Marcie Williams on Why Hospitality Doesn't End at the Front Door

"Once they live with us, we want them to stay with us. Bilt will help us drive retention because we're going to be able to provide next-level customer service and understand what their needs are… not just from a living standpoint, but from an experience standpoint." — Marcie Williams, Chief Strategy Officer, The Bainbridge Companies

Hospitality is central to multifamily, but historically, it’s been limited to the moments residents spend inside the building. A tour with the leasing team, a conversation in the lobby, a maintenance visit. The challenge has been offering that same level of care consistently throughout the entire resident journey across an entire portfolio.

For Marcie Williams, Chief Strategy Officer at The Bainbridge Companies, the ability to deliver hospitality at scale is what makes Bilt different: "I would describe Bilt as convenience. It's really helping us as operators streamline our processes, making lives easier for our customers and expanding our brand."

Bilt's hospitality platform brings every stage of the resident experience into one connected system, from leasing and move-in to payments, maintenance, renewals, rewards, and even neighborhood engagement, giving operators a competitive way to reinforce their resident relationship beyond the property.  

At the center is the Bilt Concierge, which orchestrates every interaction between residents and their community. Whether someone is coordinating a move-in, reserving an amenity, submitting a maintenance request, or discovering a neighborhood restaurant, the Concierge automates routine tasks, handling requests on behalf of both the resident and the operators.

Those interactions also offer richer insights into resident engagement: Bilt analyzes resident activity across both the property and the neighborhood, serving up more meaningful insight into where they spend, redeem Bilt Points, workout, dine, and more. This helps operators understand the places, services, and experiences that matter most to their residents so they can deliver thoughtful, personalized hospitality in real-time.

"If we can understand what their activity is, where they're spending, and what they're doing in the neighborhood, we can know that they have a reservation at 6:30 and send them a bottle of wine on Bainbridge. It really expands our brand outside of just our community," said Marcie.

By creating stronger relationships beyond the property itself, operators build loyalty, improve retention, and create long-term value for both residents and their portfolios: "We can help connect them more into the neighborhood and help us ultimately create a bigger bottom line for our organization."

Visit here to learn more about Bilt Hospitality for Housing.