Introducing Heritage Community’s New Hospitality Training: Building Peak Moments for Residents
We are excited to introduce our new Hospitality Workshop, designed to enrich the experience of our staff and residents alike.
More than just a traditional training session, this interactive workshop redefines the concepts of customer service and hospitality, emphasizing the importance of teamwork, ownership, and creating memorable experiences.
Understanding the Difference: Customer Service vs. Hospitality
One of the key elements of this comprehensive workshop is helping participants understand the subtle but powerful difference between customer service and hospitality. While customer service is about meeting needs and resolving issues, hospitality goes a step further—it’s about making people feel valued, cared for, and understood. It’s the personal connection, the attention to detail, and the proactive anticipation of what might make someone’s day that set hospitality apart.
This mindset is integral to creating peak moments for our residents, ensuring their time with us is not only comfortable but truly special.
At Heritage Community, our core values (Delight, Empower, and Collaborate) guide everything we do, and this workshop is no exception. These values serve as the foundation for our interactions with residents and each other. The Hospitality Workshop emphasizes the importance of embodying these values through daily actions, ensuring that we maintain a culture of warmth, trust, and high-quality care.
Working Together: Teamwork in Action
Participants will have the chance to experience the power of teamwork through various collaborative exercises. Working together is essential in a community setting, where every team member—from nursing staff to maintenance to dining—plays a vital role in delivering an exceptional experience.
Through guided learning and self-reflection, the workshop highlights the importance of effective communication and mutual support to create a seamless and enjoyable environment for our residents.
Building Peak Moments: Going Beyond Expectations
At the heart of the workshop is the idea of creating “peak moments”—those standout, memorable experiences that leave a lasting impression on our residents. We focus on practical ways to build these moments through proactive service, personalized touches, and thoughtfulness in every interaction.
Whether it’s a kind word, a shared laugh, or an unexpected gesture, these moments contribute to a sense of belonging and joy for our residents.
An Interactive Learning Experience
What makes this workshop truly unique is its interactive nature. Participants will engage in games and exercises that put their new hospitality skills to the test in a fun and dynamic way. From role-playing customer service recovery scenarios to practicing non-verbal communication cues, these activities are designed to bring out the best in each participant, reinforcing the importance of thinking outward and taking ownership of their role in our community.
Self-Reflection Meets Guided Learning
This workshop is a combination of self-reflection and guided learning, offering a balanced approach that allows participants to think critically about their own interactions while gaining practical skills to enhance them. By the end of the session, each participant will leave with tools they can apply not just at Heritage Community but in any professional or personal setting.
Together, we can continue to create moments of joy, comfort, and connection that make our residents feel truly at home.
