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Coffee Times Chats - By Department - Accesschamp

Please select a department then to see details of a chat, click the title.

Accessibility Statements 1 (CT41)

(Subscribers Only)
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.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: Legal

Accessibility Statements 2 (CT42)

(Subscribers Only)
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.
Department: Reception, Accesschamp
Subject: Legal

An Introduction to Laughology (CT35)

(Subscribers Only)
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.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

Asking open questions (CT22)

(Subscribers Only)
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.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

Can I see it? (CT8)

(Subscribers Only)
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.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Accesschamp

Fire issues for people with disabilities (CT24)

(Subscribers Only)
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.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: Fire

Hearing loops (CT31)

(Subscribers Only)
Hearing loops are an important aid for deaf people. In this coffee time chat AccessChamp looks at how they work, what setting a deaf person should put the hearing aid to and other types of hearing loop that are available.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Accesschamp
Subject: Hearing Loss

How to create a virtual hotel for a blind person (CT18)

(Subscribers Only)
In this coffee time chat we look at the same video from two perspectives. The first one (18A) is hearing the instructions given to a blind person by a receptionist who is guiding them to their room. The second video (18B) shows the guiding instructions and the pictures of what is happening together. The aim is to encourage staff to practice giving more and better information the more they do it.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp

How to guide a blind person (CT17)

(Subscribers Only)
In this session we talk about guiding a blind person and attendees will take it in turn to practice guiding, being guided and watching to make sure everyone is safe. This is the first of three sessions on learning to guide a blind person.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp

How to open and close a wheelchair (CT19)

(Subscribers Only)
In this coffee time chat we look at how to open and close the most popular types of manual wheelchair. This is important for every member of staff to know from porters on arrival to housekeeping staff as you never know when someone will need help.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: Wheelchair Users

How to recognise a blind person (CT13)

(Subscribers Only)
This is the third in the series about how to recognise different impairments and here we look at those with a sight impairment. One needs to be aware that being legally blind does not mean you see nothing. Their sight might be cloudy, shadowy, blotchy and removed on one side. Recognition of a blind person is not an invisible disability and in this session we show why.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp

How to recognise a deaf person (CT12)

(FREE)
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.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: Hearing Loss

How to recognise a mobility impairments (CT11)

(Subscribers Only)
In the next three coffee time chats (CT 11 to CT 13) we look at recognising people with different disabilities. Some disabilities are clearly visible while others are referred to as invisible impairments. We start by looking at mobility. This can affect anyone at any age and should not just be seen as an old person’s issue.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp

Introducing yourself to a blind person (CT16)

(Subscribers Only)
In this session we look at the best way of introducing yourself to a blind person
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp

Introducing yourself to a wheelchair user (CT14)

(Subscribers Only)
Here we look at one way of welcoming a wheelchair user to the hotel. The person is checked in at a separate table, all the details have been collected at the time of booking and all the guest has to do is add their car number and sign. Although this video shows reception it does have pointers for other front of house staff.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: Wheelchair Users

Introduction to Laughology - Pattern Breaking (CT40)

(Subscribers Only)
This is the last coffee time chat about Laughology and it looks at how we get used to doing things in the same way. Humans can be creatures of habit e.g. having the same things to eat, playing the same or similar music, the way we do our hair (men) and whether we drink tea or coffee. When we are using FLIP it is about changing the patterns or habits that we get into and doing things differently. So if in the past we have had a fear about helping a disabled person we need to break that pattern so that it is no longer an issue.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

Introduction to Laughology 3 – Focus (CT37)

(Subscribers Only)
Laughology is a serious subject and so is the importance of attitude when dealing with disabled people. In this session Stephanie Davies, who created Laughology, talks about the F of FLIP. It stands for focus. Too often people focus on what you can’t do such as walking, seeing or hearing. If a member of staff sees someone with a disability they might feel sorry for them. However, that person might be lucky to have had a narrow escape and they have already been told they will make a full recovery. They are looking at a positive outcome. Stephanie recommends we always focus on the positive with disability and focus on what people can do.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: General

Making a deaf person welcome (CT21)

(Subscribers Only)
In this coffee time chat we look at how to welcome a deaf person and the best ways of communicating with them. For example having a specific welcome letter, communicating clearly, writing things down and using hands. There is an added benefit in that the welcome letter could be translated into other languages for guests that don’t speak English.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp
Subject: Hearing Loss

Reduced Visual Acuity (CT29)

(Subscribers Only)
There is one video in this section using Simspecs to show what a person with reduced visual acuity will see. This is a short video sequence with just three questions so you could put CT 29 and 30 together to make a ten minute training session. There are four video sequences showing different eye conditions. The aim is to show that most blind people see something but it can still be very difficult for them to see where they are going and not falling over things.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp

Retinal Degeneration (CT28)

(Subscribers Only)
There is one video in this section using Simspecs to show what a person with retinal degeneration will see. This is a short video sequence with just one question so you could put CT 27 and 28 together to make a ten minute training session. There are four video sequences showing different eye conditions. The aim is to show that most blind people see something but it can still be very difficult for them to see where they are going and not falling over things.
Department: Reception, Conference and Banqueting, Concierge and Porter, Food and Beverage, Housekeeping, Kitchen, Accesschamp