Hospitality: Customer Service Training

These materials are designed to facilitate brief (under one hour) training sessions for customer staff in restaurants or places of lodging.

Materials include Powerpoint presentations with slides accompanied by notes and activity suggestions for trainers, as well as various handouts to pass around during the session or to give to participants.

Also included is an "FAQ" (frequently asked questions) document, which may help trainers respond to questions commonly asked by participants.

Addtionally, there are a couple of administrative forms (participant sign-in sheet and evaluation form) that trainers may find helpful in tracking attendance, gathering participants' feedback, and assessing outcomes.

Trainers' Tools

Hotel Customer Service and the ADA
Restaurant Customer Service and the ADA

Answers to Frequently Asked Participant Questions
Answers to Frequently Asked Participant Questions

American Sign Language: Illustrations
American Sign Language: Description of Illustrations

Tactile Room Sign: Illustration
Tactile Room Sign: Description of Illustration

Communication Boards: Illustrations
Communication Boards: Description of Illustrations

Administrative Forms

Hospitality Training Attendance Sign-In Sheet

Hospitality Training Participant Evaluation Form

Handouts

This section contains handouts that are given to the participants for them to keep.

Access to Hotels brochure/Access to Restaurants brochure

These brochures outline customer service tips, disability etiquette, and other important information.
Access to Hotels
Access to Hotels - Word for Braille
Access to Hotels - Large Print
Access to Hotels
Access to Hotels in Spanish
Access to Hotels in Spanish - Word for Braille
Access to Hotels in Spanish

Access to Restaurants
Access to Restaurants - Word for Braille
Access to Restaurants - Large Print
Access to Restaurants
Access to Restaurants in Spanish
Access to Restaurants in Spanish - Word for Braille
Access to Restaurants in Spanish

"Talking about People with Disabilities"

Talking about People with Disabilities
Talking about People with Disabilities

Hotel Resource List/Restaurant Resource List

These lists provide some additional information on customer service and accessibility; they are particularly helpful for owners, operators, and management staff.
Hotel Resource List
Hotel Resource List Word for Braille
Hotel Resource List - Large Print
Hotel Resource List Text

Restaurant Resource List
Restaurant Resource List - Word for Braille
Restaurant Resource List - Large Print
Restaurant Resource List

Signs of Hospitality

This poster illustrates some basic American Sign Language signs that would be relevant in a hospitality setting.
Signs of Hospitality
Signs of Hospitality - Word for Braille
Signs of Hospitality - Large Print
Signs of Hospitality

FOR A LIMITED TIME you may order printed copies of the above handout materials from the Mid-Atlantic ADA Center for a nominal fee. In exchange, we will ask that you share evaluations, feedback, and follow-up contact information with us. To order, contact us at 800-949-4232 (DC, DE, MD, PA, VA, WV) voice/TTY, 301-217-0124 voice/TTY, or by email.