Onboarding new residents isn’t just about handing over keys and passing along paperwork—it’s about creating an experience that sets the tone for their entire stay within your community. Maybe that's 12 months, maybe it's 10 years. We believe the secret to keeping residents happy, loyal, and engaged starts with adopting a hospitality mindset.
This week, we're digging into what multifamily can learn from hospitality when it comes to creating a five-star resident experience.
Think about the hospitality industry—its foundation is built on making guests feel welcome, comfortable, and appreciated. Now, bring that same energy into multifamily development, and you’re not just providing four walls and a fob-accessed controlled front door—you’re creating a community where people feel genuinely valued and looked after. This shift from “tenant” to “guest” transforms how residents experience your property.
When you treat residents like guests at a five-star hotel, you’re not just ensuring a smooth move-in process—you’re setting the stage for long-term satisfaction, loyalty, and a sense of belonging. Residents paying thousands of dollars in rent don’t just want a place to live; they want that feel good feeling about living there.
The first impression you create can be the difference between a short-term renter and a long-term, loyal resident leaving 5-star reviews and referring more friends to join them in calling your project home.
Think about the hospitality industry—its foundation is built on making guests feel welcome, comfortable, and appreciated. Now, bring that same energy into multifamily development, and you’re not just providing four walls and a fob-accessed controlled front door—you’re creating a community where people feel genuinely valued and looked after.
This shift from “tenant” to “guest” transforms how residents experience your property.
When you treat residents like guests at a five-star hotel, you’re not just ensuring a smooth move-in process—you’re setting the stage for long-term satisfaction, loyalty, and a sense of belonging. Residents paying thousands of dollars in rent don’t just want a place to live; they want that feel good feeling about living there.
The first impression you create can be the difference between a short-term renter and a long-term, loyal resident leaving 5-star reviews and referring more friends to join them in calling your project home.
Before we discuss how hospitality principles can elevate the multifamily experience, let’s define "The Hospitality Mindset.” It’s not just a buzzword—it’s a way of doing business that puts people first every single time.
Take Hilton, for example. Their entire model revolves around creating an exceptional guest experience. It's not just a goal—it’s a standard they live by.Check out their core values:
These aren’t just words on a wall—they’re principles that any multifamily company can adopt to elevate the resident experience. Now, let’s look at The Ritz Carlton. Their approach is similar, but they bring their own flavor:
Trust, honesty, respect, integrity, and commitment.
Pretty powerful stuff here. Now we’ve got a deep understanding of hospitality values, let’s break down how you can bring this mindset to your new development and transform how residents experience their homes.
Well before residents even set foot in their new home, the resident experience should already be in motion. A personalized welcome email is the perfect way to start building that relationship. Introduce your team, provide move-in details, and highlight the property’s unique features. This isn’t just a checklist—it’s your chance to show that you’re thinking about them and their specific needs.
But don’t stop there. Go the extra mile by offering local insider tips. Let new residents know where they can find the best coffee, the most convenient grocery store, or the coolest dive bar, and other hidden treasures that come with calling your neighborhood home. These little touches show that you care about their comfort and are invested in making their day-to-day life easier.
Move-in day is your first real opportunity to create a lasting impression, so make it count. Think about how guests feel when they check into a luxury hotel. The room is spotless, the staff is welcoming, and the experience is seamless. That’s exactly the vibe you want to create for your residents.
Start by ensuring the unit is in perfect condition—clean, organized, and ready for them to move in. But don’t stop there. A small welcome gift with snacks, water, or branded items like a tote or mug adds a thoughtful, personal touch. It's important to make sure the gift matches the product (your building).
Would you give a resident leasing a $3,500 Manhattan studio a branded pen and a beer koozie? These gifts should be reflective of your property brand, and perceived value.
It shows that you’ve anticipated their needs and want to make their move-in experience as smooth as possible.
Want to take it up another notch? Assign a dedicated team member—like a “resident services manager”—to welcome them before, during, and after on move-in day. This kind of personalized service not only makes residents feel cared for but also builds trust. When residents feel that they’re receiving VIP treatment, it leaves a lasting impression. And lasting impressions accelerate renewal rates!
Here’s the thing: we've got to stop dropping the ball after move-in day.
Communication is key to maintaining that high level of service. A few days after move-in, follow up. Ask how the resident is settling in, if everything went smoothly, and if there are any issues or concerns you can address. This simple act shows that you care about their well-being, not just about filling units.
Make it easy for residents to reach out at any time. Whether it’s through a resident portal, a direct phone line, or even a dedicated app, the key is to provide open and clear communication channels. When residents know they can easily get in touch with you, they’ll feel more supported and valued.
Living in a property is about more than just having a place to sleep—it’s about feeling like part of a true community. This sense of belonging is crucial for turning short-term residents into long-term community advocates who will shout from the rooftops that they live in the best building in the whole city. Where do you even begin?
Right from the start, find ways to help residents connect with one another.
Host casual meet-and-greet, retail pop-ups, workout classes, or any kind of on-brand event that introduces new residents to their neighbors. Show them how to take advantage of shared spaces like fitness centers, co-working areas, or communal lounges, rooftop patios, and more.
When residents feel connected to their community, they’re more likely to stick around for the long haul.
Onboarding doesn’t stop after the first week or month. The key to long-term retention is consistent engagement. Regular touch points—like on-brand monthly newsletters, elevated event invitations, or sincere and transparent updates on property improvements—keep residents in the loop and engaged with their community.
And don’t forget about feedback. Residents want to feel heard, so create a feedback loop that encourages them to share their thoughts. Whether through surveys, check-ins, or informal conversations, asking for feedback shows that you value their opinion and are committed to improving their experience.
When residents see that their suggestions lead to action, it builds trust and loyalty.
Onboarding new residents with a hospitality mindset isn’t just about making a good first impression—it’s about creating a relationship that lasts. When residents feel welcomed, appreciated, and supported from day one, they’re more likely to stay longer, leave positive reviews, and recommend your community to others.
At Transforming Cities, we educate developers who don’t just build properties—they create spaces where renters feel at home. By adopting a hospitality-driven approach to onboarding, you’re not just filling units—you’re building a community that people love being part of.
And that’s the real difference.
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