Hospitality in Health Care


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4/8/2016

Concierge Quality Customer Service in Senior Care OHCA Session T28

Presented by Jim Collins, PhD. Collins Learning 855-238-2655 Toll Free 330-707-1691 Office 330-757-7803 Fax [email protected] www.collinslearning.com

Learning Objectives 1. Defining Concierge Quality Hospitality 2. Review the Leading Principles of Hospitality 3. Review the Leading Elements of Quality Care 4. Learning from the Ritz Carlton

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Introduction •Goal: provide superior hospitality to residents, family members, physicians and employees •Everyone you encounter is a customer •Positive customer service attitudes should be a part of your home’s culture •They should be expected •They should become a tradition 4/8/2016

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Introduction •Superior hospitality can only be achieved when employees… 1. Believe in what they are doing 2. Have the tools they need to do their job 3. Feel meaning and purpose in what they do

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Learning Objective 1 •Defining Concierge •The highest level Quality Hospitality of service •To be the officer of the King •The high official of the kingdom

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Concierge Quality Hospitality •Providing service quickly •Never complaining •Gracious service •Completely personalized •Servanthood attitude with 5-Star class 4/8/2016

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Concierge Quality Hospitality •24 hours a day; 7 days a week •Over-delivering •Exceeding expectations •Empowered employees •Zero micromanagement

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Why Do Customers Get Upset? •Expectations are not met •Someone is rude •Someone is indifferent •No one listens •No one pays attention 4/8/2016

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Learning Objective 2 •Review the Leading Principles of Hospitality

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•Person-centered philosophy •Family-centered philosophy •Instituting sustainable practices •Resident experiences are created and designed intentionally

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Leading Principles of Hospitality •Anxiety is not allowed to exist for long •Speak the language of care •Personalize care at all times •Practice effective accountability •Refresh the community’s culture

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What is Effective Accountability? 1. 2. 3. 4. 5. 6.

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Determination Clear expectations Clear agreements Sound measurement & feedback Courageous conversations Appropriately handling the consequences www.collinslearning.com

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Speaking the Language of Care 1. 2. 3. 4. 5.

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Kindness and love only Politeness Quality words only Service-oriented words Words of affirmation

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2 Key Ingredients to Concierge Quality Hospitality 1. Crystal Clear Communication – say what you mean and mean what you say 2. Genuine Relationships – be real, honest and responsible for taking an active and engaged role in relationships 4/8/2016

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Learning Objective 2 • Review the leading elements of quality care

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Leading Elements of Quality Care • Leadership • Vision • Commitment • Knowledge • Attentiveness • Preparedness • Continuous improvement • Employee engagement • Employee empowerment • Accountability

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• Measurement • Feedback • Communication • Honesty • Loyalty • Staff development and training • Rewards and recognition • Service recovery • Persistent focus • Sustainability

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Leading Elements of Quality Care •Politeness •Dependability •Composure •Sensitivity •Tact •Appropriate physical appearance •“Kill them with kindness” 4/8/2016

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Leading Elements of Quality Care: Value Added Services •Dining experience (Carver, Sommelier, Front & Back Waiter) •Drivers & Transportation •Concierge •Room Service •Live music •Wireless internet 4/8/2016

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Other Methods to Enhance Hospitality •Understanding and using the Law of Attraction •Mindfulness •The Power of Presence •Amplification •Transparency •Vulnerability 4/8/2016

• Remove your Ego • Don’t offer Hospitality… be Hospitality • Don’t provide excellent customer service… be excellent customer service • Don’t offer a place to live… be the place to live

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What Can We Learn from The Ritz Carlton? • Genuine care and comfort is our highest mission • We pledge to provide the finest personal service and facilities • Enliven the senses, instill well-being, and fulfill even the unrequested wishes and needs 4/8/2016

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The Ritz Carlton Motto •At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies and Gentlemen serving Ladies and Gentlemen" •This motto exemplifies the anticipatory service provided by all staff members

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Service Values: I Am Proud To Be Ritz-Carlton • I build strong relationships and create Ritz-Carlton guests for life • I am always responsive to the expressed and unexpressed wishes and needs of our guests • I am empowered to create unique, memorable and personal experiences for our guests

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• I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique • I continuously seek opportunities to innovate and improve The RitzCarlton experience • I own and immediately resolve guest problems

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Service Values • I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met • I have the opportunity to continuously learn and grow • I am involved in the planning of the work that affects me

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• I am proud of my professional appearance, language and behavior • I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets • I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment

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The Employee Promise • At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests • By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company • The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The RitzCarlton Mystique is strengthened 4/8/2016

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What Will Be Your Promise?

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