One of our Ten Commandments is to place the person before the disability. Every traveler has unique needs. It s up to us to meet those needs, whatever they are. To increase firsthand knowledge, employees take property tours to see and test all of the features in accessible rooms. It s easier for our front desk staff to describe our accessible rooms if they ve actually seen and tried them, Fox explains.
Employees also experience what it is like to maneuver through the hotel with a disability.
We put them in a wheelchair and have them try to reach items or open heavy doors, Fox explains. Blindfolds, earplugs, and taped hands enable employees to experience sight impairments, deafness, and severe arthritis. This exercise creates empathy for guests with disabilities and makes employees aware of what assistance guests may require. Ask guests with disabilities if they need your help. Don t just grab an arm or push a wheelchair.