Resident Lifestyle & Experience

Five-Star Service and Resident Experience

Residents who choose to live in a vertical community expect that their needs will not only be met, but exceeded. That’s why FirstService Residential’s high-rise division has specific leadership in place to address the resident and lobby experience. Director of Hospitality and Resident Experience Kellie Hachten partners with high-rise general managers to provide recommendations, best practices and comprehensive training to all associates who work with residents, guests and visitors.

Raising the level of service doesn’t just require appropriate training, but a sincere level of care in anticipating residents’ expressed and…perhaps more importantly, unexpressed needs. We work closely with general managers and key associates to ensure that the message being delivered is clear and consistent, all while providing true five-star service and exceeding resident expectations.

To consistently elevate the resident experience, our Hospitality and Resident Experience division provides the following services to high-rise clients, including:

  • Development of personalized training programs for associates who work directly with residents
  • Regular quality assurance audits to ensure service excellence
  • Establishment of relationships with local vendors for preferred referrals
  • Recommendations of service improvements based on building’s unique needs

Five-star service doesn’t happen overnight. The leadership and associates of our Hospitality and Resident Experience division are dedicated to creating that exceptional resident experience.