Erin Hosler: Bringing 5 Star Hospitality to Residential Real Estate

On this episode of Closed!, recorded live at The Real Deal Forum, Lee sits down with Erin Hosler, Director of Residential Hospitality at First Service Residential New York, to discuss what it looks like when world-class hospitality meets residential property management. Erin brings over three decades of experience training service teams at some of the most recognized names in luxury hospitality, including The Ritz-Carlton, Soho House, the Langham, and more. Now, she's channeling that expertise into a first-of-its-kind training program at First Service, helping building teams across New York and beyond create meaningful, memorable experiences for residents. From the Ritz-Carlton's three-step service philosophy to crafting "wow moments" for residents, Erin breaks down why the little things, not the amenities, are what truly define a building's culture and keep residents happy. She also shares how she tailors training to individual building brands, navigates established teams, and even customized a full program around a pop star moving into one of her buildings. If you work in residential real estate, property management, or just love a great conversation about service and culture, this one is for you.