Creating Connection: Integrating Hospitality and Care to Solve for Unmet Needs and Drive Resident Retention in Senior Living Communities

Fundamental Skill Level: This content is geared towards senior living professionals with less than 7 years of industry experience.



This presentation will explore the intersection between hospitality and care, focusing on how unmet needs drive behavior, especially among those with mild cognitive impairment (MCI) or dementia. There will be an emphasis on the importance of viewing behavior as communication and understanding the role of empathy and attachment theory in care and hospitality settings. By combining foundational hospitality principles with concepts from attachment theory, a Rogerian person-centered and humanistic approach, and Maslow’s Hierarchy of Needs, participants will learn how to uncover and meet resident needs. The conversation will explore person-centered care techniques, adapted from the Alzheimer’s Association’s Dementia Care Practice Recommendations and various psychological theories, such as knowing a resident’s history, recognizing their reality, and engaging them meaningfully in daily and purposeful routines. Common factors that lead to behaviors, such as environmental triggers, boredom, and interactions with others, will also be discussed. Attendees will gain insights into managing these factors through both caregiving and hospitality. A core focus will be on empathy and Validation techniques, highlighting how these strategies build trust and enhance communication. The presentation will conclude with a discussion on integrating hospitality into care, emphasizing its role in meeting both emotional and physical needs, creating a sense of belonging, and ensuring family and resident satisfaction to ultimately drive resident retention. Attendees will leave with actionable insights to seamlessly integrate hospitality into their care models, fostering a compassionate and holistic environment.




Approved for NAB/NCERS CEUs