Lesson 3 - Special Guest Service

All guests, including those that require special attention, should feel included in all of their experiences so they can leave the hotel with a unique memory of their vacation and the desire to return to the establishment for a future stay. All lodging establishments are required to provide individuals with disabilities, under the Americans with Disabilities Act, full and equal access to goods, services, facilities, and accommodations. There are over 50 million Americans that have either a physical or mental disability that limits one or more major life activities. It is the lodging employees goal and job to make sure all guests from a variety of backgrounds feel comfortable and cared for. That is a part of a lodging employees commitment to providing a welcoming and inclusive environment and and great experiences for all guests. Understanding guests’ special needs and how to meet them is what superb guest service is all about.

Remember, all guests are unique in their own way. Some will want more special attention, such as families with children, while others, such as business travelers or newlyweds, may be very busy or simply want more privacy. Lodging employees must learn to recognize which guests require more attentive guest service. There are special segments of guests that frequently have special needs or require special attention. These guests can include but are not limited to international guests, senior travelers, and guests with disabilities such as hearing and sight impairments. You should always ask the guest whether or not assistance is needed before providing it.

Certain guests may require special assistance. Here are some strategies or courtesies that lodging employees use when serving guests with special needs.

Hearing-Impaired Guests:

When serving hearing impaired guests it is important to be in their line of sight and look them directly in the eyes speaking slowly and expressively. Using facial expressions, gestures, and body movements to aid communication when necessary is also important. Use written notes or talk-to-text on your phone (quick method) to communicate with the guest. When on the phone with a hearing-impaired guest, speak clearly and distinctly.

Visually-Impaired Guests:

Upon arrival, make sure to say your name and title along with the names and titles of management in other areas of the hotel. If a guest that is visually impaired asks for directions on or outside of the property, it is vital to give directions using specifics such as, "left 100 feet" or "right 2 yards". Also separating money into bill denominations before giving change would be very helpful. Explaining where items are located can help orient the guest in the right direction, especially when they are trying to become familiar with the establishments' layout.

Senior Guests:

If you have a senior traveler, it is important to show consideration for the extra time it may take the guest to get things done such as check in, moving around the establishment, conversations and questions about their stay. Explaining small print on registration cards, offering baggage assistance and gestures like physically showing them directions to the hotels amenities, are great guest service qualities.

International Guests:

International guests may not be familiar with our currency so inform the guest of available services such as language services and currency exchange. They may not always be hearing or visually impaired so speaking at a normal level, but slowly and clearly, avoiding slang is best.