Inspīr Carnegie Hill, opening in New York City this fall, is partnering with Forbes Travel Guide in an effort to create “custom and proprietary residence service and facility standards” and provide training in a variety of interactive formats tailored specifically to the community.
The Forbes Travel Guide is an independent, global rating system for luxury hotels, restaurants and spas. The service and standards for Inspīr were curated following an “in-depth consultation to understand the vision, positioning and signature elements of the Inspīr brand and its services,” according to Inspīr CEO and President Gregory D. Smith. Following an initial assessment, Forbes created customized brand service standards for designated areas, providing specific examples of what does and does not meet the standard.
To familiarize themselves with the standards, Inspīr staff will participate in in-person and online training through Forbes’ digital learning system. Forbes will provide department-specific courses and customizable learning paths tailored to employees across all areas of operations. A training toolkit with activities, flashcards and interactive lessons for daily lineups and in-house training also will be provided to encourage creative thinking.
“By completing this training, associates are uniquely positioned to assist with every facet of delivering the luxury senior living experience,” Smith told McKnight’s Senior Living. “Associates possess the tools to elevate all aspects of the guest experience through the consistent deployment of unparalleled service skills, strong resident engagement and various hospitality-related aspects that closely resemble what could be expected of the service culture found in the world’s most prestigious luxury hotels and resorts.”
Inspīr Carnegie Hill also will hold service culture certifications earned by completing the training and upholding Forbes Travel Guide’s service standards. The certifications are, essentially, Forbes’ “stamp of approval, acknowledging that Inspīr has successfully demonstrated the ability to meet, sustain and exceed the service and facility standards set forth,” according to Smith. Service culture certifications will be re-evaluated on an annual basis.
“As a pioneer in modernizing and elevating senior living, providing a service experience that far exceeds expectations is of utmost importance,” Smith said.
“Tomorrow’s world requires services and experiences that are even more anticipatory and flexible than ever before, and that’s part of the expertise that we’ll deliver to ensure Inspīr’s team provides a consistently best-in-class offering,” said Filip Boyen, Forbes Travel Guide CEO.
Inspīr Carnegie Hill is the flagship senior living residence of the new luxury senior living brand developed by Maplewood Senior Living in partnership with Omega Healthcare Investors and will provide assisted living, memory care and enhanced care for a “brain-healthy lifestyle.”
Kisco Senior Living signed with Forbes Travel Guide in 2018 in an effort to take its customer service to the next level. Kisco’s Cardinal at North Hills, a continuing care retirement community in Raleigh, NC, became the company’s first senior living community to participate in the training program covering customer service, professionalism, courtesy, appearance, communication and product knowledge.
Vero Beach, FL-based Harbor Retirement Associates in 2018 similarly trained its community executive directors, sales directors and corporate staff in etiquette, hospitality and image. They participated in training sessions led by the Protocol School of Palm Beach, FL, and a certified image professional.