Epoch Senior Living Leaders Train with Ritz Carlton Leadership Center

WALTHAM, MA – What does a world-famous luxury hotel have to do with senior living communities? Leaders throughout the EPOCH Senior Living organization, a premier provider of exceptional senior living services throughout the Northeast, recently found out what these industries have in common when they spent two days attending training sessions facilitated by the Ritz-Carlton Leadership Center.

From April 30-May 1, nearly 100 leaders throughout EPOCH Senior Living spent their time learning about providing excellence in hospitality, service, and experiences from the Ritz-Carlton Leadership Center at a meeting in the Boston area. The methodology driving these key approaches is rooted in the legendary gold standards of The Ritz-Carlton.

The inspiration for pursuing training from the Ritz-Carlton Leadership Center came from Laurie Gerber, Chairperson of EPOCH Senior Living. One year ago, her husband Larry Gerber, former founder and CEO passed away unexpectedly, and Laurie stepped in to continue his mission and legacy of providing exceptional senior living.. Laurie has concentrated on elevating the company culture and has instituted many changes to promote teamwork and provide hospitality training companywide. She believes that outstanding customer service is the hallmark of a successful senior living company.

“EPOCH is known for delivering the very best senior living experiences, and the Ritz-Carlton name is synonymous with unparalleled customer service and luxury, so it was a natural fit,” said Gerber. Our EPOCH communities are proud to offer stunning apartments and impressive amenities along with unmatched services for seniors.”

The Ritz-Carlton Leadership Center opened nearly two decades ago after the Ritz-Carlton Hotel Company won its second Malcolm Baldrige National Quality Award, benchmarking its quality-related practices as part of the process. Since that time, thousands of clients in nearly every industry have been trained by the Ritz-Carlton Leadership Center. While trainings are customized for specific industries and clients, the lessons imparted are universal: It’s all about empowering employees, providing outstanding customer service, and creating a culture where people feel valued, trusted, and engaged.

On the first day of the training sessions with the Ritz-Carlton Leadership Center, EPOCH leaders learned about developing a culture of excellence and the importance of building success from within. Topics covered included: the Ritz-Carlton culture; simple, sustainable processes to onboard and recognize employees; and the importance of empowering employees. On the second day of training, EPOCH leaders learned about excellence specifically within the healthcare industry. Topics covered included: internalizing key processes and systems that drive success in the healthcare industry; selecting and rewarding talented employees; learning strategic techniques to personalize the resident experience; and understanding how to create an exceptional experience for residents and families.

“The Ritz-Carlton Leadership Center training sessions left a lasting impression on our EPOCH leaders. The insight and philosophies that were shared with us on how we can elevate our brand excellence and culture among residents, families and our teams was empowering,’’ said Adele Pepin, VP of Marketing and Communications.

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About EPOCH Senior Living

Waltham-based EPOCH Senior Living has been a leader in New England senior living since 1997. Known for delivering outstanding experiences and purpose-built properties, the organization currently operates 11 Bridges® by EPOCH communities and five Waterstone Senior Living communities throughout the Northeast. EPOCH is committed to providing premier residences, high-touch services and wellness opportunities that enable seniors to enjoy comfortable, healthy and dignified lifestyles in gracious settings.

Bridges® by EPOCH is New England's largest stand-alone memory care assisted living provider.

About the Ritz-Carlton Leadership Center

For over two decades, The Ritz-Carlton Leadership Center has leveraged the systems and processes of the Ritz-Carlton brand to deliver award-winning services that have allowed thousands of clients to improve customer and employee engagement, innovate their culture, and differentiate themselves.

Our methodology is rooted in the legendary Gold Standards of The Ritz-Carlton and the practices and processes that have allowed us to win two Malcolm Baldrige Awards—the first and only hotel to do so. Through organizational transformation and application of our best practices, our business continues to deliver some of the biggest launches, innovations, and transformations worldwide. Seeing our clients lead their markets, drive loyalty, attract new customers, and receive awards for their innovation is the measure of our success.

The Ritz-Carlton Leadership Center is an unequaled partner in the journey to refine and innovate service excellence and customer engagement, and to transform organizational culture.