Meeting the Next Level of Hospitality in Senior Living

by Sheri Leajean

Amidst a paradigm shift between hospitality and senior living, the two industries are beginning to merge. It’s no secret now…owners and operators know this IS the future, Bolivar emphasizes.

“In the last two years, we’ve seen a huge migration of hospitality movement into the senior living space. And this is great news for the industry and seniors allowing residents in these communities to receive the next level of hospitality.”

Higher standards of service and hospitality equal better outcomes for residents across the board in quality of food and service. We are going to see more operators reinventing themselves and restructuring the business model, changing titles in culinary departments, and recruiting top talent from hospitality organizations. We will also see businesses raising the bar in different sectors of hospitality such as room service, kitchen operations, dining service standards, and increased PRDs (per resident day).

On average, communities have been budgeting $5-7 PRD but, Bolivar anticipates a trend to increase these figures substantially as many different organizations have begun doubling their PRD to provide a better-quality product and added nutritional benefits for their residents. A better hospitality experience starts at the center of the plate, what’s in front of you, Bolivar explains. Operators and owners must also recognize the necessary financial component. Without financial backing, it’s really challenging for chefs and frontof-the-house to execute the next level of hospitality. Finally, Bolivar stressed the importance of team development. Owners and operators must not only communicate expectations but also hire the best talent and provide proper training.

INFLATION AND THE LABOR SHORTAGE IS IMPACTING THE SENIOR LIVING INDUSTRY

Commodity pricing is obviously impacting costs. The industry has taken a hit with supply chain issues and food prices going higher and higher. Never, he cautions, sacrifice the quality of food! Equally challenging are labor costs and finding the right labor or talent for operations that matches your budget. It’s difficult to hire a cook at minimum wage when independent restaurants are hiring at a higher starting base. Invest in your people and your chefs and front-of-house staff will take you to the next level of service and resident satisfaction will follow.

CONTROLLING COSTS

Bolivar recommends owners/ operators invest in new technologies to control culinary programs. “The opportunity to save on food costs is huge”, he said. One idea is to focus on how much waste is going in the garbage. By implementing a food waste log system, he suggests, properties will be able to track how much food is wasted on a daily/ weekly basis and how that translates into dollars. Specific factors that could be added include how many residents are served within a time frame versus how much food is left over. Operators should track perishables and proteins and may find that too much waste could be a purchasing issue or recipes not being followed properly. Bolivar said there are different food inventory management systems available to track these items, a critical component of operations to help offset food spend down and costs.

FOOD & BEVERAGE OPTIONS, OPPORTUNITIES AND CHALLENGES

Operators and chefs face challenges every day to deliver a quality product that both looks and tastes great. They must be creative despite food shortages and out-ofstock items while complying with AHCA standards for an approved nutritional menu. In addition, chefs are incorporating more options: sugar-free desserts, gluten-free dishes, and vegan and plant-based items. Beverage programs are expanding as well offering 50-100 wine selections and even a full mixology program in some instances. Your beverage program is a great opportunity to create more revenue and elevate hospitality to a new level. With a liquor license, Bolivar highlights the additional revenue stream and the potential of adding a pool side beverage service to further offset costs.

THREE TIPS TO ELEVATE YOUR HOSPITALITY QUOTIENT

#1 Start with the level of the talent you hire. Choose people with high HQ (hospitality quotient). Focus on great attitudes and charisma, not the technical expertise as much. Why? Because you can train for the technical, but you can’t train the heart.

#2 You cannot call your operation fine dining or upscale without elevating the atmosphere. Dining areas must have personality. It needs to match what you are marketing. Re-evaluate everything… your table setup, the tableware, lighting, music…everything. For example, if you are offering a world-wide cuisine menu, focus on traditional recipes and/or seek out quality products from those countries or regions so you stay true to what you are advertising to meet expectations.

#3 Exercise steps of service and development programs so your team can get the right training from the beginning. The first 90 days is critical for any new hire and will affect employee turnover AND resident occupancy. One suggestion…implement a 30-6090 day check-in with new team members to get their feedback for improvements to onboarding and training.

THE NEXT 5-10 YEARS

Without a doubt, Bolivar envisions fine dining environments across all senior living soon, the same as any five-star hotel. Expectations are changing each year as more active seniors move into the space. The new wave of seniors is healthier and more active with higher expectations for their dollars. The focus is shifting away from medical-related care to a wellnesscentered atmosphere for vibrant living. Assisted living will not be a place to just exist but a community to feel alive and live boldly! Bolivar anticipates enhanced beverage programs with added bars and lounges, entertainment, outside patio/pool-side service, catering and wedding options that will transform the dining and hospitality sector. Incorporating this level of service and the food quality to match will build reputation, drive occupancy, and increase revenue: a very exciting and welcome new era for senior living!

Gilbert Bolivar is a highly accomplished hospitality professional & real estate investor with more than 20 years of leadership experience in opening and operating across large-scale operations within resorts, casinos, nightclubs, retail, theme parks and senior living. Gilbert holds a master’s certificate in Hospitality Management from Cornell University. He has held several management positions, working for some of the top hospitality organizations including Kimpton Hotels & Resorts, Marriott, Hilton, Texas De Brazil Restaurant Group, Darden Restaurants, B.R Guest/Starwood Capital, Caesars Entertainment, H.E.B Central Market and The Waldorf Astoria Hotel in New York City.

Gilbert also worked with NBC Universal as director of revenue operations at Universal Orlando Resort, where he oversaw food and beverage operations for Universal Studios Florida, one of the largest theme parks in the United States. Most recently, Gilbert worked with Retirement Unlimited Inc. managing Food & Beverage operations for their FL & VA locations. Gilbert is a real estate investor managing a large portfolio of properties in 6 different cities across the US and growing. Gilbert and his wife reside in Orlando, FL with their three daughters: Jacqueline, Madison, and Charlotte.

CULINARY DELIGHTS WITH CHEF ANTWIAN WALTERS, EXECUTIVE CHEF & WINNER OF THE ENGAGE2022 CHEFS COMPETITION

LEGEND SENIOR LIVING, LAKEWOOD RANCH REFLECTIONS MEMORY CARE COMMUNITY (SARASOTA, FL)

This humble New Jersey native got his start in an Outback Steakhouse kitchen as a dishwasher and rose through the ranks. He saw an opportunity, he said, and was fortunate to work alongside some of the best chefs and managers in the business. Walters was determined to develop his craft and find his niche. Barbeque is one of his favorite dishes.

In August, the FSLA team and Board Member Gilbert Bolivar met with Walters at Windsor Pointe of Jacksonville, a Legends Senior Living Independent Living community to experience some of his culinary delights and showcase the next level of hospitality North Florida style.

“Resident choice and hospitality have always been a major tenet of senior living. Over the past several years, resident and family expectations have evolved in a very profound way. What we’re seeing in senior living is a trend to focus on overall wellness for the resident. There was a time when the operator’s primary focus was just on nutrition and care. Today, we must provide everything we can for residents to live their best life. Nutrition, menu variety, and choice are now just one aspect of this trend that also includes programming to support emotional, mental, physical, and spiritual wellness. Further, as consumer needs and wants change with the baby boomer generation, hospitality strategies will need to focus on resort-style amenities, including restaurant-style dining, while also providing residents opportunities for engagement, social connections, friendships, and fulfilling experiences.”

Matt Buchanan, Executive Vice President, Legend Senior Living.

Pictured: Featured dishes of Chef Antwian Walters’ culinary delights included Romaine Salad, Strawberry Avocado Salad, Teriyaki Tofu with Broccoli and Carrots, Vegetable Risotto, Grilled Salmon with Jasmine Rice, and Chicken Parmesan. Eyes widened at the beautiful arrays of sweets: Key Lime Pie, Orange Chocolate Cake, Chocolate Éclair, Mini Pavolva and Millionaire Pie…yum!

Featured on the cover, Windsor Pointe residents Karen and Dan Sawtell are delighted by Chef Antwian’s cuisine, enjoyed by accompanying wine selections and impeccable table-side service by FSLA Board Hospitality Chair, Gilbert Bolivar. Windsor Pointe of Jacksonville residents Jon and Sandy Palmer and John and Cora Sells gather for “Cocktails and Conversations” in The Hatch, a community bar and lounge for residents. “We had no idea how popular The Hatch would be with residents!” commented Residence Director Bartholomew Perry. It’s a fun place for neighbors to meet for coffee, drinks, or a shuffleboard game and just one of the many life-enriching experiences that defines luxury and exceptional senior living at Windsor Pointe.

Photo Credit: Katie Reeves | ktcreative, LLC