This document provides guidance on serving guests with disabilities by defining key terms, describing appropriate interactions, and guidelines for specific disabilities. The main points are: 1) Over 50 million Americans have a disability and deserve excellent service. Providing good service means recognizing disabilities and practicing courtesy. 2) Disabilities include conditions that limit mobility, hearing, vision, speech or mental functions. Not all disabilities are visible. 3) Guidelines are provided for serving guests with hearing, visual, mobility and speech impairments as well as for service animals. The goal is treating all guests, including those with disabilities, with dignity and respect.

1. Breaking Down Barriers Achieving Great Service for Guests/Customers with Disabilities

2. Objectives for the presentation: Define and describe disabilities Practice courtesy skills when serving guests/customers with disabilities Choose appropriate language for describing various disabilities Interact appropriately with individuals according to the specific disability Identify facilities and services on your property that are available to guests/customers with disabilities Service Animals

3. Key Points to Remember

4. Key Points People with disabilities need and desire excellent service just as all others guests/customers do.

5. Key Points, cont’d. Providing excellent service means being able to recognize a disability and practice basic courtesy.

6. Key Points, cont’d The language you choose, the attitude you display, and the actions you take all have an affect on the service experience of guests/customers with a disabilities.

7. Key Points, cont’d Each disability call for specific variations in the kind of service you provide. Hearing impaired Sight impaired

8. Key Points, cont’d Familiarity with your property’s facilities and services is essential for providing excellent service to guests/customers with disabilities.

9. ADA: Americans with Disabilities ACT Guaranteed basis rights and access for individuals with disabilities, but no law can guarantee good service – or even appropriate serve – for a guest/customer with a disability.

10. Overview 54 million Americans are classified as having a disability. Travel business of this market is estimated at more than $3 billion . Everyone enjoys being treated with respect. People with disabilities are no exception. It is natural, at first, to feel some anxiety when assisting people with disabilities, but experience will make you more comfortable, allowing you to offer individualized service with a positive and relaxed demeanor.

11. To provide guests/customers with good service, you should: Practice Simple Courtesy Be Aware of Specific Needs Know Your Property’s Facilities and Services.

12. Pop QUIZ Question: What kind of behavior from employees would make your feel welcomed and valued? Class Discussion Answer: Look the person in the eye, treating them with the same respect as other guests/customers, and understanding the person’s needs.

13. Defining Disability A disability is a condition caused by an accident, trauma, genetics, or disease, which may limit a person’s mobility, hearing, vision, speech, or mental function. Question: Can you always tell when a person has a disability? Class Discussion Answer: NO

14. Hidden Disabilities: Low Vision Reduced Hearing Learning Disability Traumatic Brain Injury Mental Retardation Mental Illness Diseases which cause impairment

15. Signals you are dealing with a person with a disability: Having trouble following the conversation Doesn’t respond when you call or wave Make a strange request Says something that seems inappropriate Act unusual or different in any way

16. Disability Myths: Myth: All persons with hearing impairment can read lips. Class Discussion **Lip-reading skills vary among people who use them and are never entirely reliable. Myth: People with disabilities always need help. Class Discussion **Many people with disabilities are independent and capable of giving help. If you would like to help someone with a disability, ask if he or she needs it before you act.

17. Class Activity – Need a volunteer Vision Impairment Activity: Blindfold 1 participant and seat them at a table with papers scattered around. Place a pencil on the table ask the person to perform these tasks: Gather all of the paper and place in 1 neat stack. Take one sheet of paper and fold it in half make sure the edges meet. Take the pencil and mark the folded paper with an “X”. Take another sheet of paper and write the word “paper” on it near the center of the page.

18. Class discussion on the activity For the Class : How was the manner in which the person performed the tasks with the visual impairment different from how they may have perform them with full vision? Answers: Somewhat slower, not quite as accurate (but good enough), or more carefully. For the Volunteer : What feelings did you experience during the activity? Answers: Somewhat anxious, frustrated, or worried that it was taking so long.

19. Note: Perfect vision is not required to perform any tasks… but a person with an impairment may simply need a little more time to complete the task.

20. Do you need a “10” minute break Or can we continue on?

21. Guidelines for “ Serving ” People with Disabilities

22. Hearing Impairments: Tap the person on the shoulder or wave your hand to get the person’s attention. Let the person take the lead in establishing the communication mode. Don’t shout Communicate by writing if necessary.

23. Hearing Impairments cont’d : Speak calmly, slowly, and distinctly, but do not exaggerate. Simplify your sentences and use more facial expressions and body language. Lip-reading: Face him or her directly Speak clearly and with a moderate pace Do not obscure your face

24. Visual Impairments: When greeting the person, identify yourself and introduce others who may be present. Don’t leave the person alone without excusing yourself first.

25. Individually count the bills and identify each denomination. Credit cards should be handed to the guest/customer, not laid on the counter. Offer to read written information (forms, bills, menus, etc.) when appropriate. Visual Impairments cont’d : Handling currency & credit cards

26. Don’t pull or push the guest/customer or hold the person’s arm. Offer your arm to the guest/customer, instead of grabbing theirs. Proceed at a normal pace. Visual Impairments cont’d : When asked to guide someone

27. Allow the guest/customer to walk a step or two behind you. Point out doors, stairs, or other changes in terrain. Describe the layout and location of furniture, etc. Visual Impairments cont’d : When asked to guide someone

28. Say “ left ”, “ right ” and “ straight ahead ”, instead of “right here” or “over there.” “ There is a chair 3 feet from you at 11:00.” “ Walk straight ahead 10 yards to the end of the corridor, turn left.” Visual Impairments cont’d : Giving directions or describing a location/object.

29. Mobility Impairments Don’t touch or move mobility aids such as a cane, crutches, or walkers unless asked to. Do not push, lean on, or hold onto a person’s wheelchair unless the person says it’s ok. Offer to tell where accessible rest rooms , telephones , and water fountains are located.

30. Mobility Impairments cont’d. When talking to someone in a wheelchair or scooter for more than a few minutes, try to put yourself at “ eye level ” by sitting or kneeling in front of the person. Give a push only when asked. When giving directions, consider distance and physical obstacles – curb, stairs, etc.

31. Speech Impairment Be patient. Individuals with speech impairment deserve the opportunity to voice their needs even if it takes more time. Listen carefully to become aware of the person’s speech patterns. Wait for the person to complete a word or thought. Do not finish it for the person.

32. Service Animal The Americans with Disability Act of 1990 requires hospitality providers and other business to modify their practices, policies, and procedures to accommodate the use of service animals by persons with disability.

33. Service Animal, cont’d. Service animals include any guide dog or other animal individuals trained to provide assistance to an individual with a disability. They perform some of the functions and task that the individual can not perform for him/herself.

34. Guidelines for Servicing Guests with Service Animals: Don’t pet or distract a guide dog. The dog is responsible for its owners safety and is always working. It is not a pet. Don’t feed the service animal or distract it with sound or gestures. People using service animals should not be separated from other individuals in the facility. People using service animals should not be charged fees or deposits that are charged to other traveler with animals.

35. Question on Service Animals Question: How do you know that the animal is a service animal and not just a pet? Class Discussion Answer: Most dogs wear a vest, harness, or tags indicating that the dog is a service animal. If you are not sure, you can always ask. Owners usually carry proof of their disability and their need for the assistance of a service animal.

36. One Last thing to remember: Comments from people with a disability “Use some common sense.” “We want you to understand our communication just as much a you want to understand us.” “Just interact with the person…talk to them, get to know them. You might find out a lot of interesting things.” “Do not ignore us.”

37. Thank you This concludes this presentation on: Breaking Down Barriers Achieving Great Service for Guest with Disabilities