A ppt. that includes facilities for differently-abled guests in Indian and international hotels. It consists of all the rules and facilities. It shows the difference between international and Indian facilities standards

1. FACILITIES FOR DIFFERENTLYABLED
GUESTS IN INDIAN AND INTERNATIONAL
HOTELS
Pratik Kumar Abhishek
2021115012
Sanchit Kanwar
2021115016
Shagun
2021115017

2. POINTS
COVERED
UNDER
THIS
TOPIC
Types of physically challenged
guests
Guidelines for facilities planning
Government norms on the hotel
facilities to be offered to the
physically challenged guests

3. TYPES OF PHYSICALLY
CHALLENGED GUESTS
Guests Depending on the various
kinds of impairment either in body
organs, such as limbs, hands,
spinal cord, etc. Or of sensory
organs, such as eyes, ears,
speech, etc., people may suffer
from various disabilities. As a
result, our physically challenged
guests, hereafter referred to as
special guests are categorized into
the following types:
 Special guests with mobility
difficulties so Special guests who
are assisted on wheelchair Special
guests unassisted on a wheelchair.
 Special guests with deafness or
hearing impairment.
 Special guests with learning
disabilities/mental impairments.

4. PLANNING
CONSIDERATIONS
for
SPECIAL GUESTS
GUIDELINES FOR
PLANNING FACILITIES:
The physical needs for each kind
of special guests are different.
However, with slight modification
in various areas of hotels in the
specially designed structures,
they can go freely without
hassling other guests.
The industry guidelines
w.r.t Planning various
facilities for differently able
people are described as
follows:

5. FACILITIES FOR
VISUALLY
IMPAIRED
 Certain areas of the hotel
property may be required by
the law to display instructions
and signs in Braille for the
convenience of the visually
challenged persons.
 Areas where such guests
would welcome Braille:
 Buttons of elevators and
telephone
 Directions to restrooms,
other public areas such as
restaurants, lobbies, bars,
etc.
 Menu cards.

6. FACILITIES FOR VISUALLY
IMPAIRED
 Front office employees and other guest service staff must be trained
and prepared to read out the written information to the guest.
 The room should be near the elevator.
 If the guest requests a guide to the room, offer your arm or shoulder,
and provide verbal commentary as you proceed through the property.
 E.g., “The elevator is to your right. Your guest room is three doors past
the elevator on the left.”
 Explain where the Emergency Exits are located relative to the guest’s
room and note the numbers to dial on the telephone to reach the front
desk and other services.
 If a guest has a Guide Dog, there could be an arrangement for the dog
also.
 A vibrating alarm clock should be in the room.
 The room should not have any sharp-edged furniture.
 Emergency Instruction in 14pt Print
 Audible Alarms in Hallways

7. RAMADA HOTELAJMER
ROOM FOR VISUALLY IMPAIRED

8. SCANDIC HOTEL
WELCOMING A VISUALLY IMPAIRED
GUEST

9. FACILITIE
S FOR
DEAF
 Let the guest determine the communication method
with which he/she is comfortable: whether that is
reading the lips, or speaking in Sign language, or
writing messages, or through an Interpreter.
 If there is an employee or staff member who knows
the Sign Language, he/she may be deputed for
communication with such a guest.
 Talk directly to the guest, even if he/she has an
interpreter. Realize that people who read lips also
rely on Body language and facial expressions to
convey meaning; therefore, don’t underplay your
emotions.
 The room should have:
Visual Alarms or Alerts
Knock Sensor Door Lights
-Guest Rooms
Touchpad
-Hallways
Hot Line Telephones
-Public Areas
Caption T.V
TV Amplifier

10. SCANDIC HOTEL
WELCOMING GUEST WITH HEARING
IMPAIRMENT

11. FACILITIES FOR GUEST WITH
SPEECH IMPAIREMENT
Such guest may not
require special
equipment, but they
do need understanding
and patience from all
the hotel staff.
Employee should
not try to
complete another
person’s sentence
or act impatient
or rushed when
dealing with such
guest.
If you cannot
understand a
person, ask
him to repeat
politely.
You can offer
Pen & paper to
write down a
message.

12. FACILITIES FOR GUEST WITH
MENTAL IMPAIREMENT
Such guest might not require
any infrastructural designing
to cope with, they do require
courteousness and patience
on the part of their host to
understand them.
It would be very rare that
they will not be
unaccompanied.
Be patient and take time
explaining information to
them.
Do not assume that the
person is not listening if they
do not give verbal or visual
feedback to your part of
dialogue.
Ask the guest if they
understand or agree.
Offer to read written
material, if necessary.

13. FACILITIES FOR GUEST WITH
MOBILITY IMPAIREMENT
 The comfort of every guest is important.
 Most of the physical modifications to a
hotel property are made to meet the
need of the guests with mobility
impairments, those who use
Wheelchair, Canes, and Crutches.
 It includes not only people with
disability but also the senior citizens –
which is growing segment of the
travelling public.
 Many of the people of this class move
on their own, provided the certain
points are kept in mind and
incorporated into various areas of the
property.

14. FACILITIES FOR GUEST WITH
MOBILITY IMPAIREMENT
 A Public Entrance must be accessible to wheelchair users from a setting down or car parking point.
 A reserved parking space should be available for the disabled guest or on request.
 The path from the parking point to the entrance must be sound in construction, and free from obstacles.
Gravels, cobbles and potholes must be avoided.
 In case of Guest who is unassisted on Wheelchair, there must be level reserved space with a minimum width
of 3.6 meter (11.8 feet approximately).
 The route from parking space to the entrance must be leveled or ramped.
 The entrance door must have clear opening of not less than 90 cm.
 In case of Guest who is assisted on Wheelchair, the entrance door must have clear opening of not less than
90 cm.
 Where there is no ramp there should not be more than 3 steps to the entrance at any one point.
 In case of Guest who is assisted on Wheelchair, where there is no ramp there should not be more than 1 step
to the entrance at any one point.
 Where the Ramps are present, its gradient should not be more than 1:12 at any point. Means the angle should
be of 12*.
 Steps to be used by Special Guest should have Riser, not more than 19 cm, with treads not less than 25 cm

15. FACILITIES FOR GUEST WITH
MOBILITY IMPAIREMENT
Public pathways that lead to the Restaurants, lounges. Bar, Guest rooms, Common Wash rooms
should not be less than 75 cm wide.
In case of Guest who is assisted on Wheelchair, it should not be less than 80 cm wide.
Doors to the rooms should have clear opening of not less than 90 cm.
In case of Guest who is assisted on Wheelchair, it should not be less than 90 cm.
There must not be more than 3 steps at any point in the corridor or at the entrance of the room.
In case of assisted guest on wheelchair, there must not be more than 1 step at any point in the corridor
or at the entrance of the room.
Where the guest is required to use Lifts, its door should have clear opening of not less than 90 cm, the
interior of the lift should be not less than 110cm deep x70cm wide.
In case of assisted guest on wheelchair, it should be not less than 90 cm, the interior of the lift should
be not less than 110cm deep x80cm wide.
The doors must be automated and controls must be at height of 90cm from the floor.
In the restaurant, there must be at least one accessible table with a clear under space at least 65cm
high.
In case of Steps, there should be sufficient space after each step for a wheelchair to sit comfortably and
safely, with four wheels on the ground.
Threshold to rooms to which the wheelchair user requires access must not be higher than 2cm.

16. FACILITIES FOR GUEST WITH
MOBILITY IMPAIREMENT
 The Bathroom should be at the same floor of the room.
 It should have railing on the wall.
 Where only shower is provided, it must have seat at 45cm - 50cm
above floor and support rail on the wall 25 cm above top of seat.
 Where there is step in the shower cuboids, then the riser should
not be more than 19 cm.
 The washbasin must be provided within the bathroom.
There must be unobstructed space not less than 110cm x 70cm
 The door handle and light switch must be 90 cm from the floor.
 There must be lateral transfer space not less than 80 cm.
 The rim of the WC seat must be between 45cm - 50cm above floor and support rail on the wall 25
cm - 30 cm above top of seat opposite the transfer space.
 If separated from the Bathroom, then unobstructed space should be not less than 110cm x 70cm.
And the washbasin with clear under space.
 In case of unassisted guest, support rail on the wall 50cm above top of seat opposite the transfer
space.

17. FACILITIES FOR
GUEST WITH
MOBILITY
IMPAIREMENT
Accessible Parking Details
 Wheelchair Accessible Parking Spaces.
 Parking Drop Off Point is adjacent to the entrance.
 Ramp for convenient entry.
 Accessible Public Area Details
 The following public areas are accessible
: Lift near Accessible Rooms
-Public Toilets
 Accessible Guest Room & Bathroom Details
 Wheelchair Accessible Rooms Available
 Guest Room Furniture Can Be Rearranged
 Grab Bars and Tall Toilets Available
 Adequate Clear Turning Space in Bathrooms
 Tub with Grab Bars
 Handheld Shower with Hose
 Handrails
 Safety Bar in Shower
 Accessible Bathroom Controls
 Wheelchair Accessibility
 Two rooms near the elevator

18. SCANDIC HOTEL
WELCOMING GUEST WITH MOBALITY
IMPAIREMENT

19. SCANDIC HOTEL
ACESSIBLE ROOM FOR GUEST

20. UMAID BHAWAN PALACE
JODHPUR
ACESSIBLE ROOM FOR DISABLED GUEST

21. INDIAN GOVERNMENT
RULES FOR THE
PHYSICALLY
CHALLANGED GUESTS
infrastructure/services for all disabled guests
by September 2010.
1. Easy access for the differently-abled guests.
2. At least one room for the differently abled
guest. Minimum door width should be one
meter to allow wheelchair access with suitable
low height furniture, low peep hole, etc.
Cupboard to have sliding doors with low
clothes hangers, etc.
3. Room to have audible and visible[blinking
light] alarm system.
4. Ramps with anti slip floors at the entrance.
Minimum door width should be one meter to
allow wheelchair access. To be provided in all
public areas.
5. Free accessibility in all public areas and at
least one restaurant in 5 Star and 5 star
Deluxe properties.
6. Minimum door width of bathroom should be
one meter. Bathroom to be accessible with
sliding doors, suitable fixtures like low
washbasin, low height toilet, grab bars etc. No
bathtub required.
7. Public restroom to be unisex. They must be

22. INDIAN
GOVERNMENT
RULES FOR THE
PHYSICALLY
CHALLANGED
GUESTS
 The ministry also developed a new
format of assessment of categories of
star hotels in the month of August 2009.
Five marks are allotted for facilities to
be offered to physically challenged
persons in the star category system.
Distribution of marks for various
facilities is as follows:
1. At least a room for physically
challenged persons 1 mark.
2. Public toilet in lobby
1 mark.
3. Telephone in public places
1 mark.
4. Ramps etc.
1 mark.
5. Facilities for aurally and visually
handicapped 1 mark.

23. AMERICAN
NORMS FOR
SPECIAL GUESTS
with Disabilities Act(ADA). It states that a
hotel must take ’readily achievable steps’ to
accommodate people with disabilities by
building or retrofitting their facilities to be
more accessible. Other guidelines for the
American hotelier include the following:
1. Properties should have at least one
handicap accessible parking space for
every 25 spaces.
2. These spaces should be located near
each of the property’s entrances, not
just the main entrance.
3. It is important to realize that is not
adequate simply to offer valet parking.
Many people with disabilities hade
custom made vehicles that would not
be operable by someone who has not
been specifically told to do so.
4. Side walk curb cuts, wider sidewalks to
fit wheelchairs and ramp access are
essential.
5. Doors to the property should open

24. AMERICAN
NORMS FOR
SPECIAL GUESTS
6. Inside the hotel at least one section of the
registration desk should have a counter of 36
inches so that a person on a wheelchair can
easily carry out paperwork. If you are unable
to have a counter like that, front desk
employees must be trained to bring the paper
out from behind the counter and meet the
guest in lobby.
7. Do not grab a guest’s wheelchair or try to
push them without their permission. The
wheelchair is considered as apart of their
personal space ; grabbing it is like grabbing
an abled bodied guest by the arm or
shoulder.
8. Let the guest take a lead as how he or she
wants to be treated.
9. Accessible guest rooms should have wider
doorways, wider space around furniture, and
low wall controls(light switches thermostat).
10. They may have a roll in shower or a bathtub
with grab bars and special seat. Door locks
and view ports to be lower, as would clothes
rods in closets and drapery pulls.

25. Personalized service is all
about creating a sense of
well being in our customers
making them feel special and
valued by ensuring that their
slightest needs are looked
after