Hotel Customer Service and the ADA

Developed by the DBTAC: Mid-Atlantic

ADA Center

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Disability and Business Technical Assistance Centers

10 regional centers providing:• Information• Technical assistance• Materials• Newsletters• Training• Toll-free number: 1-800-949-4232 Voice/TTY• Website: www.adata.org

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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

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ADA Quiz

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How many people with disabilities are there in

the United States?

Answer

At least

51 MILLION

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Buying Power of People with Disabilities

$0

$100

$200

$300

$400

$500

$600

$700

$800

Boomers PWD Teens

Discretionary Income in Billions of Dollars

$112$176$750

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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

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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

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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

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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

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Telephone Relay System

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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.

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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

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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©1981-2007 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, 858-550-0084

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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

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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

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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:

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•Lamps•Phones•Coffee pot•Alarm clock/radio

•Iron•Ironing board•Blankets•Computer cords

•Towels•Hair dryer•Toiletries•Showerhead

Wheelchair Accessible Bathroom

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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

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Accessible Guest Room

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Provide as much information about the room and its features as possible. o Thermostato Phone and TV remote controlo Outletso Internet accesso Toiletrieso Drape cords or rods

Making Guest Rooms “Usable” – Guests who are Blind

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Making Guest Rooms “Usable” – Guests who are Deaf

Have equipment available for making guest room accessible for a Deaf guesto TTYo Vibrating alarmo Doorbell and telephone alert signalso Volume control for phone

Assist Deaf guest in hooking up and using equipment.

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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

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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.).

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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?

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Scenario

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

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The “Bottom Line”

WHEN YOU MEET A PERSON WITH A DISABILITY,

THINK: CUSTOMER!

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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 interpretersBraille documentsBuilding 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

groupsSSI RecipientsVocational rehabilitation referralsMaximum $2,400

Tax Incentives

State Tax Credits

Many states offer additional tax incentives

Contact your local state tax office for information

Tax Incentives

Resources:http://www.adainfo.org/publications/quic

ktips/tax.pdfwww.ada.gov/taxpack.htmwww.irs.ustreas.gov/formspubs

For More Information…

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Contact us:DBTAC: National Network of ADA Centers

National toll-free number:

800-949-4232 V/TTY

(800-9494-ADA)

www.adata.org

Funding provided by the National Institute on Disability and Rehabilitation Research (NIDRR), U.S. Department of Education