Hotel Customer Service and the ADA

Developed by the

Mid-Atlantic ADA Center

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ADA Centers

10 regional Centers provide:● Training● Materials● Newsletters● Toll-free Technical Assistance Line:

● 1-800-949-4232 Voice/TTY● Website: www.adahospitality.org

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What is the ADA?

Americans with Disabilities Act, civil rights law passed in 1990

Prohibits discrimination against people with disabilities by a variety of private businesses, including hotels and restaurants

Goal: The full inclusion of people with disabilities in all aspects of American society

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Why was the ADA needed?

Think back to before 1990…• There were fewer curb cuts

• Many hotels and other businesses were not accessible

• People with disabilities were rarely seen in advertisements and TV shows

• Interpreters were rarely used at public events

• People with disabilities were excluded from many activities due to barriers

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ADA Quiz

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How many people with disabilities are there in

the United States?

Answer

At least

54 MILLIONU.S. Census Bureau

Facts for Features: 20th Anniversary of the ADA

July 26, 2010

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The Market

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The Market

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How can we attract the market?

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Examples of Accessibility

Fire alarm signals with flashing lights Signs with Braille characters Reading materials out loud Exchanging written notes Reserved parking spaces No-step entrances Larger restroom stalls Self-service items within reach of seated people

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Brainstorm Accommodations

DISABILITY Mobility impairment/

Wheelchair user Blindness Deafness Psychiatric disability Intellectual disability Diabetes Learning disability Short stature

ACTIVITY Stay overnight Dine in restaurant Attend party or event Attend meeting or

conference Patronize bar/lounge Use pool and/or fitness

center

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Guest Who is Deaf or Hard of Hearing

Write notes back and forth Speak clearly and don’t cover

your mouth Use gestures and body language If someone is interpreting for the

guest, speak directly to the Deaf person, not to the person interpreting

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Telephone Relay System

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A “communications assistant” relays telephone conversations for people who are Deaf, hard of hearing, or have speech impairments

Guest Who is Blind or Has Low Vision

Provide print information in large print, Braille, or electronic formats

Read menus or documents to the guest Orient the guest to the hotel, including the

lobby, their room, and areas in and around the hotel

Assist with finding signature line on guest checks, registration forms, etc.

Offer to trim a corner off a key card so the guest knows which way to put it in the door

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Being a “Sighted Guide”

Images Copyright © 2006 Earl Dotter and American Foundation for Blind 15

Guest Using a Wheelchair

Do not lean on a person’s wheelchair while talking to him

If your counter is too high, use another location with a lower surface, or go around and give documents to the guest on a clipboard

Ask if guest needs an ADA-compliant room (accessible bathroom with grab bars, etc.)

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Guest with a Speech Disability

Don’t pretend you understand Ask the person to repeat what was said Be willing to write notes back and forth Do not shout or raise your voice If the person uses a computer to

talk, continue to have a normal conversation

Picture Communication Symbols©1981-2007 by Mayer-Johnson LLC. All Rights Reserved Worldwide. Used with permission. Boardmaker™ is a trademark of Mayer-Johnson LLC., P.O. Box 1579, Solana Beach, CA 92075, 858-550-0084

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Guest with an Intellectual Disability

Don’t make assumptions about what the person can or cannot do

Explain things clearly and be willing to repeat, if asked

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Guest with a Service Animal

The ADA requires you to allow service animals throughout the hotel even if you have a “no animals” policy

Service animals are working animals and you should not pet or distract them

People with all types of disabilities use various types of service animals

Identify areas outside where service animals can relieve themselves

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Making Accessible Rooms “Usable” for Wheelchair Users

Leave hand-held showerhead near faucet where it can be reached

Be sure all items in the room can be reached from a seated position. For example:

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•Lamps•Phones•Coffee pot•Alarm clock/radio

•Iron•Ironing board•Blankets•Computer cords

•Towels•Hair dryer•Toiletries•Showerhead

Wheelchair Accessible Bathroom

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Things to Consider for Accessible Rooms

Adding power strips to ensure that outlets are accessible

Placement of furniture to allow wheelchair access to all areas of the room

Provide a card explaining why things are a bit different from standard rooms

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Accessible Guest Room

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Provide as much information about the room and its features as possible o Thermostato Phone and TV remote controlo Outletso Internet accesso Toiletrieso Drape cords or rods

Making Guest Rooms “Usable” for Guests Who are Blind

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Making Guest Rooms “Usable” for Guests Who are Deaf

Have equipment availableo TTYo Vibrating alarmo Doorbell and telephone alert signalso Volume control for phone

Assist guest in hooking up and using equipment

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Disability Etiquette Review

Never lean on a person’s wheelchair Speak directly to the person, not to an interpreter

or companion Never make assumptions – ask if they need help THINK: CUSTOMER

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Talking about Disability

Avoid terms like “the disabled.” Instead say “people with disabilities.”

Avoid the word “handicapped.” Instead say “person with a disability” or “accessible” (if referring to parking, rooms, etc.).

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Talking about Disability, cont.

Do not say “wheelchair bound” or “confined to a wheelchair.” Instead say “person who uses a wheelchair” or “wheelchair user.” Wheelchair bound?

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Scenario

Someone calls your hotel and asks if it is accessible for people with disabilities. What would you say?

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The “Bottom Line”

When you meet a person with a disability,

THINK: CUSTOMER!

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For More Information…

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Contact us:National Network of ADA CentersNationwide toll-free number:

800-949-4232 V/TTY

(800-9494-ADA)

www.adahospitality.org

Funding provided by the National Institute on Disability and Rehabilitation Research (NIDRR), U.S. Department of Education