From Hotels to High-Rises: How Hospitality Is Redefining the Residential Experience

In this episode of PlotLines, Britni sits down with Erin Hosler, Director of Residential Hospitality at FirstService Residential, to explore how hotel-level service principles are reshaping the expectations of today’s luxury residential living.With a career spanning Ritz-Carlton, Ian Schrager properties, Andre Balazs hotels, wellness destinations, and now residential management, Erin shares how her hospitality background informs a more intuitive, human-centered approach to property management. The conversation dives into what “anticipating needs” really means in residential buildings, why rituals alone aren’t enough, and how subtle, thoughtful touches can elevate daily living for residents.Erin also breaks down evolving amenity trends and explains how FirstService Residential is building consistency and engagement across large condominium and co-op portfolios.Tune in to hear why hospitality is all about awareness, authenticity, and creating environments where residents feel genuinely valued.