
Insights from BITAC Food & Beverage: How F&B Operations has Changed in the World of Senior Living
By Gavin Fraser | January 27, 2025
At the recent BITAC Food & Beverage event, a dynamic panel of culinary leaders from the senior living industry gathered to share their expertise on the evolving landscape of dining in these communities. Moderated by Sam Currie, Director of Culinary Services at The Springs Senior Living, the discussion highlighted how the industry has embraced innovation and hospitality to redefine the dining experience for seniors. Panelists included Andrew Allen, Corporate Food & Beverage Director at Otterbein Senior Life; Eli Ayoub, VP of Culinary Services at Extended Care Consulting; and Robin Norman, Dining Services Director at Goodwin Living.
The panel opened with a discussion of how the senior living industry has transformed over the years. Robin Norman shared her experience at Goodwin Living, which has expanded its focus from providing luxury senior living to reaching a more diverse population. The organization’s efforts are aimed at making senior living more accessible, including developing affordable housing options for low-income seniors. Goodwin Living now operates three on-site restaurants and is expanding rapidly, with new facilities planned within five miles of its current properties.
Similarly, Andrew Allen, with Otterbein Senior Life, spoke about the importance of moving away from traditional cafeteria-style meals to more individualized dining experiences. As seniors enter care facilities younger and with different expectations, the demand for diverse, high-quality meals has increased. Otterbein Senior Life has introduced weekly menus from different global cuisines, providing opportunities for residents to experience international flavors and reconnect with memories of their travels.
A central theme in the conversation was the importance of community-building through food. Eli Ayoub reflected on how senior living communities have grown closer over the past decade. He described how the industry’s strength lies in collaboration rather than competition. This unity has allowed the industry to thrive and innovate, with facilities now offering farm-to-table dining and personalized culinary experiences, such as private chef tables for residents.
The panel also discussed how the dining experience has become integral to the overall well-being of residents. Robin emphasized that the relationships between dining staff and residents have become deeply meaningful. The dining room has evolved into a place where bonds are forged, and residents feel like family. The importance of nurturing these relationships cannot be overstated, as it contributes to the overall success of the community.
As the industry embraces change, technology has played a significant role in enhancing both the dining experience and operational efficiency. Andrew shared how Otterbein Senior Life implemented technology to streamline food service, including introducing iPads for waitstaff to take orders directly at the table. This allowed servers to provide better service and freed up time to attend to other needs. The introduction of iPads to place orders was a game-changer, enabling the team to meet the needs of residents more efficiently.
Technology has also enhanced customer satisfaction. At Goodwin Living, the integration of online ordering, iPads, and self-checkout kiosks has been a hit with residents. The residents want convenience, and technology allows the community to meet that need while maintaining a personal touch. Eli added that technology isn’t just about convenience—it’s about deepening the connection with residents. Using technology to learn more about residents’ preferences, hobbies, and past experiences helps the dining teams offer personalized service, further enhancing the overall experience.
Despite the benefits of technological innovation, the panelists agreed that certain aspects of senior living dining must remain human-centered. Eli, who has seen the rise of robotic assistance in the industry, expressed reservations about replacing human interaction with automation. The senior living industry thrives on hospitality, and robots, while helpful for tasks like bussing tables, cannot replace the human connection at the heart of what they do.
Robin echoed this sentiment, noting that while her community uses robotic assistants to help with tasks like bussing, they are not meant to replace frontline staff. The panelists agreed that the future of senior living dining will continue to balance the best of human connection and technological support.
As the senior living dining experience continues to evolve, the panelists expressed excitement about the future. Andrew talked about expanding Otterbein’s dining offerings with more interactive experiences, like hibachi grills, which have been incredibly popular with residents. The first hibachi grill they installed quickly gained hundreds of reservations within the first three months, and now they are on their 15th hibachi grill across their communities.
Eli envisioned a future where senior living communities continue to innovate and become even more integrated with the wider hospitality industry. The way dining is approached will evolve as well. It’s no longer just about providing a meal—it’s about creating meaningful experiences and building thriving communities where people live, not just exist.
The discussion on this BITAC Food & Beverage panel underscored how the senior living industry is redefining the role of dining within these communities. Through a combination of innovative culinary practices, community-building initiatives, and cutting-edge technology, senior living is transforming into a vibrant sector where dining is central to the experience. The continued evolution of dining services shows that senior living communities are not just places to live—they are places to thrive.
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