Experience Based. Senior Living. The Pinnacle of Hospitality

Transcription

1 Experience Based Senior Living The Pinnacle of Hospitality

2 MEET THE TEAM Expert Andrew Leech Hospitality Manager - Greystone 10+ years in hotels and resorts for Four Seasons, JW Marriott & Ritz-Carlton Director Jud Severns Executive Director - Terraces of Boise 10 years opening and operating hotels and resorts for Hyatt Executive Justin Spooner Vice President - Greystone 14 years opening and operating CCRC s Chairman Jeanne Thomas Resident Council Chairman - Terraces of Boise Third generation CCRC resident

3 OUR JOURNEY TOGETHER Understand the importance of elevating service delivery Learn to create a thriving experience based culture Discuss transitioning the culture at our communities

4 Resident Testimonial Please welcome Jeanne Thomas

5 WHY FOCUS ON THE RESIDENT EXPERIENCE? Self importance Influenced by experiences Higher Expectations Market Dynamics are Changing More Choices Clear Focus Educated prospects Savvy potential employees Trendy customizations Competitive savings

6 WHAT BENEFIT IS THERE? Creates market advantage 02 Reduces employee turnover Increases satisfaction with residents 03 Aligns mission, vision and strategy

7 OUR HOSPITALITY JOURNEY 2003 Living In Style Step Strong First step toward creating an experience Strong Materials still using many today Competition Fierce competition for prospective residents Advantage Gave communities an advantage

8 OUR HOSPITALITY JOURNEY 2008 P.E.R.F.E.C.T. Program Standards Implement Impact Influenced by the Four Seasons program Professionalism, Enthusiasm, Respect, Friendliness, Extra Mile, Caring, Trust Core standards incorporated into orientation, training, recruitment and programing Improved rewards and recognition

9 SERVICE EXCELLENCE CULTURE Elevated level of service through all levels of living Focused on creation of memorable experiences Increased emphasis on front line associates 2015 Structured on a foundation of 5 Pillars

10 DEFINING THE DIFFERENCE Customer Service Hospitality Service Excellence

11 REIMAGINED DELIVERY Service vs. Experience SERVICE series of intangible activities for the benefit of the customer EXPERIENCE series of memorable events that ENGAGE the customer

12 SERVICE EXPERIENCE OF Chiropractic vs. A Luxury Spa Massage

13 SERVICE EXPERIENCE OF vs. Whole Foods Walmart Shopping

14 THE MASTER OF EXPERIENCES

15 What Kinds of Experiences Are Residents Actually Receiving?

16 MOMENTS OF TRUTH

17 Pillar #1: Hiring the Right People

18 TEAM BEHAVIORAL INTERVIEWING Involves multiple people seeing each candidate Is much tougher to fake than a classic interview! A belief that past behavior will dictate future behavior

19 THE RIGHT FIT Flip Flop Easy Fit Cheap Available Anywhere Dress Shoe Specialty Expensive Limited Availability

20 Pillar #2: Setting Clear Expectations

21 STARTING OUT ON THE RIGHT FOOT Mentorship Plan peer navigator before 1 st day Community wide orientation is everybody s 1 st day! Set the expectation and ensure the message is consistent

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24 Pillar #3: Setting your People up for Success

25 TALENT DEVELOPMENT Robust on the job training Engaged annual training Education opportunities Tuition reimbursement Promote internal talent

26 TALENT RECOGNITION Rewards Programs Defined Impactful Strategic Recognition Programs Positive reinforcement Instant gratification & constant affirmation Integration in Culture Resident participation Peer leadership WOW Stories

27 Pillar #4: Vision Alignment

28 TEAMS NEED COMMUNICATION Why am I here? Not what do I do Purpose Power in numbers Same information to everyone, everyday! Consistent Team Huddle Team No one tells me anything! Open communication

29 Pillar #5: Commitment to First Impressions

30 You never get a second chance at a FIRST impression

31 NEW BUILD IMPLEMENTATION CHAMPIONS New emerging leaders evolve PLAN Top down approach with Directors CHECK-UP day wellness classes conducted for feedback UNITY All team members attended full training program

32 EXISTING IMPLEMENTATION Starts with the Leaders Making it yours Clear for launch Train, train, train From this day forward Keeping it alive

33 WALKING THE PATH Change doesn t happen overnight It requires buy in from the top! Not as simple as a program It takes effort and persistence each and every day

34 REACHING THE PINNACLE Turnover Resident/Employee Satisfaction Market Differentiation Mission & Vision Alignment $4,500 to recruit and train 13% turnover rate

35 Questions?