Knock First: A Hospitality Playbook for Senior Living

Nobody moves into a building. They move into the last home they will ever have. Every community says it cares. Far fewer can tell a new server what to do when a resident's daughter walks in angry on a Sunday. This is the training nobody handed you. Hospitality standards borrowed from the finest hotels in the world and rewritten for a building where the guests never check out. What to say in the first thirty seconds. How to fix a problem before it becomes a complaint. How to run a dining room that feels like a restaurant. How to hand off a resident without dropping them. Inside: Ten standards every employee follows, from the dishwasher to the executive director. A full chapter for each department: front desk, business office, HR, culinary front and back of house, maintenance, housekeeping, activities, care, memory care, sales, transportation, and leadership. Twelve chapters on the front desk and concierge role, with word for word phone scripts, the inquiry call that decides whether a family ever tours, and step by step emergency procedures. Eighty four real scenarios and five emergency drills you can run in a five minute huddle. A twelve week rollout, fifty two huddle topics, skills checklists, a hundred point secret shopper audit, and tear out pocket cards. Every chapter follows the same shape. Why it matters. The steps. Say this, not that. One thing to try today. Written to be photocopied, marked up, and used on the floor. From the author of The Senior Living Executive Director's MBA.