Viva Retirement Living Communities

Challenge:

Headquartered in Toronto, Ontario, VIVA Retirement Communities holds and manages a variety of very modern retirement communities that promote active living.

At the time, VIVA owned and managed one home in Ottawa area but were subsequently opening homes in Mississauga, Pickering and Thornhill.  The Company already had built strong and vibrant Mission, Vision and Orange Dot Values and wished to build customized service standards, which reflected these values.

Solution:

Nicola Thomson, with G7 Hospitality Group, liaised closely with the VIVA Retirement Communities Director of Operations; traveled to the Ottawa residence to gain first hand exposure to the property as well as to interview residents, managers and staff to understand the culture and needs of all stakeholders.  Customized service standards were built for each department that were easily understood and reflected the core values of the Company.  A customized Train the Trainer Program was also built and delivered to managers.

Results:

G7 Hospitality Group delivered customized service standards with the accompanying Train The Trainer Program which are reproduced for each new opening, allowing for consistency of approach from residence to residence, reflecting the true mission, vision and values of the Company. VIVA Retirement Communities continues to use these service standards.