Grand Living offers independent living, assisted living and memory care, all with a commitment to a program called FIRST CLASS HAPPINESS®.
“FIRST CLASS HAPPINESS® is all about customer service, and not just customer service with the residents, but customer service between employees as well,” executive director Regina Koons said.
At the heart of this philosophy is the STERLING TOUCH® program, built on 12 guiding principles originally developed by former Ritz-Carlton executives.
“Our first principle is to build meaningful relationships by personalizing [our] service while anticipating and fulfilling each resident's wishes and needs,” Koons said.
Every day, the team reflects on one of these principles and applies it not only to residents but also to one another.
Koons, who has a five-star hotel background, has seen firsthand the impact of this approach.
“I feel like I've had the best possible customer service training that exists on the planet,” she said. “I love being in an industry where I can ... keep people ... smiling every day and being so happy they made the decision to live here.”
Stories that inspire
One of the most memorable moments for Koons came from honoring veterans within the community.
“We have a huge veterans program here, and our vets are recognized all the time,” Koons said. “Recently, there was a magazine that wanted to do a story on our vets. ... To me, I was just so proud to be a part of that ... and hear their stories. To know that they're here and we're servicing them and taking care of them is just very honorable for me.”
These celebrations of history, service and life stories are woven into daily life, creating meaning and connection for residents.
Dignity in care
For many seniors, moving into assisted living can be a difficult transition. Koons explained that her team approaches care with compassion and respect.
“Our care staff are trained on how to approach and how to work with certain individuals who might need a little more help than others, ... without making them feel that the things that are happening to them are embarrassing or humiliating,” Koons said. “They have a comfort zone, and they become family to the resident.”
That sense of family extends to LUMINATIONS® memory care, where Grand Living at Riverstone has created something truly unique: two neighborhoods, including one designed exclusively for women.
“Women form bonds, they form friendships and ... they understand each other,” Koons said. “Our programs in memory care are designed to help those individuals function and have FIRST CLASS HAPPINESS® in their lives as well.”
Connection and joy
Beyond health and wellness, socialization is key to happiness at Grand Living at Riverstone.
“The residents look forward to everything that we do here,” Koons said. “They really enjoy life and laughing. Laughter is such a great thing. One resident even came into my office last night and said, ... ‘I’d like to start a comedy club. I think we need more laughter.’”
That spirit of joy is matched by the peace of mind the community offers. With an all-inclusive model covering meals, activities, fitness and more, residents and families can focus on what matters most: enjoying life.
Discover FIRST CLASS HAPPINESS®
At Grand Living at Riverstone, every day is designed to bring joy, dignity and connection. With independent living, assisted living and memory care, families can rest assured their loved ones are cared for in every way.
Click here to schedule a tour today and discover what FIRST CLASS HAPPINESS® feels like.
Location: 4828 LJ Parkway, Sugar Land
The above story was produced by Multi Platform Journalist Sydney Heller with Community Impact's Storytelling team with information solely provided by the local business as part of their "sponsored content" purchase through our advertising team.
