FirstService Residential has engaged Atelier CX, the consulting division of Forbes Travel Guide (FTG), to establish an elevated benchmark for residential high-rise living. Together, the organizations have developed a customized framework for FirstService Residential, grounded in hospitality principles refined at the world’s most respected hotels. As resident expectations continue to evolve, property management is increasingly looking to hospitality as a benchmark for service excellence, consistency and accountability.
This collaboration reflects a broader industry shift, where service is viewed not simply as an operational function, but as an intentional, end-to-end experience. Forbes Travel Guide is recognized as a global authority on luxury hospitality, known for its annual Star Ratings of hotels, restaurants, spas and ocean cruises in more than 100 countries. As architects of customer experience, Atelier CX provides hospitality expertise, service standards and training methodologies informed by decades of experience with exceptional guest experiences.
“We’re excited to collaborate with FirstService Residential as they further strengthen their approach to luxury residential experiences through hospitality-inspired service principles,” said Hermann Elger, chief executive officer of Forbes Travel Guide. “This engagement reflects FirstService Residential’s commitment to the convergence of hospitality and residential living, where thoughtful service design, consistency and luxury personalization are increasingly important to residents and communities alike.”
The comprehensive FirstService Residential program includes a customized service blueprint, training for both the head office and high-rise teams and regular assessments to ensure exceptional service delivery. Seven luxury residences in the United States managed by FirstService Residential are the first to participate: Alina Residences in Boca Raton, Residences by Armani/Casa and Jade Signature in Sunny Isles Beach – along with Pier 4 in Boston, 53 West 53rd in New York City, The Sun Rose Residences in West Hollywood, California, and Residences at the Stoneleigh in Dallas – with more to come.
“As resident expectations become increasingly sophisticated, property management must evolve with them,” said David Diestel, chief executive officer of FirstService Residential. “Working with Atelier CX allows us to bring greater structure, clarity and consistency to how service is defined and delivered in luxury residential high-rise environments.”
The initiative builds on FirstService Residential’s operational expertise and leadership in property management while introducing hospitality-focused standards through a new, systematic approach to resident experience.
“Our boards expect their luxury buildings to operate at the highest level,” said Robert Smith, president of the South Region at FirstService Residential. “By aligning residential high-rise service with hospitality best practices, we’re reinforcing a higher standard for consistency, training and day-to-day execution.”
Alina Residences in Boca Raton, one of seven luxury properties included in the program launch.
