Expanding Your Market: Accessible Customer Service Practices for Hotel and Lodging Guests with Disabilities

Communication

Hotel team members who have direct contact with guests should be prepared and ready to communicate with customers with disabilities. When telephone calls are received from a deaf person using a TTY or relay service, the call should be answered promptly and appropriately. When a guest with a disability arrives, hotel staff should talk to the customer with a disability rather than to her companion. Front-line employees must be informed and attentive to details related to guests with disabilities.