Hospitality

As our name suggests, many of our earliest clients at Open Doors Organization (ODO) were restaurants and hotels. We continue to work closely with the Hospitality Industry, providing staff training and marketing advice as well as site inspections for ADA compliance. Our staff have audited hundreds of properties during the creation of our award-winning Easy Access guides. Many of these hotels and restaurants have subsequently become our clients, relying on our expertise as they plan and carry out renovations to improve accessibility.

Americans with disabilities make up a significant part of your customer base, as our research clearly shows. In the 2005 ODO Market Study, more than 50% of respondents ate out at least once a week. Unfortunately, 64% also reported that they encountered barriers in restaurants, most commonly lack of space between tables, difficult entry doors and steps.

In 2005, 52% of adults with disabilities (or 16.3 million people) had stayed in a hotel or motel over a two-year period, typically spending $76 per night. From 2002 to 2005, the average number of hotel stays actually increased 50%. But again, a majority (60%) reported barriers of some type—physical, customer service or communication–during their stay.

In many cases, we find that small physical changes can make a huge difference as can improvements in customer service. Feeling welcome and appreciated means a lot to people with disabilities who often find themselves treated as a problem rather than as a valued guest. Our expert staff, many of whom have disabilities themselves, can help you fine tune both your premises and your customer service skills.

On this Page:

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ODO Hospitality Services

  • Staff training
  • Video production
  • Marketing strategies
  • ADA compliance reviews
  • Review of architectural plans
  • Braille and large print menus
  • Web accessibility analysis

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Complimentary CD from Open Doors Organization – Assistive Devices for Hotels and Restaurants

As a service to the Hospitality Industry, Open Doors Organization has compiled a list of adaptive aids—from shower benches and step stools…to reachers and eating utensils…to pool lifts and adaptive exercise equipment. All the products listed are available via the Internet. Contact Open Doors Organization to request a copy of this complimentary CD.

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DBTAC Audio Conference Series – Archived recording and transcript from May 18, 2010

Reservations Please: Ensuring Customer Service for People with Disabilities
Guest Speakers:
Laurel Van Horn, Research Director, Open Doors Organization
Ron Pettit, Access Manager, Royal Caribbean Cruise Lines

Seven Steps to Great Customer Service – PowerPoint presentation by Laurel Van Horn, ODO.
Ensuring Access to Customers with Disabilities – PowerPoint presentation by Ron Pettit, RCCL.

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Hospitality Resources

Accessible Customer Service Practices for Hotel and Lodging Guests with Disabilities – ADA Business Connection, Department of Justice

ADA Business Brief: Communicating with Guests who are Deaf or Hard of Hearing in Hotels, Motels, and Other Places of Transient Lodging

Guide for Places of Lodging: Serving Guests Who Are Blind or Who Have Low Vision

ADA Checklist for Hotels and Motels: Ensuring Access to Services and Facilities by Customers Who Are Blind, Deaf-Blind, or Visually Impaired – American Federation of the Blind

Commonly Asked Questions about Service Animals in Places of Business

ADA Business Brief: Service Animals

Hospitality Initiative – Mid-Atlantic ADA Center

Test Your Knowledge: New ADA Regulations – American Hotel & Lodging Association

Common ADA Problems at Newly Constructed Lodging Facilities

Five Steps to Make New Lodging Facilities Comply with the ADA

ADA Checklist for New Lodging Facilities

Checklist for Existing Facilities – Checklist for Readily Achievable Barrier Removal

Access to Hotels – DBTAC Brochure

Accessibility Checklist – Hotels

Creating an Accessible Web Presence for the Lodging Industry (Technology Primer) – American Hotel & Lodging Association

All Access Spa-ing – Article by Laurel Van Horn, Research Director, ODO on accommodating and reaching out to spa guests with disabilities

Access to Restaurants – DBTAC Brochure

Accessibility Checklist – Restaurants

How to Comply with the Americans with Disabilities Act: A Guide for Restaurants and Other Food Service Employers

National Restaurant Association

See also Business Resources

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