The following is a recap from Varsity’s Roundtable, a weekly virtual gathering of senior living marketers and leaders from across the nation. For updates about future weekly Roundtable gatherings, submit your name and email address here.
What makes a great experience memorable? Sometimes it’s the smallest details, like a warm welcome, a thoughtful gesture or a personal touch that makes someone feel valued. The hospitality industry has spent decades perfecting these experiences, and there are valuable lessons for senior living organizations looking to strengthen resident satisfaction, build connections and stand out in an increasingly competitive marketplace.
Ginna Baik, Senior Director of Business Development at Hilton, joined Varsity’s weekly Roundtable to share insights from her career at the intersection of technology, hospitality and senior living. Drawing on her experience with companies including AOL, Yahoo and Hilton, Ginna explored how hospitality-inspired approaches can improve resident experiences, support brain health and wellness and create new opportunities for senior living operators. Below are a few Fresh Perspectives from her discussion.
AGE TECH AND HOSPITALITY CAN SOLVE MANY OF THE SAME CHALLENGES
From social isolation and safety to staffing shortages and rising costs, both industries are working to improve experiences and operations. Combining technology with hospitality expertise can help senior living communities address these challenges in new ways.
HOSPITALITY STANDARDS CAN ELEVATE THE RESIDENT EXPERIENCE
Hilton has developed consistent service standards across its brands, supported by employee training and attention to detail. Senior living organizations can apply similar approaches to complement quality care and create more memorable, welcoming experiences.
BRAIN HEALTH IS A GROWING PRIORITY FOR OLDER ADULTS
Research shows that 43% of adults 50 and older are concerned about dementia, while 75% are willing to take action to protect their brain health. Senior living can respond by focusing on four pillars of wellness: eating, sleeping, moving and connecting.
BETTER EXPERIENCES CAN CREATE NEW REVENUE OPPORTUNITIES
Encouraging residents to enjoy dining, gathering spaces and other amenities can strengthen social connections while generating additional revenue. Hospitality-inspired concepts like small marketplaces and enhanced dining experiences offer opportunities to benefit both residents and operators.
SMALL GESTURES CAN MAKE A BIG IMPRESSION
DoubleTree’s signature warm cookie demonstrates how a simple, consistent hospitality experience can create a lasting emotional connection. Senior living organizations should consider what unique, memorable touches can differentiate their communities and make residents and families feel at home.
