460 likes | 709 Views
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
E N D
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 Clients 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. Cleanliness2. Dining Experience3. 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 Residents 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 Persons 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