Navigation Links
Ecumen Provides 10 Tips to Make Senior Housing a Cruise Ship on Land
Date:12/22/2009

Ecumen applies hospitality lessons from the seas to senior housing.

Shoreview, MN (PRWEB) December 18, 2009 -- Before becoming a senior housing development expert for Ecumen , Julie Murray spent the better part of her 20s working as a purser and chief purser for Carnival Cruise Lines cruise ships in the Caribbean.

Murray sees multiple parallels between providing hospitality in the expanding field of senior housing and serving customers on a cruise ship. In a recent Ecumen senior housing development blog post, Murray shared 10 Senior Housing Hospitality Tips she took from working on a cruise ship that are equally applicable to the hospitality needed in senior housing. These tips and many others are at Ecumen's senior housing development blog.

1. Smile: It’s the Universal Language: In an international setting, Murray worked with passengers and crew of multiple nationalities who spoke a variety of languages she did not. But even during sometimes frustrating bi-lingual attempts at a discussion, smiles helped smooth the waters. Service without a smile isn’t service.

2. Listen Intently: When people bring problems to you, they may really be saying, “Please listen to me.” When Murray worked at the purser's desk (where you lodge your complaints on a cruise ship), she was amazed at, how even when problems couldn’t be solved, the authentic act of listening intently built camaraderie with that person and moved them from dissatisfied to satisfied.

3. Show Genuine Appreciation: Murray says that on each cruise they set sail with bottles of champagne for the pursers to provide passengers that were either upset or had some sort of mishap on the cruise. That peace offering combined with authentic appreciation for the person choosing the cruise line helped turn the tide. Whether on the cruise ship or working in senior housing, you want every person to know they are genuinely appreciated. You can’t fake that.

4. Say Hello (With a Smile): Whether on a cruise line or in a senior housing community, people are customers. Always, always say hello – with a smile – to them. No job is so demanding that you cannot say hello and mean it.

5. Providing Choices Puts Customers in Control: Having choices are vital to happiness. Murray says that when weather was rough on the seas, they sometimes had to miss a planned port of call, so they’d give passengers a choice of either a day at sea or substitution of another port. “We knew the majority would always want the substitute port, but by giving them a choice they rarely complained about missing the planned port,” said Murray. “Choices empower people.”

6. Don’t Assume: People who are expecting something and don’t get it, understandably get frustrated. Sometimes passengers approached the purser’s desk angry that their cabin had been changed, yet 99% of the time these people had received a complimentary upgrade to a nicer cabin. Perceptions are everything and making the wrong assumptions can skew them.

7. Communicate Your Message Frequently: Communicate many different ways to make sure the message comes across. On a cruise ship we shared key information frequently through the combination of the public address system, daily activity newspaper, on the televisions, in the dining rooms and elsewhere. People like easy-access information that makes their lives easier. And in a place of hospitality, they expect it. Deliver.

8. Find a Way to Say Yes: Even if your answer to a request has to be a no, there is usually some part of the request that can be a yes. That was Murray’s mantra on the cruise line, and she says it’s equally applicable to senior housing. For example, "Mrs. Smith we can not take you to your daughter’s house 30 miles away but we would be happy to research shuttles and taxis and negotiate the best rate possible for that trip and arrange it for you."

9. Make the Little Things Mean A Lot: Murray says people always absolutely raved about the way their cabin stewards would take the bath towels in their cabins and roll them up into various animal shapes using the passenger's sunglasses for eyes and leave them on the beds at turn down. It took just a minute more time, but it contributed to making the person feel special. Senior housing professionals have multiple opportunities to turn relatively little things into very meaningful gestures.

10. Get the Food Right Always: Cruise passengers will forgive most mistakes but not bad food. It’s the same in senior housing. You have to get the food right. After all, this is the person’s home and they’re going to tell others about it.

Ecumen, based in Shoreview, Minn., is the most innovative leader of senior housing and services, empowering individuals to live richer and fuller lives. Ecumen provides senior housing, at-home services, physical rehabilitation and long-term care services, and senior housing development, and nursing home consulting. Ecumen is affiliated with the Evangelical Lutheran Church in America (ELCA). It writes about news and ideas that are shaping the future of aging at its Changing Aging blog.

###

Read the full story at http://www.prweb.com/releases/2009/12/prweb3374364.htm.


'/>"/>
Source: PRWeb
Copyright©2009 Vocus, Inc.
All rights reserved  

Related medicine news :

1. Ecumen Provides Presidential Candidates 10 Top Reasons to Discuss Long-Term Care Reform
2. Senior Housing and Services Provider Ecumen Welcomes Jim Klobuchar to Its Changing Aging Blog
3. Ecumen Applauds GE-Intel Partnership in Helping United States Ride the Age Wave With Empowerment Technology
4. Study provides hope that some transplant patients could live free of antirejection drugs
5. Study provides hope that some transplant patients could live free of anti-rejection drugs
6. USAID Provides Additional Wildfire Assistance to Greece
7. LifeMasters Provides Tips for Maintaining a Healthy Blood Cholesterol Level
8. New knock-out gene model provides molecular clues to breast cancer
9. PreMD Provides Update on 510(k) Application for PREVU(x) POC
10. SIV infection of natural hosts provides new insights into HIV disease complexity
11. Microarray provides 3 genomic guides to breast cancer treatment decisions
Post Your Comments:
*Name:
*Comment:
*Email:
Related Image:
Ecumen Provides 10 Tips to Make Senior Housing a Cruise Ship on Land
(Date:2/8/2016)... ... February 08, 2016 , ... Remember the old saying “rub some ... to Perry A~, author of “Calcium Bentonite Clay” the health benefits of integrating clay ... and detoxifying the body. , A former motivational speaker, Perry A~ has since dedicated ...
(Date:2/8/2016)... ... 2016 , ... Discover the Rocky Mountain region’s longest running and impressive garden ... Attendees also get to see the most incredible gardens and home improvement experts that ... the Colorado Convention Center - 700 14th St. Denver CO, is an exciting event ...
(Date:2/8/2016)... ... February 08, 2016 , ... TopConsumerReviews.com recently awarded their highest five-star rating ... Moles are derived from a cluster of melanin when exposed to sunlight. Although most ... create a lifetime of embarrassment. Historically, mole removal has involved a painful, ...
(Date:2/8/2016)... CA (PRWEB) , ... February 08, 2016 , ... The ... held annually in this country. The AutismOne 2016 Conference, which is being held May ... they often won’t hear elsewhere about helpful interventions and causes of chronic illness in ...
(Date:2/7/2016)... Orion, Clarkston, Metamora, Michigan (PRWEB) , ... February 07, 2016 , ... ... Friday in recognition of National Wear Red Day. National Wear Red Day is ... and stroke in women. Heart disease and stroke cause 1 in 3 deaths among ...
Breaking Medicine News(10 mins):
(Date:2/8/2016)... , Feb. 8, 2016  Avista Pharma Solutions ... Eric Setzer as Chief Financial Officer (CFO). Mr. Setzer ... years of experience in various roles within growing technology ... he served as the Executive Director of Finance at ... Raleigh, NC . Previously, Mr. Setzer ...
(Date:2/8/2016)... DUBLIN , Feb. 8, 2016 /PRNewswire/ ... announced the addition of the "Label-Free ... Global Forecasts to 2020" report to ... has announced the addition of the ... - Global Forecasts to 2020" report ...
(Date:2/8/2016)... , Feb. 8, 2016  Unilife Corporation ("Unilife" or "Company") ... of injectable drug delivery systems, today announced that it will ... ended December 31, 2015 after market close on February 9, ... conference call to discuss these financial results.    ... --> About Unilife Corporation ...
Breaking Medicine Technology: