In this episode of PlotLines, Britni sits down with Erin Hosler, Director of Residential Hospitality at FirstService Residential, for a deep dive into how hospitality principles are transforming the way residential buildings operate and how residents experience them.
Erin’s career spans some of the most recognizable names in hospitality, from Ritz-Carlton to Ian Schrager and Andre Balazs properties, as well as wellness-driven destinations. Today, she’s bringing those lessons into residential environments, where expectations are rising and differentiation matters more than ever.
One of Erin’s core philosophies is that true hospitality starts with awareness. Rather than focusing solely on flashy amenities, she emphasizes observing behavior, anticipating needs, and knowing when to engage and when to step back.
“It’s not just about rituals,” Erin explains. “It’s about watching human behavior and responding thoughtfully.” Whether it’s offering an umbrella on a rainy day or acknowledging meaningful moments in residents’ lives, these small touches build trust and connection.
Wellness continues to dominate headlines, but Erin notes the shift toward more individualized, self-serve experiences. From red light therapy to hyperbaric chambers, today’s residents are looking for spaces that offer stillness and autonomy.
She also highlights how expectations differ between rentals and luxury ownership, with renters prioritizing practical in-unit features while high-end buyers look for elevated shared experiences.
For Erin, consistency starts with culture. At FirstService Residential, that means aligning teams around shared values and empowering employees to make thoughtful decisions in real time.
From daily team lineups to deep dives into a building’s history and design, Erin believes service delivery should feel intentional and rooted in pride of place.
When asked what headline she’d like to see, Erin’s vision is clear: residential buildings where service feels personal, residents feel valued, and hospitality is embedded into daily operations.
Her advice to industry peers? Stay curious. Experience the spaces your residents experience. And never stop paying attention.
