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Standard Operating Procedure Radisson Blu Resort Split,

Croatia

028 Guests with disabilities Sita code: SPUZR

Department
Front Office Chapter: 1
issuing:
Approved
Issued By: FOM Mr. Schaefer Date: July2010.
By:

Signature: ________________ Signature: ________________

Primary Objectives

To provide a first class professional service to guests with disabilities.

Information and Procedure

Courtesy is the key to giving excellent service to all.


- Offer to help, but dont insist.
- Ask questions, rather than assume you know what a person needs.
- Talk directly to the person.
- Be familiar with what the offers people with disabilities, your knowledge will help the person feel
welcomed and wanted.
- Be flexible to meet needs. The person can often help you find a creative way to get over a barrier.
Working together can make your jobs easier.

Mobility impairments (people who have difficulty walking)


- Put yourself at eye level with the person whenever you can. This puts you on equal ground and helps
the person avoid neck or back strain.
- Do not touch or lean on wheelchairs.
- Only push a wheelchair if asked to do so. Push the chair at a normal pace, be careful around corners,
and tilt the chair slightly back toward you to go down ramps or over curbs.
- Hold the elevator, especially for someone in a wheelchair.

Speech impairments (people who have difficulty speaking clearly or easily)


- Be patient. Listen for speech patterns.
- Ask the person to repeat what you do not understand. Its OK if you dont understand; just dont
pretend that you do. If needed, ask the person to show you what he or she is trying to say.
- Talk directly to the person and make eye contact.
- Speak clearly and at a moderate pace. You dont have to talk loudly or slowly.

Visual impairments (people who are blind, have poor vision)


- Give specific and descriptive directions.
- If an offer for help is accepted, offer your left elbow and let the person follow you.
- Describe features of the hotel and objects that might be obstacles, such as stairs, doors, and large
plants.
- When giving change, identify each bill and coin separately.
- If Braille is not available, read written information aloud.
- Let guide dogs concentrate. Do not pet dogs when they are in their harnesses.

Page 1 of 3
Standard Operating Procedure Radisson Blu Resort Split,
Croatia

028 Guests with disabilities Sita code: SPUZR

Department
Front Office Chapter: 1
issuing:
Approved
Issued By: FOM Mr. Schaefer Date: July2010.
By:

Hearing impairments (people who cannot hear at all or cannot hear very well)
- Use a signal to get the persons attention.
- Let the person decide how to communicate.
- If the person has an interpreter, speak directly to the person, not the interpreter.
- If the person reads lips, speak at a moderate pace and use facial expressions. But dont exaggerate or
shout.
- Be sure there is enough lighting for the person to see your face and lips.
- Do not leave out information to hurry up the conversation.

Intellectual disability (people who have a mental disability)


- Communicate with the person as a person first. Treat adults as adults, not as children.
- Use simple, direct language and short sentences.
- Show the person what to do, then ask him/her to show what you did or repeat what you said.
- Be patient and take your time.
- Be positive and encouraging. Give feedback.

Avoid terms such as spastic, crippled, retard, etc.

All guests with disabilities should be listed on the list in the back office, which will be used for
reference in case of emergencies.

Page 2 of 3
Standard Operating Procedure Radisson Blu Resort Split,
Croatia

028 Guests with disabilities Sita code: SPUZR

Department
Front Office Chapter: 1
issuing:
Approved
Issued By: FOM Mr. Schaefer Date: July2010.
By:

Page 3 of 3