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Service for Guests with Disabilities Video Reflects New ADA Requirements

  • Published: 2011-10-15 : Author: American Hotel & Lodging Association
  • Synopsis: Service for Guests with Disabilities video shows employees how to confidently and respectfully deliver great service to guests with disabilities.

Main Document

The American Hotel & Lodging Educational Institute (EI) has created a new video training program, Enabling Independence: Service for Guests with Disabilities, to show employees how to confidently and respectfully deliver great service to guests with disabilities.

The 33 minute DVD training program provides information on new Americans with Disabilities Act (ADA) Title III non-discrimination requirements that went into effect in March 2011.

The video, which is presented in English and Spanish, shares practical guidelines for recognizing a disability, effectively communicating with people with disabilities, offering appropriate accommodations that meet their needs, and respectfully assisting them during their stay as well as during emergency situations.

This program highlights the unique needs of guests with various disabilities. It also stresses the need for employees to understand their property's services and accommodations so they can offer the appropriate services to guests.

It also covers expanded ADA requirements regarding power-driven mobility devices, service animals, and practical steps employees can take to ensure the safety and satisfaction of guests with disabilities.

The Enabling Independence video program comes with a leader's guide (in English) with discussion questions, practice activities to help employees understand the guest's perspective and identify property-specific services, an accomplishment checklist, and an optional 10-question quiz. A companion learner's guide is available in side-by-side English and Spanish.

Subject matter experts who contributed to the development of this program include Mark Boccia, senior director, Global Operations Training for Marriott International; and Chris Canizaro, manager, Global Operations Design & Development for Marriott International. Minh N. Vu, national ADA Title III practice team leader and partner in the Labor and Employment Department, Seyfarth Shaw LLP, also contributed to the video script and accompanying print materials.

Enabling Independence: Service for Guests with Disabilities is available for $219.95 for AH&LA members and $264.95 for nonmembers.

To order, visit www.ahlei.org or call 800-752-4567 or 517-372-8800. Outside the U.S. and Canada, call 407-999-8100.

Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging Association, the Educational Institute's mission is to support AH&LA by becoming the preferred provider to the lodging industry, hospitality schools, and related hospitality industries both domestically and internationally by developing and providing quality resources to train, educate, and certify hospitality professionals.

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