In this episode of JuvoHub, international hospitality and resident experience expert Audra Lamoon returns to share how the hospitality mindset—not just customer service—can elevate the resident experience in the property management industry.
Drawing from her work across retail, hotel, resort, and residential sectors, Audra explains how emotional intelligence, empathy, and consistent intentionality are key to building lasting relationships with both residents and team members.
She introduces the LEARN technique as a go-to conflict resolution method and emphasizes that residents don’t leave buildings—they leave feelings. Audra also offers practical strategies for training, hiring, and leadership to create “sticky” teams and residents—those who feel connected and choose to stay.
Key Highlights: 00:00 – Introducing Audra Lamoon, Chief Happiness Officer at Livewire
02:45 – The relationship between hospitality and customer service
07:20 – Best practices for property management professionals 1
3:15 – Handling conflict with LEARN
19:35 – Hospitality that drives retention
As we wrap up this episode, here’s something to think about: Are we focusing too much on solving tasks and not enough on building connections? Have we created spaces that truly feel like home—not just physically, but emotionally—for both our residents and our teams? Audra Lamoon challenges us to go beyond customer service checklists and embrace a hospitality mindset grounded in empathy, emotional intelligence, and intention. What small changes could you make today that would help someone feel seen, valued, or heard? And perhaps the most important question—are your residents staying because of the service… or because of the feeling you leave them with? Let that guide your next move.
Class Dismissed!
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