1 / 41

Hospitality: Setting New Standards

This course is designed to educate and encourage administrators to improve the hospitality standards in his or her respective Community. Focusing on hospitality in the Assisted Living and Residential Care Community will help ensure family and resident satisfaction, as well as retention of current c

benjy
Download Presentation

Hospitality: Setting New Standards

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

    1. Hospitality: Setting New Standards

    2. This course is designed to educate and encourage administrators to improve the hospitality standards in his or her respective Community. Focusing on hospitality in the Assisted Living and Residential Care Community will help ensure family and resident satisfaction, as well as retention of current clientele. Several aspects of hospitality will be addressed including quality customer service, Community aesthetics, employee standards in behavior and communication, and marketing the care home. In this course, participants will examine other examples of excellence in hospitality service throughout successful corporations in the United States today. Improving and maintaining higher hospitality standards is essential in each Community and ultimately can improve the quality of life for each resident. Course Description

    3. By the end of this course the participants will be able to: Understand the definition of hospitality and its importance in the Assisted Living/Residential Care Community . Define “The Customer is Always Right” rule and discuss how to conduct quality hospitality when the “customer” is wrong. Understand the importance of equipping and training current staff to raise the level of hospitality, and hiring future that can continue the trend. Review simple techniques such as proper ways to answer the phone. Compare policies of other successful corporations in the United States to develop strategies to improve hospitality in the care home setting Course Objectives

    4. By the end of this course the participants will be able to: Design an atmosphere that is inviting and marketable to residents and their families. Plan activities that can accommodate residents who have differing physical capacities in order to encourage a positive and healthy environment. Explain why customer service should always be top priority in our Assisted Living/Residential Care Community and how to provide resident centered care. Course Objectives

    5. Introduction

    6. What is Hospitality?? Applying Hospitality Principles: Employees Environment Visitors/Outside Vendors Hospitality

    7. Benefits of improved hospitality: More desirable environment! hospitality

    8. Benefits of improved hospitality: 2. Ensures Higher Quality Care! hospitality

    9. Benefits of improved hospitality: 3. Encourages Resident Satisfaction! Hospitality

    10. Benefits of improved hospitality: 4. Enables effective communication! hospitality

    11. A Client’s Perspective What are prospective clients looking for? First Impressions. What do they see? How do we stand out from other Communities? Hospitality

    12. Hospitality

    13. Corporations Who Thrive in Hospitality Standards

    14. Corporations/Hospitality

    15. Corporations/Hospitality

    16. What is their Secret to Success?? Corporations/hospitality

    17. Corporations/hospitality

    18. Corporations/hospitality

    19. Customer Service

    20. Employee Demeanor “The customer is always right” rule How to respond when the customer is wrong Customer service

    21. Communication Customer Service

    22. Face to Face Be friendly and Encouraging Smile Active Listening Be Helpful communication

    23. Communication

    24. Written Communication: - Be Clear and concise - Write Legibly - Use Terms that are Understandable - Follow Community Guidelines Communication

    25. 1. Cleanliness 2. Dining Experience 3. Residents Customer Service

    26. Cleanliness: Indoor Areas Outdoor Areas Resident Rooms Food Service Area Customer Service

    27. Dining Experience: Welcoming and Safe Environment Offer Choices Residents Enjoy Assist When Needed Customer Service

    28. Residents: Be Friendly and Inviting Assist with Resident’s Needs Overall Respect Customer service

    29. Hospitality sets the stage for marketing your community Hospitality: Setting New Standards

    30. Open House! 1. Tours of Your Community 2. Special Events Hosted By Your Community 3. Special Training Offered By Your Community Hospitality/marketing

    31. Encouraging and Mentoring Amazing Employees Training and Re-training: 1. Greeting 2. Positive interaction with residents and guests 3. Empowering employees with high customer service standards Hospitality/marketing

    32. Hospitality/marketing Encouraging and Mentoring Amazing Employees Employee Appearance/Demeanor 1. Dress/Uniform 2. Portraying a positive attitude

    33. Hospitality/marketing

    34. Hiring Standards (Non-legal aspects) Look for persons with positive experience and training Persons who are willing to learn Hire staff that will fulfill high standards of hospitality and care Hospitality/marketing

    35. Case Study Breakouts

    36. Utilizing Effective Customer Service Over the Phone Case study breakouts

    37. Marketing Is Every Person’s Job – The Role of Hospitable Staff Play Case study breakouts

    38. Hospitality and Care Environment – How to Create a Place Where Residents Enjoy Living Case study breakouts

    39. Going Above and Beyond – Resident Centered Care Case study breakouts

    40. ANY QUESTIONS?

    41. Click the link below to complete the course evaluation. http://www.careandcompliance.com/online/evaluations/ca-compliance.html Click the button below to obtain your certificate of completion. IMPORTANT

More Related