treating hospitality as a series of isolated gestures, participating properties used the principles to examine the full resident experience: how team members greet residents, share preferences across shifts, anticipate recurring needs, and follow through after addressing a request.

"The ATELIER CX training reinforced the high standards of luxury service we already uphold, strengthening our ability to anticipate resident preferences and deliver highly personalized experiences. Our team has become even more intentional about noticing patterns, sharing details, and acting on them discreetly. Residents feel the difference when an individual preference is remembered or a need is addressed before they have to ask."

Aziz Bendriss, general manager of 53 West 53 in New York City

German Cabieses, general manager of ALINA Residences in Boca Raton, Florida, concurs.

"True luxury is more than beautiful surroundings and exceptional amenities; it’s also defined by how consistently we make our residents feel valued, recognized, and cared for. The training built on our belief that exceptional service is not a single memorable moment, but a culture of excellence demonstrated through every interaction, every day.

We have embraced a hospitality-driven approach where attention to detail, genuine personalization, and seamless teamwork transform everyday experiences into something extraordinary. Our greatest achievement is creating an environment where residents don't simply experience luxury – they feel it in every interaction."

Anticipatory service becomes a team discipline

Anticipatory service is often expressed through small actions that require preparation behind the scenes. A team may recognize a resident’s routine, coordinate an arrival, or communicate a preference to another department. The moment appears effortless to the resident because strong operational practices have already aligned the people, information, and follow-through needed to support it.

"Anticipatory service at our building often means connecting information across touchpoints. If we know a resident is returning after time away, the appropriate team members can be prepared to welcome them back and assist with what they may need upon arrival. Residents value that sense of recognition; it makes the community feel attentive without feeling intrusive."

Michael Ryan, general manager of Jade Signature in Sunny Isles Beach, Florida

Andrew Gallucci, general manager of PIER 4 in Boston, Massachusetts, says,

"The in-person format of the training delivered by the ATELIER CX team gave us the opportunity to discuss real situations and consider how the resident might experience each one. Since then, we have seen more communication across roles and more ownership of the complete interaction. Residents notice when they do not need to repeat a request and when the person assisting them stays engaged through resolution."

A broader investment in high-rise community value

FirstService’s High-Rise Standard also helps frame service culture as a long-term community investment. For boards, an approach grounded in proven operations and hospitality-centric service can support a property’s reputation, strengthen resident satisfaction, and bring greater discipline to how expectations are communicated and maintained. The designation provides independent validation, but its lasting value depends on how consistently teams carry the standards into daily operations.

Stephanie Summerall, general manager of Residences at The Stoneleigh in Dallas, Texas, shares,

"Our board views this work as an investment in the resident experience and long-term distinction of the community. The training gave the team a clear service framework that complements strong operations. Residents benefit from a more deliberate approach, and the designation offers meaningful recognition of the standards the community wants to uphold."

That shared commitment matters because service culture cannot rest with one manager or one department. It must be understood across the property and supported by the board, management partner, and frontline team members who bring it to life.

Operational standards create consistency, while training, coaching, recognition, and candid discussion help turn service principles into durable habits.

Adela Gurriaran Mosquera, general manager of Residences by Armani/Casa Miami in Miami, Florida, says,

"The program prompted us to look at ordinary interactions with fresh perspective. Team members are asking not only whether a task was completed, but how the resident felt throughout the process.

That shift has led to more thoughtful follow-up and stronger attention to details that can turn a routine request into a positive experience."

Managers at other communities have taken notice as well. Conversations increasingly move beyond the designation itself to the practices behind it: how the training was received, how standards are reinforced, and how a hospitality mindset can be adapted to different property cultures. That interest points to a wider shift across luxury residential management, where experience is becoming as important as – or even surpassing – the physical environment.

"Colleagues from other buildings have asked how the training translated from the classroom to the property. For us, building consistency relies on repetition and reinforcement.

We continue discussing service moments as a team and using them as opportunities to learn. Residents experience that work through interactions that feel more confident, coordinated, and personal."

Rafael Figueroa, general manager of The Sun Rose Residences in West Hollywood, California

The resident experience is the lasting measure

Across the seven properties included in the inaugural Forbes VERIFIED™ Luxury Residences list, the clearest measure of impact is not a plaque or announcement. It is the accumulation of everyday moments that make residents feel recognized, respected, and at home. A warm welcome, a preference recalled, a request flawlessly executed, or a follow-up delivered at the right time can shape how residents view and feel about their community.

Resident feedback, whether offered directly or reflected in greater ease and trust, helps teams understand which practices are resonating. The goal is not to reproduce a hotel experience at home, but to combine the hospitality industry’s attentiveness and service discipline with the operational rigor required in a setting where relationships develop over years, not days.

The designation has given participating teams an independently verified benchmark against which to evaluate those moments and a common standard for enhancing them. It has also affirmed a broader direction for the industry: luxury service is less about formality than awareness, consistency, and genuine care.

For FirstService Residential, the initial recognition was a milestone. The impact that follows is the more consequential story. As teams continue to apply the residential property management company’s High-Rise Standard, the seven communities are demonstrating how proven residential management practices and hospitality-informed service can work together to elevate daily living and establish a stronger standard for the residential experience.
 

Essential information about the Forbes VERIFIED Luxury Residences designation

How does FirstService Residential help high-rises on the path to a Forbes VERIFIED Luxury Residences designation?

At FirstService Residential, we are helping set the standard for luxury high-rise living. Through our High-Rise Standard℠, we bring together operational excellence, financial stewardship, and hospitality-minded service to elevate resident experience and optimize long-term value.

As the first property management brand to collaborate with ATELIER CX, the consulting division of Forbes Travel Guide, we developed a service framework that brings world-class hospitality standards into residential living. Today, FirstService Residential manages seven Forbes VERIFIED Luxury Residences, more than any other residential property management company, with additional properties pursuing the designation.
 

Why is the Forbes VERIFIED Luxury Residences designation so valuable?

The Forbes VERIFIED Luxury Residence designation must be earned, never purchased. Forbes Travel Guide maintains rigorous standards and is highly selective about the properties it verifies, making the designation one of the most respected distinctions in luxury residential living.
 

When can a high-rise obtain a Forbes VERIFIED Luxury Residences designation?

Forbes evaluates actual operations and service delivery. Some of the criteria for consideration include a staff that is in place and available to receive training, as well as a minimum of six months of operation. However, the foundation for a VERIFIED-caliber experience is built long before opening day.
 

How does FirstService Residential help prepare a property for consideration?

Partnering with FirstService Residential helps establish the operational foundation, staffing strategy, service culture, and performance standards that support consideration for verification.

Because our program was developed in collaboration with ATELIER CX, our teams are trained on the same service expectations and measurable standards used to evaluate luxury residential properties.

Developers can engage FirstService Residential early in the planning process to align staffing, service delivery, resident programming, and operations with the High-Rise Standard, creating the foundation for an exceptional resident experience and long-term value from day one.
 

How are high-rises that aren’t pursuing the VERIFIED Luxury Residences designation impacted?

While the VERIFIED Luxury Residences designation recognizes communities that meet specific luxury criteria, FirstService Residential’s High-Rise Standard benefits every high-rise it manages. Through close partnership with boards and building teams, we help each community provide the level of service its residents expect.

To learn more about how FirstService Residential can support your high-rise community, contact us today.

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.