We Are Memento
Hospitality experts. Brand experience specialists.
Based in Vancouver, we help residential developers, private clubs, hotels and hospitality brands across Canada, the United States and Australia create places, programs and experiences that bring people together.
Our experience was shaped in the worlds of private clubs, hotels and memorable events, where the quality of an environment is defined not only by how it looks, but by how people are welcomed, engaged and brought together within it.
Solving the problem of belonging
RESIDENTIAL BRAND EXPERIENCE
Beautiful amenities no longer differentiate residential buildings.
Residents expect great finishes, rooftop patios, fitness centres and thoughtfully designed common spaces.
What they remember is how they are treated.
A tour that felt like a welcome, not a pitch. How easy move-in was. Whether staff knew their name. Whether neighbours became friends. Whether the building felt alive.
We work with residential developers seeking to distinguish their properties beyond the design of the units and amenities themselves. By building hospitality into every resident touchpoint, we help turn well-designed spaces into places people use, value and feel connected to.
Our work spans five connected areas: discovery, experience design, training, activation and measurement. Together, they shape resident experience strategies, service standards and programming that bring a property’s brand to life.
Before we create anything, we learn.
Discovery
Every property, neighbourhood and brand has its own story. We spend time understanding your vision, your residents, your team, your market and the experience you want people to remember.
- Stakeholder interviews
- Property walkthroughs
- Resident journey mapping
- Competitive analysis
- Team workshops
- Operational observations
- Brand and market review
We turn insights into a hospitality strategy.
Design
This is where ideas become systems. Rather than simply suggesting improvements, we design the experiences, touchpoints and standards that shape how residents interact with your brand every day.
- Resident experience strategy
- Hospitality standards
- Leasing journey blueprint
- Move-in experience
- Concierge & resident services
- Community programming calendar
- Partnerships & local activation
- Service playbooks
Great strategies only work when people believe in them.
Educate & Align
Hospitality is delivered by people. We work alongside leasing teams, concierge staff, property managers and leadership to ensure everyone understands not only what the new standard is, but why it matters.
- Leadership workshops
- Staff onboarding
- Hospitality training
- Service standards
- Leasing training
- Resident engagement
- Communication frameworks
This is where the strategy comes to life.
Activate
A great resident experience isn’t built from one event or one initiative. It’s created through hundreds of thoughtful moments. We help activate the strategy through real-world execution.
- Resident programming
- Community events
- Welcome experiences
- Move-in days
- Local partnerships
- Amenity activation
- Seasonal campaigns
- Resident communications
Hospitality should create measurable business value.
Measure
Great experiences don’t end once they’re delivered. We continually review what’s working, identify opportunities to improve, and help evolve the strategy as the community grows.
- Resident engagement
- Event participation
- Team feedback
- Resident satisfaction
- Leasing performance
- Community activation
- Operational consistency
Showcase Experiences
Vancouver Club
Taking a contentious policy and making it a win for management and membership.
Our Differentiator
We don’t just create experiences (but we’re really good at that too).