Title: Describe accommodations for guests with disabilities.
Course: Hospitality, Recreation, and Tourism II (16999-II) > Section: Fulfilling the Responsibilities of the Rooms Division and Lodging Facilities Operations

Description should include

- problem-solving and communication skills to address the needs of guests
- specific building features to meet access needs (e.g., ramps, automatic doors, bathroom facilities, pool, exercise equipment)
- Americans with Disabilities Act (ADA)-mandated accommodations
- universal design vs. retrofitted accommodations.

Process/Skill Questions:

Thinking

- What are the laws and regulations that protect the rights of those with disabilities and ensure that facilities are accessible?
- What physical difficulties can front-desk employees alleviate for a customer?

Communication

- How can front-desk employees communicate special considerations available to a customer with disabilities?
- How can a person securing reservations be sure to address the needs of a customer with disabilities?

Leadership

- What role should leaders play in ensuring the needs of customers with disabilities are met?
- What kind of training should leaders offer employees who interact with customers?

Management

- How does management ensure compliance with the most current legislation?
- How can management train staff to be equitable in the way they treat guests with disabilities?