دسترسی برابر به خدمات مهمان نوازی برای مهمانان با معلولیت تحت قانون آمریکایی های معلول: مفاهیم برای صنعت مهمان نوازی

The hospitality operator's obligation to comply with the ADA has provided the necessary impetus to ensure that hospitality services are provided in a non-discriminatory manner. The ADA requires modification of hospitality policies and procedures to ensure that guests with disabilities are provided services in a manner equivalent to those provided to able-bodied guests. This article provides the hospitality operator with a framework for training front-line employees and offers recommendations for analyzing how current policies and procedures could be modified in a way that limits potential liability as well as more effectively meets the needs of guests with mobility impairments.

Over 15 years since passage of the Americans with Disabilities Act of 1990 (ADA), hospitality service providers continue to experience challenges in how to effectively meet the needs of guests with disabilities during the hospitality service experience. While “the situation in the United States and Canada for travelers with disabilities can be considered one of the best in the world” (Flores, 2006, p. 59) in terms of accessible hospitality facilities, it can be persuasively argued that, in the United States, the hospitality service provider's obligation to comply with the ADA has provided the necessary impetus to ensure that facilities are accessible and services are provided in a non-discriminatory manner. Moreover, there is an emerging recognition by industry professionals that the scope of the ADA is not limited to facility accessibility alone but also mandates equal access to hospitality services.

It is well recognized that lack of training is one of the major barriers in the hospitality industry to meeting the needs of guests with mobility impairments, but according to Vladimir (1998), sensitive and willing employees with a positive attitude and strong interpersonal skills can accomplish a great deal to overcome barriers. This article provides the hospitality operator with a comprehensive framework for training employees with the goal of ensuring the guest is both aware of any specific accommodations that will be available and is cognizant of any specific goods and services the hotel is not equipped to provide. The article also provides hospitality operators with recommendations for analyzing current policies and procedures and modifying them in a way that eliminates the potential for discrimination in the delivery of services to guests with mobility impairments. Ideally, by modifying the policies and procedures to prevent discrimination towards guests in the delivery of services and by training employees using the framework provided, direct contact of the front-line employees with guests with disabilities will occur in such a way that direct managerial oversight is not necessary. This goal would likely be achieved because the information communicated to guests in advance of their stay managed the guests’ expectations of the levels of accessibility of the hotel property. With proper training, each employee would have a thorough understanding of the policies, understand how to modify those policies for guests to ensure equal treatment in the delivery of goods and services, and understand the role they play in implementing these policies to allow the operation to run seamlessly. While this goal may seem ambitious, it can be accomplished with well-conceived policies, clear communication between all parties, and thorough training of staff which covers product knowledge and the specialized needs of guests with mobility impairments.