The Glenview Sets the Standard for Exceptional Hospitality One Small Kindness at a Time

At The Glenview, a blueberry pie, a rescued clock pendulum, and a bowl of soup at the door all add up to the same promise: You are special to us!

The Pie That Changed a Heart

When Mrs. Z phoned to book a tour of The Glenview, she mentioned two things in passing: her favorite dessert was blueberry pie, and her tour date happened to be her birthday.

Krisandra Panting, Director of Marketing and Sales, made a note of both. She walked down to the kitchen and asked Chef Ashley, whose blueberry pie is the stuff of Glenview legend, to bake one just for Mrs. Z. It went into a box with a big bow, along with a birthday card signed by the entire staff.

Mrs. Z arrived, toured, and announced that she planned to visit at least ten communities before deciding. Krisandra said she understood completely, then handed her the birthday pie.

“She was utterly flabbergasted,” said Krisandra. “In fact, Mrs. Z was so flustered that she left without the pie. I hopped in my car, drove it to Mrs. Z’s home, and delivered the pie to her door. Mrs. Z invited me in, we ended up chatting as we enjoyed a slice of blueberry pie topped with vanilla ice cream.”

Two days later, Mrs. Z called to ask whether the apartment she had seen was still available.

“What that pie showed her was that The Glenview listened,” Krisandra said. “We wanted to please her, and we made her feel seen and valued as an individual. We treated her like family, and she realized she wouldn’t get that same genuine thoughtfulness anywhere else. That’s what Exceptional Hospitality means to me.”

The Ritz-Carlton Standard, With a Family Heart

Krisandra is the champion of Exceptional Hospitality at The Glenview, and she asks every team member to bring that same personal, responsive, kind approach to every encounter.

“It’s natural to want to feel important,” said Krisandra. “With every resident encounter, each team member has the ability to make them feel special. To listen to them. To care for them. Our residents trust that we’ll do the right thing on their behalf. We want The Glenview to feel like the Ritz-Carlton, where every day is a special occasion and each resident is our favorite guest.”

When the Storm Came, the Team Stayed

Exceptional Hospitality often shines brightest in the darkness. As the most recent hurricane approached, Glenview team members moved every resident’s car to higher ground, one vehicle after another, so nothing would be left to chance. “With every storm, we divide our staff into two teams,” said Krisandra. “The first team stays around the clock for Days 1-3, and if necessary, the second team stays for Days 4-6. The team keeps residents’ spirits high with midnight snacks, all-night movies with popcorn, or tending to any need that might arise. Residents sleep soundly, knowing the team is always there keeping watch.”

Little Things, Done Beautifully

Some of the most memorable moments of Exceptional Hospitality at The Glenview never appear on a calendar…

• After one resident moved in and sent her packing boxes to the recycling bin, she realized her clock pendulum had gone along with them. A member of the maintenance team rolled up his sleeves, climbed into the dumpster, and eventually came out with the pendulum in hand. He had that clock ticking again by afternoon, and the resident was thrilled.
• When a resident’s computer stopped cooperating, an administrative team member stopped by the apartment and worked through the tangled tech mess until the laptop was back online.
• When a new TV left a resident stumped, a security staff member took the time to set up every streaming service and walked her through how to use the new remote, button by button.
• One evening, a resident was feeling under the weather. Before she could think about dinner, a server appeared at her door with a steaming bowl of her favorite soup. She hadn’t placed an order. The server simply knew.
• The Glenview’s dedication to Exceptional Hospitality includes extended family, too. A resident’s young granddaughter was visiting on her birthday when the dining room erupted in song. Staff paraded her around the room behind a beautifully decorated cake, and then they handed her a fancy carving knife so she could cut slices to share with every table. After dinner that night, she texted all her friends to tell them about her “special Glenview birthday party at Grandma’s place”.

Holding a Hand on the Way In

Our transportation team is known for going the extra mile, and sometimes quite literally the extra few steps. One of our drivers did far more than drop a resident at her doctor’s office. Noticing how nervous the resident felt, the driver took her hand, offered encouraging words all the way through the door, waited in the lobby during the appointment so he would be the first face she saw when she left the exam room, then walked her out to the car afterward.

“I have never felt so loved,” said the resident.

A Pep in Every Step

“Exceptional Hospitality takes the worry out of living and fills a community with gratitude,” said Daniel Gomez, Executive Director. “When residents feel grateful for the beautiful life they lead, they greet each morning with a little extra pep in their step.”

“Each team member has the ability to positively impact residents every day,” Krisandra said. “That is both an enormous responsibility and an even larger joy. We train our staff to embrace the idea that you can change the world with one small kindness. And sometimes, that kindness is as simple as a blueberry pie, hand-delivered on your birthday.”

A Day at The Glenview

Walk through The Glenview on any given morning and you will see Exceptional Hospitality in action…

A resident arrives for the monthly tea party and is thrilled to find the Activities Director has purposefully included her favorite cookies as part of the dessert spread. Another resident walks by the front desk and stops to share a laugh with the concierge and asks for help with a crossword she’s working on. The fitness instructor takes the time to meet with a resident one-on-one to show him how to ease back into his fitness routine now that he’s recovered from the flu.

By lunchtime, the dining room is full of conversation. Someone at the corner table is telling a story that has the whole group in stitches. A server glides by with a smile, already knowing who takes extra lemon with their tea and who saves room for dessert. Out front, the maintenance team has swept the puddles from the sidewalk after the latest rainstorm, so no one slips as they set off for their morning walk.

No one is rushing, and no one is worrying. Every face tells the same story: I am known here. I am cared for her. I am home.

That is Exceptional Hospitality, and it is built one small kindness at a time.

We invite you to experience Exceptional Hospitality for yourself. Join us for lunch, take a tour, and discover why so many residents say they have found a home where they are treated like family.

Schedule your private visit today.