“Every single thing is done with purpose,” Santo says. “You’re always thinking: how is this used? What purpose does it serve? How can we do it better?”
Favorite Amenity, or Compliance Challenge? Sometimes It’s Both
For Nicholas Santo, ELITE’s Chief Communications Officer, every roof deck, swimming pool, or co-working space is subject to constant re-evaluation. Is it adding value for residents? Is it being used to capacity? Is it safe? Are there compliance considerations that need to be addressed?
Santo’s role requires him to see each space through multiple lenses, and that can sometimes lead to contradictions.
Ask Santo to name his favorite amenity, and he’ll say saunas. Ask him to name the amenity that tends to present the most compliance challenges, and you’ll get the exact same answer.
“It’s definitely saunas,” he says. “They tend to present the most compliance challenges.” As anyone who oversees compliance knows, the line between safety and enjoyment can be delicate. “It’s a balancing act.”
The appeal of a sauna is easy to understand. Wellness-focused amenities like saunas and cold plunges have become increasingly popular in residential buildings, driven by growing interest in recovery and relaxation. “There’s a lot of demand for contrast therapy right now,” Santo notes.
But from a compliance standpoint, the story changes.
“Saunas and steam rooms tend to require the most oversight,” Santo says. “Ninety percent of the time when we’re doing an inspection, especially in a new facility that’s opening, that’s where additional considerations often come up.”
While saunas can be safe and effective, they’re subject to strict temperature regulations that require sensors. One popular feature in traditional saunas can interfere with those safeguards: exposed, heated rocks.
“It presents a fire safety risk,” Santo says. “The hot rocks with a bucket of cold water that you sometimes see in saunas are not permitted under current regulations. You’re adding extra heat, and that can push temperatures into unsafe territory.”
The rocks themselves also pose a risk. “There’s a risk of injury if they’re not properly enclosed,” he explains. “So it’s a no-go unless they’re properly caged.” While caged rocks may be permitted, the bucket of water is not. “That does not meet fire code requirements.”
From a Seasonal Role to a Year-Round Career
That level of knowledge comes from experience. Santo began his career with ELITE in a seasonal, on-site role, gaining firsthand exposure to daily operations and compliance requirements.
One of ELITE’s strengths, Santo says, is its leadership’s ability to recognize and develop talent. Learning the business from the ground up opened doors to new opportunities over time. “I’ve learned so much from Michael and Andrew,” he says. “Watching how they approach problems and make decisions really shaped how I think about this work.”
As Santo grew, so did the company. ELITE Amenity Management expanded from pools and gyms into a multi-state residential amenity management firm. Today, its portfolio spans all five boroughs of New York City, along with Long Island, Westchester County, Jersey City, and Miami. From fitness centers and pools to roof decks, event spaces, and lounges, ELITE-managed properties are designed to enhance daily life for residents.
Bullish on Amenities
Santo notes that the popularity of residential amenities tends to move in cycles. “Amenities were huge in the late eighties and early nineties,” he says. “Then they really dropped off in the 2000s.”
More recently, lifestyle shifts and increased time spent at home have renewed interest. “Property owners and boards are taking a closer look at how their spaces are being used,” Santo explains.
“What I’m seeing now is a lot of walkthroughs,” Santo says. “Ownership and property management are asking, ‘What’s working, and what needs to change?’”
That’s where execution becomes critical. “You can design something that looks great on paper,” he says, “but if it doesn’t work in real life, it misses the mark.”
“It comes down to usage,” Santo continues. “You might have a beautiful multimedia room, but is anyone actually using it?” He points to a property in Astoria with a thoughtfully designed music room that never gained traction. “When space is limited, you need to get the most value out of every square foot.”
“When you see residents playing ping-pong in conference rooms, that tells you something,” he adds. “It tells you the building needs a game room. It’s about rethinking space and asking honest questions. Did this idea actually work?”
Those moments often lead to better outcomes. “We ask, ‘What can we redo to make this a stronger amenity for residents and support retention?’” Santo says. “At the end of the day, it’s about making sure residents feel they’re getting real value.”
Community Is Always the Key
From events to co-working spaces to wellness offerings, amenities can take many forms. For Santo, the unifying theme is community.
“In a residential building, you can’t think about just one person,” Santo says. “If there are hundreds or thousands of apartments, you have to think about what’s best for everyone.”
“Sometimes when we take over a property, we find favoritism or special access that existed before,” he says. “When we come in and create equal access, it can feel like a big change.”
“But we’re leveling the playing field,” he adds. “And for the people who were excluded before, that matters.”
Strong customer service helps ease those transitions. “We do customer service exceptionally well,” Santo says. “I see our staff in action every day.”
“I worked on site during a recent takeover, and one of the biggest compliments we received was how welcoming our team was,” he recalls. “Residents noticed it right away.”
The Timeless Appeal of Coming Home
Beyond trends and amenities, the goal remains the same: creating a place that feels like home.
“It’s a quality-of-life thing,” Santo says. “You want a space where you can unwind, find balance, and enjoy your day-to-day life.”
That sense of comfort and belonging isn’t going anywhere. Santo sees continued opportunity for residential communities to rethink how space is used and how amenities can better support residents.