Concierges are the frontline of hospitality, providing personalized and attentive service to guests. But how can you train them to recommend for guests with special needs or disabilities? In this article, you will learn some tips and best practices to help your concierges create inclusive and accessible experiences for all your guests.
The first step to train your concierges to recommend for guests with special needs or disabilities is to know your guests. This means understanding their preferences, expectations, and requirements, as well as being aware of the diversity of needs and disabilities among your guests. You can use guest profiles, feedback forms, reservation systems, and direct communication to collect and update this information. You can also train your concierges to ask open-ended and respectful questions to learn more about your guests' needs and interests.
The article rightly highlights the importance of knowing our guests, especially those with unique needs. By doing so, we can tailor our services to truly meet their expectations. Imagine a concierge at a luxury resort who, after a day of skiing, offers a wheelchair accessible lift ticket to a guest with mobility issues. Or a hotel staff member who speaks sign language, allowing a deaf guest to feel more included. These small gestures make a big difference in the overall guest satisfaction and loyalty. It's not just about the initial accommodation; it's about providing a seamless experience throughout the guest's stay. By integrating technology, like voice-activated controls and concierge bots, we can enhance the guest experience further 5.
Antes de tudo, saiba que pessoas com deficiências s?o pessoas antes de terem uma deficiência. E nada que você aprender sobre uma determinada condi??o será regra absoluta para toda e qualquer pessoa com aquela condi??o. Cada pessoa é única, inclusive na forma de vivenciar uma condi??o fora do padr?o. Ent?o, sempre pergunte se sua ajuda é necessária. Em caso afirmativo, como deve ser oferecida. E escute com aten??o a resposta, sem tentar ensinar a pessoa sobre a condi??o dela.
The second step to train your concierges to recommend for guests with special needs or disabilities is to know your resources. This means being familiar with the accessibility features and services of your property, as well as the local attractions, activities, and transportation options that are suitable for your guests. You can use checklists, maps, guides, and online tools to identify and evaluate the accessibility and availability of these resources. You can also train your concierges to network with other professionals and organizations that can assist your guests with special needs or disabilities.
Se você já se preparou, preparou sua equipe ou seu estabelecimento para receber clientes com necessidades específicas, você pode anunciar no seu site, folheto ou qualquer material de divulga??o. Por exemplos "nossa arquitetura é acessível para usuários de cadeira de rodas" ou "nossa equipe é fluente em língua de sinais". Mas lembre-se que independente disso, sempre haver?o condi??es que n?o foram pensadas. Ent?o, t?o importante quanto promover acessibilidade prévia é estar disposto a ser criativo e oferecer algo mais personalizado do que manda a cartilha de atendimento inclusivo.
The third step to train your concierges to recommend for guests with special needs or disabilities is to know your recommendations. This means being able to suggest and arrange the best options for your guests based on their needs, preferences, and expectations. You can use brochures, flyers, websites, and social media to showcase and promote the benefits and features of your recommendations. You can also train your concierges to personalize and tailor their recommendations to suit your guests' specific needs and desires.
Treine a sua equipe para tratar as pessoas com deficiência de maneira educada e gentil, como atenderiam qualquer cliente, apenas com um olhar mais atento às possibilidades oferecer algo que pode sair do usual. Clientes com deficiência s?o pessoas com necessidades específicas, n?o s?o uma categoria diferenciada de clientes. Respeito é a chave para um bom atendimento em qualquer circunstancia.
The fourth step to train your concierges to recommend for guests with special needs or disabilities is to know your communication. This means being able to communicate effectively and respectfully with your guests, using clear, simple, and positive language, as well as appropriate non-verbal cues and gestures. You can use scripts, templates, and guidelines to standardize and enhance your communication. You can also train your concierges to use alternative and accessible modes of communication, such as sign language, braille, or assistive devices, when needed.
Quando se trata de deficiência auditiva, um treinamento prévio sobre diversidade surda - porque s?o diversos perfis de pessoas com essa condi??o e n?o se resume a pessoas que usam língua de sinais - pode fazer absoluta diferen?a no trato dos clientes e trazer um olhar especial desta clientela para o seu estabelecimento. A sociedade, de forma geral, ignora que existe a diversidade surda e, n?o raramente, se prepara para receber apenas um tipo de clientes. Uma empresa que pense fora dessa vis?o estereotipada estará um passo a frente.
The fifth step to train your concierges to recommend for guests with special needs or disabilities is to know your feedback. This means being able to solicit and receive feedback from your guests, as well as from your colleagues and managers, to evaluate and improve your performance and recommendations. You can use surveys, ratings, reviews, and testimonials to collect and analyze feedback from your guests. You can also train your concierges to seek and accept feedback from their peers and supervisors, as well as to share their own feedback and suggestions.
The sixth and final step to train your concierges to recommend for guests with special needs or disabilities is to know your improvement. This means being able to identify and address the gaps and challenges in your knowledge, skills, and attitudes, as well as to pursue and embrace the opportunities and trends in your field. You can use courses, workshops, webinars, and podcasts to learn and update your knowledge and skills. You can also train your concierges to join and participate in professional associations, networks, and communities, as well as to follow and adopt the best practices and standards in your industry.
Remember, every guest deserves to feel seen and valued. By investing in training and implementing inclusive practices, we can turn every visit into a positive memory that keeps them coming back.