In the world of multifamily living, resident experience is everything. When residents feel valued and cared for, they’re more likely to renew their lease, leave positive reviews, and recommend their community to friends. While property management professionals excel at leasing and maintenance, there’s another industry that has mastered the art of customer service: hospitality. Hotels and resorts have long prioritized guest experience, making visitors feel welcomed, engaged, and at home—even if only for a few nights. So, what can apartment communities learn from the hospitality industry? Here are a few key takeaways:

First Impressions Matter

In the hospitality world, a guest’s experience starts the moment they walk through the doors. Whether it’s a friendly concierge, a well-appointed lobby, or a seamless check-in process, hotels prioritize making a great first impression. Apartment communities can do the same by ensuring the leasing office is inviting, move-in days are smooth and celebratory, and new residents receive a warm welcome.

Apartment Life helps ensure an excellent welcome process by personally connecting with each new resident within 90 days of move-in. In doing so, we're able to gather feedback about their experience, help resolve any issues that may have arisen, provide a warm gesture like a welcome gift or note, and extend an invitation to engage with neighbors at future events.  

Exceptional Customer Experience is a Must

Hotels train staff to anticipate guest needs before they even ask. Whether it’s extra towels, local recommendations, or quick problem-solving, hotel teams go above and beyond to create a seamless experience. Apartment property teams can apply this same mindset by being proactive in resident interactions, responding quickly to maintenance requests, and offering solutions before concerns escalate.

Ultimately, we know that property staff only have so many hours in a day and are often juggling multiple responsibilities to keep the community running. Apartment Life's program is designed to take work off the plate of property staff and provide additional services that go above and beyond a resident's expectations. Our coordinators offer proactive hospitality through small gestures like remembering a resident's name, lending a hand, or writing a note to let a neighbor know they're thinking of them. Through regular events, coordinators have the opportunity to delight and connect with residents on a regular basis, reaffirming their decision to live in the community. 

Create Community Through Shared Spaces

Hotels and resorts design their lobbies, lounges, and common areas to foster interaction, encouraging guests to linger, work, or socialize. Apartment communities can take a similar approach by designing amenity spaces that encourage engagement, such as cozy seating areas, resident lounges, or outdoor gathering spots.

Apartment Life takes amenity spaces to the next level by leveraging them for events that encourage connection. A club room is more than a club room - it's a place to gather for brunch on a Saturday morning, a studio for a Sip N' Paint night, the backdrop for a Murder Mystery Dinner, or a cafe for a coffee-tasting event. Amenity spaces offer the perfect platform for making neighbors feel at home as they engage in community life. 

Hospitality Never Stops

The best hotels provide consistent service, ensuring guests feel valued throughout their stay—not just at check-in. Similarly, the resident experience shouldn’t end after move-in. A culture of hospitality should be woven into the day-to-day operations of the property, from resident events to ongoing communication.

Creating a culture of belonging is the heartbeat of the Apartment Life program. We hire people who are gifted in hospitality and natural connectors to bring our signature services to apartment communities all over the country. We've designed several program options to meet the needs of various communities, while remaining committed to the same level of exceptional service that we've become known for in the multifamily industry. 

By borrowing key principles from the hospitality industry, apartment communities can create exceptional resident experiences that go beyond the ordinary. When residents feel like VIP guests in their own home, they’re more likely to stay, engage, and rave about their community—turning a great place to live into a place they truly love.

What hospitality-inspired strategies have worked in your community? Share your experiences with us!