b'E X C E L L I N G I N hospitalityOur communities require expertise in real estate, health care, andhospitality. While we have always shone in all three arenas, we recently have focused on our hospitality. This involved developing standardsfor how we demonstrate hospitality; training and communications to apply the standards; and audits to verify that we live our ideals.Our community leadership teams worked together to compile 12 service standards in three categories: Hospitality standards emphasize understanding each residentsWelcomeProfessional Image and Demeanor; First Impressions; unique preferences, needs, and histories. This personalized Daily Standup; Responsivenessapproach ensures that care and services are tailored to individualCarePride in the Workplace; Commitment; Respectful Treatment; requirements, making residents feel valued and respected. Quarterly Community AuditSteve Serdar, Vice President of Culinary & Hospitality ExcelThe Extra Mile; Empowerment; Community Knowledge;Resident Engagement We highlight one standard per month, explaining it in detail and setting clear expectations for staff. For example, for Responsiveness, employees are reminded to be receptive to residents and empathetic about their needs or concerns. When confronted with an issue, employees are taught to take charge and follow through with their commitment, owning the issue until it is resolved.The Daily Standup is a 15-minute huddle that occurs every morning, Monday through Friday. During this time, we emphasize the Standard of the Month; relay highlights and challenges from the previous day; address known and potential obstacles; and share information to set up everyone for a successful day.PICTURED (ABOVE AND BELOW) : Steve Serdar, Vice President of Culinary andHospitality, Presbyterian Homes, with Seth Awes, Administrator of Community Life, The MooringsLisa Baumgartner, Director of Dining Services, The Moorings, with Margaret Eckels, The Moorings resident8PRESBYTERIAN HOMES & GENEVA FOUNDATION 2024 ANNUAL REPORT'