By Elizabeth Johnson, Public Relations Manager Guests with disabilities rank accurate information about disability-accessible accommodations second only to accessible showers and larger bathrooms, according to a recent guest survey conducted by U.S. Franchise Systems, Inc. and its Microtel brand properties. Such information has made quite an impact at USFS, where President and CEO Mike Leven has launched an initiative to make Microtel the preferred hotel chain for people with disabilities. The goal of the program is to teach employees to be courteous and sensitive while allowing travelers with disabilities to maintain their independence and dignity. We want employees to treat every guest with the same level of quality service, says Fox. 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.