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n expertly prepared, wholesome meal, served attractively in a pleasant setting, is just the beginning of what today’s seniors are looking for in a dining experience at a retirement community. With increasing choices in housing options ranging from aging in place to continuing care retirement communities (CCRCs), providers are searching for ways to differentiate themselves and add value to their services.
       When it comes to dining, meeting fundamental needs will not be enough.
       The age group of persons 65 years of age and up has been increasing three times faster than the general population since the 1990s. Just this year, the oldest of the Baby Boomers started turning 60 years of age. The expectations of today’s seniors and those coming soon are far different from the expectations of seniors who received the first Social Security checks in 1940. Today’s seniors expect to live into their 80s and beyond. They expect to be relatively healthy. They are looking for a personally fulfilling, rewarding retirement, and they want every aspect of daily life—including dining—to support that goal.
       The proprietary LifeConnect^TM wellness partnership that Covenant Retirement Communities (Chicago, Ill) forged with residents advances that goal. Through this partnership, the local retirement community helps link residents to resources on campus and in the surrounding community that enhance the resident’s wellness journey. Because it is completely driven by residents, the partnership fuels the vitality of the local community and anticipates customers’ desires.

Assess the Situation

       When we compared existing Covenant Village of Florida dining services and the supporting physical plant with what we know about the expectations of our customers, we knew change was a necessity. Despite periodic updating and remodeling, our more than 30-year-old main kitchen and dining room could not provide the flexibility we wanted and needed.
       Unlike the late 1970s when we opened, South Florida now offers a plethora of retirement community options. Even so, market studies showed that our suburban Fort Lauderdale location would support an increased capacity. To add capacity and remain an industry leader in an increasingly competitive market, we needed more than new dining and kitchen facilities.
       Our nationally accredited, 20-acre CCRC has an enviable location in an upscale suburban community overlooking a 77-acre community park. It offers fingertip access to every metropolitan resource, including world-class entertainment and healthcare. We wanted to reflect that on campus. Our parent company, Covenant Retirement Communities, implemented a system-wide master planning process to assist each of its 14 communities to achieve the same goal.

The concept of the bistro food service area lent itself to contemporary services, such as presentation cooking, grab-and-go menu items, and a made-to-order deli.

       With the parent company’s guidance, we developed a comprehensive master plan to add a 66,845-square-foot town center. The building was to include residential accommodations and a first-floor pedestrian center with expanded fitness, learning, creative arts, and media centers as well as concierge services and more.
       The first phase of the project was to create new dining opportunities and consolidate 2 kitchens into a central kitchen that could produce 1,500 meals per day. We needed to move the main kitchen, consolidate 2 kitchens into 1, and expand the available dining area—and that all had to be accomplished using 75% of the existing equipment while continuing to serve 435 residents daily.

New Dining Options

       The new dining services at Covenant Village offer extensive menu, venue, and scheduling options. The bistro reflects our on-the-go American lifestyle. Open from 7 am to 7 pm, it features a casual atmosphere, presentation cooking of everything from griddle and grill favorites to pizza, and even custom and pre-packaged takeout. A specialty coffee shop and smoothie bar expand the options.
       Crisp linens, hostess seating, table service, and a refined ambiance distinguish the formal dining setting, with which we brought the experience of dining in a fine restaurant into our community. A grocery and sundries shop completes the picture, offering residents everything from the ultimate in service to household necessities.
       We expanded the same concepts to our assisted living and skilled nursing residences. A delight to watch, presentation cooking can also serve as aromatherapy and stimulate appetites. Table-side service counters, fresh bakery items, made-to-order omelets, and more all contribute to the experience.

Exhaustive Plan

       When we began planning the dining innovations in 2003, we planned to break ground in June 2005 and begin occupancy in summer 2006. We had the vision down pat, but from the first draft of the new program and facilities it was apparent that we had to envision every step needed to complete the journey. Especially intricate was a key step near the end when the new kitchen would accommodate 75% of the existing equipment. All that equipment would be completely unavailable for several weeks until final approval and occupancy.
       The key to meeting our goal, which we did, was planning. We planned and planned. We planned for contingencies, planned contingencies for contingencies, and planned to expect the unexpected. We tapped plenty of experts to guide the process, including Covenant Solutions, Covenant Retirement Communities’ master planning and project development affiliate. We contracted with a recognized healthcare builder and 30 subcontractors, all experts in their disciplines. Still, we took a detour almost every day—most often in the middle of serving a meal.
       Planning to communicate with residents early and often was pivotal in generating resident enthusiasm for the project and acceptance of the process needed to attain the desired goal. Armed with information, residents understood that some changes were out of our control. Communication took many forms. We put everything in writing through information in the weekly resident newsletter, special bulletins called “Construction Zone” that were delivered to residents’ mailboxes, and updates posted in the dining room.
       We used monthly meetings with our administrative team to convey plans and report progress. We found that one-on-one discussions with small groups were most effective. They required a massive team effort to keep the message consistent and timely, but the contribution to maintaining a sense of normal community life was invaluable. We worked closely with the resident council and the resident dining committee, enlisting their help and support in disseminating information, addressing concerns, and answering questions.
       Menu changes, including grill-to-order specials, fresh baked goods, and chopped salads, increased our flexibility. We selected recipes carefully, with the needed equipment in mind. On-site bags of ice, portable sinks, convenience grocery items, disposable paper goods, and other items we associate with emergency preparations saved us many times.
       We have 2 kitchens on campus, and that helped. But you practically need a moving van to access the areas with heavy carts and bulky items. Because of the scale of the project, it ran through the South Florida rainy season. That meant we had to have contingency plans if access to another kitchen was unavailable. We enlisted the support of our local health department and used its expertise to solve some temporary challenges, such as cleaning dishware and holding safe temperatures. This valuable relationship helped to avoid delays and resolve problems quickly.

Strategies to Success

       Old habits die hard, particularly if they are patterns of daily life. Planned change management contributed significantly to the success of the project. The center-of-campus location of the construction field completely cut off the main building from other residential buildings and the healthcare building. Accessibility to the building—including the dining room and administrative offices—was inconvenient and, for some residents, physically demanding. By investing in a golf cart and installing signs at strategic locations, we implemented a surrey service to shuttle residents and staff around campus. Running nonstop all day and making a continuous loop every 20 minutes, the shuttle added convenience and helped eliminate foot traffic from construction areas.
       Other adjustments, some of them daily, maintained safety and a senior-friendly environment during construction. Temporary lighting improved visibility in construction areas. Canvas awnings provided shelter from the sun and summer’s daily rains. The security staff added a staff member to manage increased traffic, ensure pedestrian safety in the construction field, and rein in curious sidewalk superintendents.
       Moving the kitchen itself (with its heavy equipment, utility requirements, and logistical considerations) was the most challenging and rewarding aspect of the project. We enlisted the support of commercial cleaning companies, laborers, and vendors to change equipment configurations quickly. Timing it with military precision, we successfully accomplished the overnight move. The unexpected popped up everywhere. Freezers did not work after they were stocked. Equipment was missing control switches. The hot water was accidentally disconnected. Contractors worked overhead on last-minute changes. And, of course, surveyors from the state’s Agency for Health Care Administration (AHCA) surprised us with a visit. Keeping our skilled nursing center ready for survey during the process was a challenge. Vigilant daily sanitation standards, monitoring food quality, consistent feedback, and staff reinforcement and support helped keep us on track.

Lighten Up

       It is easy to become burdened or overwhelmed by the enormity of a project. To break up the monotony and celebrate benchmark successes along the way, we planned parties—lots of them. Themed dinners supported by the recreation department and served by the management staff were particularly popular. Plus, they provided much-needed relief for the construction-weary dining services staff. When the temporary walls went up, we brought out construction hardhats. Residents dressed as construction workers. The menu offered project-specific items, such as a “build your own pasta” bar and “sundae sawhorses.”
       When kitchen equipment was in transit and we were unable to cook, we rented propane grills and offered island-themed barbeque. Staff members broke out their tropical attire, a welcome change from uniforms. A steel-drum band rekindled enthusiasm, and an ice cream social took the heat off the situation. This and other contingency plans for alternate meals and catering helped bridge the 3 days when we could not cook in the kitchen.
       By focusing on the long-term gain and staying as flexible as possible, we were able to manage shortcomings we could not control. Our planning included managing change for staff members as well as residents. The fun factor contributed significantly. Door prizes from home improvement stores, staff recognition, movie passes, and pizza parties required minimal investment and paid big dividends.
       Making a move and renovation of this scale in 2 years from the drawing board to the tabletop was a daunting task. Planning and flexibility were pivotal to success. But the most important element was ensuring that everyone involved—every resident, staff member, contractor, and consultant—worked as a team focused toward a single goal. Thanks to teamwork, the napkins are in place, the cappuccinos are brewing, and the mouth-watering scent of oven-baked pizza fills the air. Covenant Village of Florida’s dining services are positioned to respond to 21st century retirees. Bon appétit!