- Ensure that hotel staff are familiar with the accessible features of the property, and the language to use.
- When taking bookings by phone, fax, e-mail or letter, say: "Please advise us of any access needs that you have in order that we can provide the appropriate service."
- Repeat back to the guest the information that has been given, and note the requirements to ensure that they are complied with.
- Be honest about facilities, and consider offering alternatives if full access is not available.
- Provide a knowledgeable point of reference in the business so that queries about facilities for disabled guests are answered accurately, not off the cuff.
- When the guest arrives, say: "When booking, you informed us that you needed an accessible facility. Are there any ways we can help you?"
Advice from the British Hospitality Association
For more help on preparing for the Disability Discrimination Act, come to Caterer's breakfast seminar on 15 September. Telephone 020 8652 3485 or e-mail lisa.jenkins@rbi.co.uk for more information.