Training Materials

Training session: Female presenter uses sign language interpreter to provide training to two male participants one of which is African American

See the sections below for training materials to use in presenting brief sessions on disability etiquette and serving customers with disabilities, as well as archived webinars on various hospitality-related topics, including reservation systems for places of lodging, standards for accessible buildings and facilities, service animals, and more.

Customer Service

This brief presentation on interacting with people with disabilities is designed for customer service staff and can be used independently or with a group.

PowerPoint Presentation

Serving Customers with Disabilities

Handouts and Supplementary Material

At Your Service, 20 minute film on serving customers with disabilities, available in English and Spanish

Quick Tips: Customer Service for Front Line Staff
Consejos Rápidos - Servicio al Cliente

ADA 2010 Revised Requirements: Service Animals

Frequently Asked Questions about Service Animals and the ADA

Fact Sheet: Food Service: Accommodating Diners with Disabilities (ADANN)
Hoja de Datos: Servicios De Comida: Cómo Ajustarlos a Comensales Con Discapacidades (ADANN)

Choose supplementary materials that suit your audience, and check out the "Customer Service" section of our Publications collection for more information that may be of interest to customer service staff or management, including more detailed information on serving individuals with disabilities and tax incentives for improving access.

Archives: Understanding The Obligations Of Lodging Facilities To Meet The Needs Of Customers With Disabilities

Hotels: Weaving an Accessible Welcome Mat

December 12, 2013 2:00 p.m. - 3:30p.m. Eastern 
Speaker: Nancy Horton, Information Specialist, Mid-Atlantic ADA Center
This session covered a variety of topics addressed in the 2010 revisions of the ADA regulations. It addressed changes related to effective communication, reservation systems and front desk operations, distribution of accessible guest rooms designed for individuals who are deaf and hard of hearing, and dispersion of accessible rooms among price offerings and various room types. Emergency egress strategies for guests and employees with disabilities were also discussed, and resources were provided. .

Session Materials

Unlocking the Mystery of the 2010 Standards for Lodging

Speaker: Nancy Horton, Information Specialist, Mid-Atlantic ADA Center; September 12, 2013
The 2010 Standards for Accessible Design define requirements for accessible buildings and facilities, and include many specific provisions for hotels. Although ADA requirements have been in effect for several years, the new 2010 Standards include some significant changes, and there is a great deal to know to fully understand these requirements. This session provided an overview of the new requirements that are important for the lodging industry, including requirements for swimming pools and other recreational facilities. Accessibility survey tools and other resources were shared.

Session Materials

The ADA and Lodging Webinar

Speaker: Marian Vessels, Director, Mid-Atlantic ADA Center; July 17, 2013
We reviewed the Americans with Disabilities Act (ADA) regulations and the changes that affected hotels. We highlighted the 2010 Standards for accessible design, including new requirements for pools and other recreational spaces, new provisions related to service animals, the latest issues in employment, and more!

Session Materials

ADA and Lodging Webinar Series: 2013

Service Animals: Beyond the Traditional Guide Dog

Speaker: Marian Vessels, Director, Mid-Atlantic ADA Center; June 13, 2013
The Department of Justice regulations clarify what a service animal is, but hoteliers still have many questions about how to appropriately serve individuals traveling with service animals. Learn about handlers' responsibilities and hotels' obligations: Who may have a service animal? How many service animals may one person have? Where can service animals go on the property? This session also discussed the new regulations addressing miniature horses, and how they apply to the lodging industry. Learn what questions you can and cannot ask about service animals.

Customizing Customer Service

Speaker: Marian Vessels, Director, Mid-Atlantic ADA Center; April 11, 2013
Guests with disabilities and many older guests with age-acquired functional limitations are an important part of a brand-loyal customer base for any property. Whether or not these guests “identify” as having disabilities, they offer an opportunity for property staff to knowledgably address their needs while complying with ADA regulations. Learn disability-savvy etiquette and language tips for assisting guests who are blind, deaf, or hard of hearing, or those who have mobility disabilities or intellectual disabilities, along with tips on how to make your food service, your property, and your services more disability-friendly.

Unlock the Mystery of ADA Compliance

Presented on October 23, 2012: Straight talk and information on the Department of Justice's (DOJ) ADA regulations and changes that affect hotels.

The ADA in the Hospitality Setting

Speakers: Barry C. Taylor, Legal Advocacy Director at Equip for Equality, the Illinois Protection and Advocacy system, and Rachel M. Weisberg, Staff Attorney at Equip for Equality; May 8, 2013
Legal issues and cases that were brought against lodging and restaurant businesses under Title I (employment) or Title III (customer services) were reviewed.

Six Session Series on Lodging and the ADA
(February - March 2012)

Impact of the 2010 ADA Standards on the Design and Construction of Lodging Facilities Part I
(February 15, 2012)

This session provided an overview of changes in the 2010 ADA Standards that impact lodging facilities, reviewed obligations for on-going barrier removal, and outlined the new safe harbor provisions.

Impact of the 2010 ADA Standards on the Design and Construction of Lodging Facilities Part II
(February 22, 2012)

This session focused on the 2010 ADA Standards with specific emphasis on swimming pools, spas, exercise facilities and any additional recreation areas provided by lodging facilities, along with obligations to address the accessibility of existing facilities.

Managing Reservations for Accessible Rooms
(February 29, 2012)

This session covered the changes in the ADA regulations related to the way lodging facilities handle reservations for guests with disabilities. Individuals with disabilities must be able to obtain information about the accessible features of a hotel property and guest rooms and be able to make reservations in the same ways as other guests, including through third party vendors (e.g. Expedia, Orbitz, Travelocity).

Serving Customers with Disabilities - Equal Access for Everyone!
(March 7, 2012)

This session focused on the most common issues associated with ensuring equal access for customers with disabilities, including modifications of policies and procedures that may be necessary (e.g. modifying "no pet policies" to allow service animals, accommodating the use of various types of mobility devices, providing refrigeration for medications or other requests).

Communicating with Customers with Disabilities - Understanding Your Obligations!
(March 14, 2012)

Communication is key to customer service. The forms of communication will differ among people with different types of disabilities, and staff need to be prepared in order to serve customers needs. This session reviewed the requirements for hotels to provide visual fire alarms, TTY access, assistive listening systems and other accommodations for guests who are deaf or hard of hearing.

Series Wrap-up - Last Chance to Ask Your Questions
(March 21, 2012)

Representatives from the US Department of Justice partcipated in this final interactive session to answer questions and clarify any information presented during this series.