There is a requirement to complete a Personal Emergency Evacuation Plan or PEEP as it is often referred to for all disabled guests. Do you have one in operation? If not, you can download an example from AccessChamp. This is only a guideline and will need to be personalised to your hotel. For example all your wheelchair rooms may only be accessible by lift; you may have rooms adapted for deaf people. The first thing is to personalise the PEEP to your hotel needs.
Browse Coffee Time Chats
To see details of a chat, please click the title.
In this chat we interview Sally Paul, a deaf person, that runs her own business helping people understand deaf issues and provide training for them. A hearing impairment is known as an invisible disability so how can you recognise and help them. This session helps with both those issues.
Departments: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, AccesschampSubjects: Hearing Loss
This training session looks at the size of the market for attracting disabled guests and their carers, partners and/or family members. The market is huge and must be one worth attracting to your business.
Departments: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, AccesschampSubjects: General
When you want to attract people with disabilities to your hotel there is one document that is really important. It is an accessibility statement. This covers all areas of the hotel or conference centre and tells disabled people how accessible the hotel is e.g. two steps into hotel but wheelchair ramp at the side, the lift is big enough for an electric wheelchair. It is more than that because it also tells you other things such as: how to get there; places you can go and see; any barriers to mobility or other impairments. Without this information on your website to download it is very likely that disabled people will not stay at your hotel.
Departments: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, AccesschampSubjects: Legal
In the previous coffee time chat (CT41) you looked at your competitors to see how they performed in terms of the information they provided to potential disabled guests. In this coffee time chat the aim is to identify all the information that would be helpful to a potential guest and how you might communicate the information.
Laughology is a serious subject and so is the importance of attitude when dealing with disabled people. Research shows that 65% of the general public would not go to the help of a disabled person. The reasons given for this were fear of doing the wrong thing and fear of litigation if they do help and concerns about making matters worse because they don’t know what to do. Laughology will help staff be positive and feel confident and with AccessChamp training will ensure they establish rapport with disabled guests.
Questioning skills are an important skill in every member of staff. We use questions all day long to find out what is going on in the hotel. However, learning good questioning skills is not only a good selling skill it also helps you find out more about the needs of guests, what they have been doing and much more. There are also closed questions that will have the answer yes or no. The skill that needs to be developed is knowing when and how to use both open and closed questions.
There are many times when we need to give information to existing and potential guests. In most situations we use written communications such as websites, social media, brochures, letters, key cards, menus, wine lists and many more. The purpose of any written communication is to pass on information. The problem is we don’t always make it easy to reads things. For example the contrast between foreground and background, the type and size of the font, the amount of light available to read a menu in the evening are significant factors for sales. If the print we have produced is unreadable then the piece of print material is a waste of money. One also needs to consider the large number of people that wear glasses or have a visual impairment. Have a look around you and see how many people in the room wear glasses. It is always important that designs are clear and actually encourage people to read on.
Departments: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, AccesschampSubjects: Visual Impairment
In this training session we show staff how to serve a blind person. This technique is not just for waiting staff as it can be used around the hotel. For example when escorting a blind person to their room, in the room, where an obstruction might be and at check–in and check–out.
You will already have regular fire training but in this session we look at the potential results from a serious fire and what extra help a disabled guest might need in an emergency.