Ms. Shackelford

ADA Compliance

People with Disabilities: Understanding & Embracing the Hotel Guest

By Ellen L. Shackelford, President, Connections Access Consulting Services, LLC (CACS)

Upon arrival at a hotel is the time for staff, greeters, bellman, and management to welcome all guests with open arms. When people travel away from home, they want not only to feel a since of security once they reach their destination, but a warm inviting welcome as they do when they are in their own comfort zone.

It is thought to be a normal human behavior to be kind, sensitive, caring, and helpful, which is what we have all learned in grade school. However, since there are such a multitude of different people in this country with all types of behaviors and attitudes, it's difficult to become accustomed to all of them. What's even worse is when people of differences have disabilities. There are an estimated 54 million people living in this country with a disability, and unfortunately this number will rise daily, as people experience all types of things which cause them to be diagnosed with having a disability; whether it's through accident, injury, disease or birth.

They'll be from all races and walks of life, and economical backgrounds; all will have different behaviors, likes, dislikes, and needs. No matter the differences anyone has, we all face the same challenges and needs which is part of our human nature. Despite ones physical being, people with disabilities like ones without travel at some point or time. No matter where people travel, they typically want to feel included, accepted and welcomed.

One of the main issues for people with disabilities when they travel and interact in communities is the factor of inclusion. Travelers with disabilities continue to be overlooked as a valued customer in the service industries. Businesses should begin to notice the spending power of Americans with Disabilities is more than a Trillion dollars in aggregate income (U.S. Census Bureau - www.census.gov ). People with disabilities have income, they travel, shop, work, own businesses, own homes, give to charities, etc. They too are worthy of receiving courteous extended customer service from the hotel industry.

I travel often and enjoy staying in 5 star hotels. Just recently traveling to Charlotte N.C., I chose to stay in one of these highly rated hotels, which I assumed would provide the customer service as advertised. However, it was the total opposite of what was received. Upon arrival of the establishment, I was greeted by the valet parking attendant. He seemed to be very helpful and sensitive of my unique needs, once I told him it was necessary for me to direct him on how to serve me, for I had to pull my wheelchair out of the car and put it together before I was able to exit my vehicle; in addition, it would take some time with the process. Unfortunately, it seemed as though he was becoming anxious and irritated, for there were other guests getting out of their automobiles looking for someone to park their cars too. There were quite a few guests who needed assistance and room to pull to the front door, so their luggage could be unpacked from there vehicles; my car had taken up some space, for the drivers side door was opened for some time, while I was trying to put my wheelchair together, so I could get out of the car and close the door.

Instead of this gentleman offering to assist me, he became inpatient and went to help others, who could have waited their turn. My experience for this hotel began at the front door. Needless to say, he never came back to assist me. Another attendant approached my vehicle and proceeded to unpack my back seat where I had my luggage. He asked me for my keys, name and how many nights I would be staying at the hotel. Once I approached the door to enter the building, the power- assisted doorknob was inoperable. Therefore, it would have been necessary to physically pull the door open, but since there was another attendant at the door, I assumed he would open the door from the other side.

Common courtesy appeared to be a missing behavior from these attendants. My assumptions were the opposite of what I expected from these staff members of this highly rated hotel. Once more the matter continued on the inside of the hotel. The front desk was unbelievably higher than the Americans with Disabilities Act of 1990 (ADA), Federal guidelines intends. The appropriate height according to those guidelines is as follows: 36" above the finished floor (AFF); anything higher, the attendant must make reasonable accommodations, for the guest to sign any required document upon checking in. Because of the inappropriate height, which exceeded the ADA guideline height; I certainly did not feel welcomed nor did I feel like a valued guest.

It was my choice to stay at this hotel, and even though it was uninviting beginning at the front door, it was necessary for me to remain a guest there for the duration. My position there for the time I spent in the hotel, was to educate the staff on some things they could do to improve while offering assistance to travelers with disabilities. Often people are willing to offer assistance, but other occasions the uncertainty arises; which cause them to become frustrated and unable to offer the needed assistance travels with disabilities often need.

Because of the number of estimated people with disabilities at a growing rate and the economic ability these individuals have in spending power, there are going to be more travelers with disabilities occupying hotels in large numbers, but in order for the industry to be able to accommodate there needs, there are some rules to follow when including them as welcomed guests. Here are some suggested guidelines for staff when interacting with and greeting travelers with disabilities:

1. Offer Assistance: It is a human courtesy to ask people if they need help. People with disabilities are no different in what they need. However, depending on the nature of their disability they may require additional assistance than someone without.

2. Erase Uncertainty: Ask the guest what you can do to assist them. Each person has unique needs and levels of abilities. They will tell you how to assist them. If there is something you don't understand Ask them, this is the time to learn from each other.

3. Extend Customer Service: All guests deserve recognition. Guests with disabilities want the same services as all other guests. If the amenities are not inclusive as they are for guests without disabilities, make some adaptations. Such as: when a counter appears to be at a inappropriate height for someone who uses a wheelchair, scooter or someone who is of short stature, make adaptive accommodations, so they too can have eye contact with the person at the service desk.

4. Learn the Commandments of Interacting with People with Disabilities: Contact organizations, or consultants to provide training to all staff on how to interact, greet and offer extended services to travelers with disabilities.

5. Customer Survey: When leaving surveys on the desk in each guest room, provide a checklist for identified guests who have identified their disability on how the hotel staff may offer inclusive services.

Whether a person is traveling with or without a disability, we all want to feel welcomed and included in any social setting. In addition, by offering an embracing customer service to guests and an extended customer service to travelers with disabilities, everyone will have the red carpet experience when staying in a hotel. More over, if the hotel advertises to be a highly rated one, the Welcome Mat approach is expected!

Ellen Shackelford is well aware of the many challenges people with disabilities face daily. She is founder/president of Connections Access Consulting Services, LLC, and is dedicated to a service which will enhance the awareness of the unconscious injustice done to the aging population and Citizens with disabilities. She works so all will be included in social situations. Ellen’s goal is to serve as an advocate by providing education through training and disability awareness programs necessary to address the importance of inclusion in an aging society. Ms. Shackelford can be contacted at 757-827-0783 or ln@cacsllc.info Extended Bio...

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