How can you equip your guest service team to handle guests with hearing impairments?

1 Know the basics

The first step is to familiarize yourself and your team with some basic facts and terms related to hearing impairments. For example, you should know the difference between deaf, hard of hearing, and hearing loss, and how to use them appropriately. You should also learn about the different types of hearing devices, such as hearing aids, cochlear implants, and assistive listening systems, and how they work. Additionally, you should be aware of the common communication methods used by people with hearing impairments, such as sign language, lip reading, writing, and gestures.

3 Speak clearly and calmly

When communicating verbally with guests with hearing impairments, you should speak clearly and calmly, without shouting or mumbling. You should also face the guest directly, maintain eye contact, and avoid covering your mouth or turning your head. If the guest is using a hearing device, you should speak into their preferred ear or microphone. If the guest is lip reading, you should articulate your words without exaggerating or overemphasizing them. You should also use simple and concise language, avoid jargon and slang, and repeat or rephrase if necessary.

4 Ask and listen

One of the best ways to provide excellent guest service is to ask and listen to the guest's needs and preferences. You should not assume that all guests with hearing impairments have the same challenges or expectations. You should ask the guest how they prefer to communicate, what kind of assistance they need, and how you can make their stay more comfortable and enjoyable. You should also listen attentively and respectfully to their feedback and suggestions, and acknowledge and appreciate their input.

5 Be flexible and creative

Finally, you should be flexible and creative when dealing with guests with hearing impairments. You should be ready to adapt to different situations and scenarios, and use different tools and techniques to facilitate communication and service. You should also be open to learning new skills and methods, such as sign language or captioning, and seek guidance from experts or colleagues if needed. You should also be creative in finding ways to surprise and delight your guests, such as offering personalized amenities, discounts, or experiences.

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?