DBTAC: Mid-Atlantic ADA Center - Hotel Customer Service Training Package

Hotel Customer Service Training Package

TRAINER TOOLS
This section contains tools for trainers to use when conducting this training.

Hotel Customer Service PowerPoint
(PowerPoint), (Word for Braille), (Text only)
This PowerPoint presentation is designed to facilitate a 40-minute training for "front line" hotel staff called Customer Service and the ADA.
Hotel Customer Service & the ADA Script
(Word), (Word for Braille), (Word - Large Print), (Text only)
This suggested script was developed to assist trainers in using the PowerPoint presentation. It contains pictures of each PowerPoint slide and a sample script to use for each slide and activity.
Using Hotel Script
(Word), (Word for Braille), (Word - Large Print), (Text only)
This document contains instructions for trainers who are using the script, including an explanation of symbols used and the organization of the training.
Hotel Customer Service FAQ
(Word), (Word for Braille), (Word - Large Print), (Text only)
This list of questions training participants are likely to ask was developed as a tool for trainers. It provides a list of frequently asked questions along with possible answers.

OUTCOMES AND REPORTING
This section contains documents related to measuring short-term outcomes and reporting data.

Hospitality Short Term Evaluation
(Word), (Word for Braille), (Word - Large Print), (Text only)
This short-term evaluation tool is used by the DBTAC for all hospitality trainings. You may want to use this or modify it to fit your needs. On the form, red text [example] indicates areas which should be customized for each training.
Hospitality Training Attendance Sign-In
(Word), (Word for Braille), (Word - Large Print), (Text only)
This sign-in sheet is for all participants to sign as a record of their attendance at the training as well as to give you an accurate count of the training participants.

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

Access to Hotels
(PDF), (Word for Braille), (Word - Large Print), (Text only)
In Spanish (PDF), (Word for Braille), (Text only)
This is a PDF version of a small brochure we developed to hand out to all hotel staff who attend the training. It outlines customer service tips, disability etiquette, and other important information.
Access to Restaurants
(PDF), (Word for Braille), (Word - Large Print), (Text only)
In Spanish (PDF), (Word for Braille), (Text only)
Similar to the hotel brochure, this PDF shows the brochure developed for restaurant staff attending the Customer Service training.
Hotel Resource List
(PDF), (Word for Braille), (Word - Large Print), (Text only)
This resource list was developed to give hotels additional information on customer service and accessibility. We found it most applicable only to managers attending the training, rather than all staff.
Restaurant Resource List
(PDF), (Word for Braille), (Word - Large Print), (Text only)
This document was developed to share additional resources related to customer service and accessibility for restaurants. We found it most applicable to managers attending the training, rather than all staff.
Signs of Hospitality
(PDF), (Word for Braille), (Word - Large Print), (Text only)
This poster was developed to show hotel and restaurant staff some basic American Sign Language signs that would be relevant in a hospitality setting. We typically give one or two to each property we train at with the suggestion that they hang it in a break room or other common staff area.
Talking About People with Disabilities
(Word), (Word for Braille), (Word - Large Print), (Text only)
This handout we have typically given to all training participants. It provides an outline of appropriate and inappropriate terms for referring to people with various types of disabilities.
*** FOR A LIMITED TIME you may order printed copies of the above handout materials from the DBTAC: 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 ADAtraining@transcen.org. ***

PICTURES AND OBJECTS TO PASS AROUND
This section contains pictures or objects which can be passed around during the training for participants to view and/or "handle."

ASL Pictures
(Word), (Picture Description - Word)
This document shows pictures of the three signs participants will be taught during the training. Having the visual reinforcement can aid in learning. We have typically placed this document in a page protector and passed it around the room.
Communication Board Pictures
(Word), (Picture Description - Word)
This shows pictures of two types of communication boards - one with letters and numbers, one with pictures. We typically have put these two pages back-to-back in a page protector and passed it around.
Tactile Sign Sample Pictures
(Word), (Picture Description - Word)
This document shows photos of a tactile sign sample we pass around during our trainings. A similar sample, with raised lettering and Braille, can be purchased at your local hardware store. Passing this around allows participants to feel the tactile signage and gain a better understanding of its importance for people with vision disabilities.
TTY Pictures
(Word), (Picture Description - Word)
This shows two pictures of a TTY (teletypewriter). One shows the TTY alone, the other with the phone on the cradle. WE typically put these two pages back-to-back in a page protector and pass it around for participants to see. Having a TTY to display during the training is also helpful.