Hotel Customer Service and the ADA Developed by the DBTAC: Mid-Atlantic ADA Center 1

Disability and Business Technical Assistance Centers 10 regional centers providing: Information Technical assistance Materials Newsletters Training Toll-free number: Voice/TTY Website: 2

What is the ADA? Americans with Disabilities Act, passed in 1990 Prohibits discrimination against people with disabilities by a variety of entities, including private businesses, such as hotels and restaurants Goal: The full inclusion of people with disabilities in all aspects of American society 3

ADA Quiz 4 How many people with disabilities are there in the United States?

Answer At least 51 MILLION 5

Buying Power of People with Disabilities Discretionary Income in Billions of Dollars $112$176$750 6

Why was the ADA needed? Think back to before 1990… There were far fewer curb cuts Most hotels and restaurants were not accessible People with disabilities were rarely seen in advertisements and TV shows Interpreters were rarely used at public events There were few team sports for people with disabilities People with disabilities were excluded from many activities due to barriers 7

Examples of Accessibility Accessible hotel rooms TTYs, flashing alert signals Accessible parking and entrances Accessible self-service stations Accessible restrooms Assistance with reading, navigating Writing notes to communicate 8

Brainstorm Accommodations DISABILITY Mobility impairment/ Wheelchair user Blindness Deafness Psychiatric disability Intellectual disability Diabetes Learning disability Short stature ACTIVITY Stay overnight Dine in restaurant Attend party or event Attend meeting or conference Patronize bar/lounge Use pool and/or fitness center 9

Guest who is Deaf/Hard of Hearing Write notes back and forth Speak clearly and don’t cover your mouth Use gestures and body language If someone is interpreting for the guest, speak directly to the Deaf person, not to the person interpreting 10

Telephone Relay System 11 An operator relays telephone conversations for people who are Deaf, hard of hearing, or have speech impairments

Guest who is Blind/has Low Vision Provide print information in large print, Braille, or electronic formats Read menus or documents to the guest Orient the guest to the hotel, including the lobby, their room, and all areas in and around the hotel Assist with finding signature line on guest checks, registration forms, etc. Offer to trim a corner off a key card so the guest knows which way to put it in the door. 12

Being a “Sighted Guide” Images Copyright © 2006 Earl Dotter and American Foundation for Blind 13

Guest Using a Wheelchair Ask if guest needs an ADA-compliant room (wide doors, grab bars, accessible bathroom) Do not lean on a person’s wheelchair while talking to them If your counter is too high, use another location with a lower surface if possible or go around and give documents to the guest on a clipboard 14

Guest with a Speech Disability Don’t pretend you understand Ask the person to repeat what was said Be willing to write notes back and forth Do not shout or raise your voice If the person uses a computer to talk, continue to have a normal conversation Picture Communication Symbols© by Mayer-Johnson LLC. All Rights Reserved Worldwide. Used with permission. Boardmaker™ is a trademark of Mayer-Johnson LLC., P.O. Box 1579, Solana Beach, CA 92075,

Guest with an Intellectual Disability Don’t make assumptions about what the person can or cannot do Explain things clearly and be willing to repeat, if asked 16

Guest with a Service Animal The ADA requires you to allow service animals throughout the hotel even if you have a “no animals” policy Service animals are working animals and you should not pet or distract them People with all types of disabilities use various types of service animals Identify areas outside where service animals can relieve themselves 17

Making Accessible Rooms “Usable” – Wheelchair Users Leave showerhead near faucet where reachable Be sure all items in the room are reachable from a seated position. For example: 18 Lamps Phones Coffee pot Alarm clock/radio Iron Ironing board Blankets Computer cords Towels Hair dryer Toiletries Showerhead

Wheelchair Accessible Bathroom 19

Things to Consider for Accessible Rooms Adding power strips to ensure that outlets are accessible Placement of furniture to allow wheelchair access to all areas of the room Provide a card explaining why things are a bit different from standard rooms 20

Accessible Guest Room 21

Provide as much information about the room and its features as possible. o Thermostat o Phone and TV remote control o Outlets o Internet access o Toiletries o Drape cords or rods Making Guest Rooms “Usable” – Guests who are Blind 22

Making Guest Rooms “Usable” – Guests who are Deaf Have equipment available for making guest room accessible for a Deaf guest o TTY o Vibrating alarm o Doorbell and telephone alert signals o Volume control for phone Assist Deaf guest in hooking up and using equipment. 23

Disability Etiquette Review Never lean on a person’s wheelchair Identify yourself when speaking with a person who is blind or visually impaired Speak directly to the person, not to an interpreter or companion Never make assumptions – ask if they need help Shake hands as you would with anyone else THINK: CUSTOMER 24

Talking about Disability Avoid terms like “the disabled.” Instead say “people with disabilities.” Avoid the word “handicapped.” Instead say “person with a disability” or “accessible” (if referring to parking, rooms, etc.). 25

Talking about Disability, cont. Do not say “wheelchair bound” or “confined to a wheelchair.” Instead say “person who uses a wheelchair” or “wheelchair user.” Wheelchair bound? 26

Scenario Someone calls your hotel and asks if it is accessible for people with disabilities. What would you say? 27

The “Bottom Line” WHEN YOU MEET A PERSON WITH A DISABILITY, THINK: CUSTOMER! 28

Tax Incentives Architectural /Transportation Tax Deduction Disabled Access Credit Work Opportunity Tax Credit State Tax Credits

Tax Incentives Tax Deduction: – All Businesses – Removal of physical, structural, and transportation barriers – Maximum of $15,000 per tax year

Tax Incentives Disabled Access Credit – Small Businesses, defined as a business that has 30 or fewer employees – OR – $1 million or less in gross receipts from the previous year

Tax Incentives Disabled Access Credit – Removal of barriers to comply with the ADA – Barrier removal: Sign language interpreters Braille documents Building ramps

Tax Incentives Disabled Access Credit – After the expenditure of $250 – 50% of the next expenditures between $250 and $10,250 eligible for credit – Maximum of $5,000

Tax Incentives Work Opportunity Tax Credit – Employers – Encourages the employment of targeted groups SSI Recipients Vocational rehabilitation referrals Maximum $2,400

Tax Incentives State Tax Credits Many states offer additional tax incentives Contact your local state tax office for information

Tax Incentives Resources: ktips/tax.pdf ktips/tax.pdf

For More Information… 37 Contact us: DBTAC: National Network of ADA Centers National toll-free number: V/TTY ( ADA) Funding provided by the National Institute on Disability and Rehabilitation Research (NIDRR), U.S. Department of Education