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  • ADA Compliance

  • People with Disabilities: Communicating Effectively with Your Hotel Guests

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

  • Communication is critical in determining how to better serve customers and it serves as a tool to retain customers. It determines what a customer needs in terms of service to enable them to receive the quality of service the hotel/motel can deliver while they are guests. It begins once reservations are made in the initial phone call and the scheduling of a room assignment. The person servicing the phone call has to be able to listen to the potential guest and determine what their unique needs may be. Once a person mentions they have a disability and requires specific accommodations, the reservationists' job is to communicate in such a way as to identify the individuals' unique needs.

    Being effective in addressing the unique needs of people with disabilities who will make reservations; staff have to advocate for the potential guest in ways they would advocate for themselves. Putting oneself in another's' shoes may be a way to better serve and provide a quality service to all guests. Training staff on how to address issues of accessibility and accommodations is a must in order to better serve the unique needs of persons with disabilities. Advocating for guests with disabilities is a way ...

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Ellen L. Shackelford
Ellen L. Shackelford
Ellen L. Shackelford
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Coming Up In The March Online Hotel Business Review

"Hotel Business Review offers weekly articles for hotel management and operation and discussion on emerging growth markets."
Feature Focus
Hotel Human Resources: The Biggest Challenges
The economic challenges of the past four years have led many hotel companies to re-examine the ways in which they do business and how they deploy talent. In many cases, the work did not go away and fewer people were left to carry on the tasks that had previously been shared among many. As we work our way out of the recession and look forward to a healthier economic environment, there is an understanding that despite recovering business levels, we may never see the return of former staffing levels. This "new norm" of operating with leaner teams has led Human Resources professionals and people managers to look at career development and growth opportunities in a new light. The March Hotel Business Review will take a look at some of the strategies being used by successful hotel brands, and techniques human resource directors are currently exploring.
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"Applying Consumer Marketing Best Practices to Employee Loyalty"
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"How Incentives are Changing to Keep Existing Staff Motivated?"
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PLUS: Mobile Technology - Attracting & Retaining Top Talent - Education - Employee Engagement - Employment Claims & Litigation - Employment Contracts - HR Management.