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SIGHTS AND SOUNDS FROM THE 2018 ARGENTUM SENIOR LIVING EXECUTIVE CONFERENCE BUZZING ABOUT THE HIVE


Dozens of peer-to-peer topical discussions took place within the Hive facilitated by the leading minds across senior living. From conversations on reducing risk by resolving family confl icts, to driving occupancy in crowded markets, to identifying solutions for social isolation, discussions in the Hive produced thoughtful insights and actionable takeaways for participants.


“There are millions of people who rely on our industry to innovate to best serve our residents, and no individual company can do it alone. We need collaborative environments like the Hive to have real, meaningful, solution-oriented discussions.” — Tom Croal, CFO, Silverado


DINING CONVERSATIONS FROM THE HIVE: TRAIN FOR EXCELLENCE


Dining is one of the most visible and challenging aspects of senior living communities, and training is crucial to operational excellence. In a Hive discussion on staff training and engagement, Senior Dining Association founder and conversation facilitator Harris Ader asked food service executives to share successful practices.


Most dining workers have little work experience when they join the company, participants noted; much of the waitstaff may still be in high school. “We’re one of the only industries with such a large age gap between those providing the service and those receiving it,” Ader said, “so training has to be consistent.”


IntegraCare focuses on front-of-house service with weekly lectures, and reinforces the teachings. “Then we have a weekly huddle in the kitchen, with gifts and awards for top performers—fun stuff that keeps them engaged,” said Doug McAnlis, regional director of food service for IntegraCare.


Another engagement strategy is to take waitstaff to a restaurant off ering service the community wants to emulate. “There’s no better way to show them what can be done, and how it’s done,” said Marjan Kodric, vice president of dining services for Brookdale.


Kitchen staff also can benefi t from engagement-building activities. One company invites cooks to put their own creative spin on staple dishes such as meatloaf. Another stages a contest: “Have the culinary staff create a tasting plate and vote on the best every month,” said Gottfried Ernst, vice president of hospitality for Harbor Retirement Associates. “The best gets a $1,000 gift certifi cate.”


For the staff who see a career path in senior living, professional development is crucial to continuity. One company off ers assistance in achieving ServSafe® certifi cation, and another off ers internal career fairs. IntegraCare has a director assistant training program that gives entry-level workers a clear path to management, according to McAnlis.


Suppliers can be a resource too. For example, a frozen-food supplier might be happy to help chefs trial new recipes. “Maximize your resources—ask manufacturers for help,” Ader suggested.


Resident and family input is important, too. Resident ambassadors or committees can off er feedback on new dishes or take a behind-the-scenes tour. “Training goes both ways,” Ader said. “Residents want to have a purpose. Get them involved.”


22 SENIOR LIVING EXECUTIVE MAY/JUNE 2018


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