What are the best ways to make your concierge service accessible to guests with disabilities?

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As a hospitality manager, you want to provide the best concierge service to all your guests, regardless of their abilities. Concierge service is not only a way to enhance customer satisfaction, but also a way to show your commitment to accessibility and inclusion. But how can you make sure your concierge service is accessible to guests with disabilities? Here are some tips to help you.

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Waldin Duran, CHIA

Director de Ventas & Marketing | Gerente de Hotel | Influencer Hotelero | Innovación con Inteligencia Artificial |…

1 Train your staff

One of the most important aspects of concierge service is the communication and interaction between your staff and your guests. You need to train your staff to be aware of the different needs and preferences of guests with disabilities, and to use appropriate language, tone, and gestures. For example, you should teach your staff to ask guests if they need any assistance, rather than assuming or insisting; to speak clearly and directly to guests who are deaf or hard of hearing, rather than to their companions or interpreters; and to avoid touching or moving guests' mobility aids or service animals without permission.

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Waldin Duran, CHIA

Director de Ventas & Marketing | Gerente de Hotel | Influencer Hotelero | Innovación con Inteligencia Artificial | Keynote Speaker | Liderazgo en Operaciones Hoteleras
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In tailoring concierge service for guests with disabilities, it's key to instill a service ethos that emphasizes offering assistance rather than making assumptions. Staff should be trained to approach situations with an offer of help, asking guests how they can best assist them, rather than presuming their needs. This approach not only respects the autonomy of guests with disabilities but also fosters a more attentive and personalized service environment, reflecting a deep commitment to understanding and meeting the unique needs of each guest.

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2 Offer multiple channels

Some guests with disabilities may prefer to contact your concierge service through different channels, such as phone, email, text, or chat. You should offer multiple options for your guests to reach out to your concierge service, and make sure they are clearly displayed and accessible on your website, app, or in-room materials. You should also ensure that your channels are compatible with assistive technologies, such as screen readers, speech recognition, or magnifiers.

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Waldin Duran, CHIA

Director de Ventas & Marketing | Gerente de Hotel | Influencer Hotelero | Innovación con Inteligencia Artificial | Keynote Speaker | Liderazgo en Operaciones Hoteleras
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In enhancing concierge service accessibility, integrating a variety of communication methods tailored to diverse needs is crucial. This approach involves not just offering multiple channels like phone, email, or chat, but also ensuring they seamlessly integrate with various assistive technologies. By doing so, you cater to the individual preferences and requirements of guests with disabilities, showcasing a deep understanding of accessibility beyond mere compliance. This proactive strategy demonstrates a commitment to inclusivity, ensuring every guest feels equally valued and effortlessly connected.

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3 Provide accessible information

Your concierge service should be able to provide accurate and up-to-date information about your property and the surrounding area, as well as recommendations and reservations for activities, attractions, and restaurants. You should make sure that your information is accessible to guests with disabilities, by using plain language, large fonts, high contrast, and alternative formats, such as audio, video, or braille. You should also include accessibility information about the places you recommend or book for your guests, such as the availability of ramps, elevators, restrooms, or menus.

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Waldin Duran, CHIA

Director de Ventas & Marketing | Gerente de Hotel | Influencer Hotelero | Innovación con Inteligencia Artificial | Keynote Speaker | Liderazgo en Operaciones Hoteleras
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For accessible concierge information, consider innovative approaches like virtual reality (VR) tours of your property and surroundings, offering guests with disabilities a vivid, interactive preview. Employ augmented reality (AR) apps to help them navigate the property and local area with ease. Additionally, include detailed accessibility guides for local attractions, potentially collaborating with them for more immersive, accessible experiences. These forward-thinking strategies not only enhance accessibility but also offer an engaging, modern experience for all guests.

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4 Solicit feedback

One of the best ways to improve your concierge service and make it more accessible to guests with disabilities is to ask for their feedback. You should invite your guests to share their opinions and experiences with your concierge service, either during or after their stay. You should provide accessible and convenient ways for your guests to give feedback, such as surveys, comment cards, or online reviews. You should also thank your guests for their feedback, and follow up on any issues or suggestions they raise.

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Waldin Duran, CHIA

Director de Ventas & Marketing | Gerente de Hotel | Influencer Hotelero | Innovación con Inteligencia Artificial | Keynote Speaker | Liderazgo en Operaciones Hoteleras
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Actively seek feedback from guests with disabilities. Provide various accessible means like surveys or comment cards for them to share experiences and suggestions. This feedback is crucial for understanding their needs and enhancing service quality. Acknowledge and act on their input to demonstrate a commitment to continuous improvement and inclusive service.

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5 Partner with experts

Another way to make your concierge service accessible to guests with disabilities is to partner with experts who can help you design, implement, and evaluate your accessibility policies and practices. You can seek advice from organizations that specialize in accessibility and disability rights, such as the American Association of People with Disabilities, the National Center on Disability and Journalism, or the World Institute on Disability. You can also collaborate with local disability groups, advocacy groups, or service providers, who can offer insights and resources for your concierge service.

By following these tips, you can make your concierge service accessible to guests with disabilities, and create a more welcoming and inclusive environment for everyone. You can also benefit from increased customer loyalty, reputation, and revenue, as well as compliance with legal and ethical standards.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to make your concierge service accessible to guests with disabilities?

1

2

3

4

5

6

1 Train your staff

2 Offer multiple channels

3 Provide accessible information

4 Solicit feedback

5 Partner with experts

6 Here’s what else to consider

Hospitality Management

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What are the best ways to make your concierge service accessible to guests with disabilities?

1

2

3

4

5

6

1 Train your staff

2 Offer multiple channels

3 Provide accessible information

4 Solicit feedback

5 Partner with experts

6 Here’s what else to consider

Hospitality Management

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