Adopting Hospitality Culture in Senior Living: Elevating Service Excellence and Enhancing Resident Satisfaction Webinar

Today’s seniors are seeking care environments that go beyond traditional models, blending quality care with a wide array of hospitality inspired services and amenities. They value comfort, convenience, and experiences that mirror those offered in the broader hospitality industry. Senior living providers can meet these expectations by training staff in guest service culture, fostering a welcoming atmosphere, delivering personalized experiences, and nurturing a strong sense of community to create meaningful, enriching lifestyles. This on-demand webinar will address how a hospitality-centered approach can attract prospective residents, and increase resident satisfaction and loyalty, while also building a service-focused culture among staff. Embracing this hospitality culture not only enhances service excellence and resident satisfaction but also helps providers maintain a competitive edge by exceeding the evolving expectations of residents and their families.

Learner Objectives

Define and explain core principles of hospitality culture and its relevance in senior living.
Understand how a hospitality-centered approach can attract prospective residents and increase resident satisfaction and loyalty.
Explore methods to build positive and service-focused culture among staff.
Learn how to assess resident satisfaction levels and implement hospitality-driven strategies to elevate resident experience.

No CEUs are offered for this on-demand program.

Presenters: Suja Chaulagain, PhD, MBA, MHCM, Associate Professor at Rosen College of Hospitality Management

COST: Free to FHCA members only

Instructions to Register:

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Suja Chaulagain, PhD, MBA, MHCM

Associate Professor

Rosen College of Hospitality Management at University of Central Florida

Dr. Suja Chaulagain is an Associate Professor at the Rosen College of Hospitality Management, University of Central Florida. She holds a Ph.D. in Hospitality Management from UCF, along with a Master of Business Administration (MBA), Master of Health Care Management (MHCM), and Bachelor of Health Care Management (BHCM) degree. Dr. Chaulagain’s research focus is on the areas of the integration of hospitality and health care, hospitality experience in care settings, elderly consumer behavior in the hospitality and healthcare industries, senior housing and relocation, and medical and wellness tourism. Dr. Chaulagain has held various management positions in healthcare, hospitality and retail industry. With expertise in bridging healthcare and hospitality, Dr. Chaulagain is committed to elevating the senior living experience through research including relocation decisions, resident satisfaction, safety, and sense of community. In her current position, she teaches courses such as Senior Living and Lifestyle Community Management, Guest Services, Hospitality Communications, and Human Resource Management. She is an active member of professional associations including the American College of Healthcare Executives (ACHE), the International Council on Hotel, Restaurant, and Institutional Education (ICHRIE), and the Travel and Tourism Research Association (TTRA).