August 10, 2018
RALEIGH, NC–The Cardinal at North Hills, a Kisco Senior Living community, is the first senior living community in the nation to partner with Forbes Travel Guide to provide its associates with access to the Luxury Hospitality Standards Training Program.
The training is part of an ongoing partnership to sustain a culture of service excellence for years to come. In July, Forbes Travel Guide presented The Cardinal team with a plaque acknowledging the partnership and integration of the world-class training designed to enhance service skills and inspire staff to elevate the resident and guest experience.
“We feel privileged to be the first community in the country to partner with Forbes Travel Guide and undergo this hospitality training,” said Tom Ford, executive director of The Cardinal at North Hills. “Our residents and their guests have lived in the finest places, traveled the world, dined in the most luxurious establishments and held significant positions of influence, so they expect the best. Our goal is to provide a Five-Star level of service for our residents. In my 30 years of experience in the senior living industry, I have never seen a senior living company take hospitality to this level. It is exciting to take part in such a meaningful initiative.”
Understanding the importance of investing in associates and management to provide proven and consistent methods of delivering quality service, Kisco Senior Living found the ideal partner in Forbes Travel Guide. The Cardinal attracts and develops top talent through systemic onboarding and training that supports Kisco’s distinctive principles, values and beliefs.
“While Kisco has maintained an excellent reputation for providing quality service to seniors for more than 25 years, as we look to the future we recognize the need to align with an organization that is known for building a world-class system of service excellence to build on our already strong foundation,” said Brian Grandbouche, senior vice president of operations for Kisco Senior Living.
“By taking our service standards to the next level, we empower our associates to anticipate the needs of residents and guests without approval or guidance from the upper management team,” said Ford. “Associates acknowledge that the training has elevated their awareness levels in their personal lives and that they are using the tools outside of work when interacting with people. Residents and guests have both commented on the heightened level of service, and it is an honor to make a positive difference in so many lives.”
New associates of The Cardinal at North Hills receive a two-and-a-half-hour orientation on the training and service standards.
“We’re delighted to collaborate with Kisco, the first senior living company to partner with Forbes Travel Guide to boost service levels,” said Gerard J. Inzerillo, chief executive officer for Forbes Travel Guide. “Kisco demonstrates that delivering service excellence to its residents is a priority, and it is setting an example for the rest of the industry.”