How virtual operations are changing what people expect from the places they live.
There’s a small moment that defines how a building feels. A delivery shows up while someone is out, a visitor stands at the door unsure of what to do, or a resident realizes they left their keys upstairs. These moments pass quickly, but they influence how people experience where they live. For years, that experience depended heavily on whether a building had a full-time doorman.
That innovation gap has always been clear. Some buildings offered a constant presence at the entrance. Others relied on intercoms, missed calls, and a level of guesswork that came with that approach. The difference affected more than convenience. It shaped expectations around access, security, and daily routine.
Colin Foster, founder and chief innovation officer of Virtual Service, saw that gap early. Living in New York, he noticed how much of the residential experience came down to who was present at the door and who wasn’t. Full-time staffing brought consistency, though it also came with costs that many buildings couldn’t carry.
That tension led to a different line of thinking. The role of a doorman extended far beyond opening a door. It involved recognizing patterns, handling unexpected situations, and maintaining a sense of awareness across the building. Once that became clear, the question changed. The goal focused on how to carry that level of service into buildings where full-time staffing was out of reach.
In 1997, before PropTech became an industry norm, that thinking led to the introduction of VIRTUAL DOORMAN, a system that combined technology with live, remote operators. At the time, there was no middle ground between basic intercom systems and a staffed front desk. Virtual Service created one by connecting access infrastructure, centralized software, and trained operators into a single operational system. That structure continues to define how the platform works today.
Where Access Becomes a System
Residential real estate buildings run on consistent movement. Residents come and go, deliveries arrive throughout the day, and vendors show up with or without notice. Each interaction creates a moment where access needs to be managed clearly and consistently.
An intercom can connect a call, and a camera can capture an image. Those tools serve a purpose, though they stop short of making decisions. That’s where Virtual Service positions its model.
The system brings together video intercoms, access control hardware, and centralized software, supported by live operators who follow building-specific protocols.
That combination allows each access event to be handled in real time. Visitors can be verified, and unexpected situations can be addressed without delay. The process stays consistent because it’s built into the structure of the system itself.
Over time, that consistency shapes how residents interact with their building. There’s a clear point of contact, documentation of activity, and a sense that someone is paying attention, even when no one is physically at the door.
A Wider Reach Across Residential Buildings
Virtual Service has expanded across multifamily portfolios and residential communities, serving tens of thousands of residents throughout New York, New Jersey, Connecticut, California, Florida, Illinois, Indiana, Maryland, Ohio, Pennsylvania, Texas and Virginia, to name a few. The system has maintained client retention in the high ninety-percent range, with partnerships that have continued for decades.
That reach reflects a broader change in how buildings operate. Services once limited to high-end properties are becoming more widely available. Smaller buildings, mid-sized developments, and mixed-use properties can now offer a level of access management that previously required full-time staff.
Visibility improves, communication becomes more structured, and access events are recorded and easier to track. The building begins to function with more clarity across each interaction.
The Quiet Change in Expectations
The most interesting part of this model shows up in ordinary situations. Packages arriving late in the evening or someone popping up without notice aren’t exactly strange occurrences. But they test how well a building handles the unexpected.
With a managed system in place, those moments feel more controlled. Someone responds, a decision is made, and the situation moves forward without incident or confusion. That consistency becomes part of the experience of living in the building.
Author: Spencer Hulse, Journalist verified by MuckRack’s editorial team