Supporting Change • Developing People • Promoting Ability

Disability Confidence in Hospitality

Research for The Caterer magazine estimates that hotels, restaurants and pubs in the UK are loosing out on a £5bn market because of their failure to effectively welcome disabled guests/customers.

As disability training consultants to some of the UK's largest hospitality providers GCL is ideally placed to deliver this tailor made training aimed at ensuring that hospitality providers have the knowledge, skills and confidence in providing excellence in customer service when serving disabled people.

Who Should Attend?

Training managers, front of house and customer service personnel, sales and reception employees.

Course Overview

• Welcoming disabled guests/customers - Why bother?
  What is disability? How many disabled people are there? How does it impact on the hospitality industry?

• Understanding the law
  Overview of the Equality Act and other legislation relating to managing disability related customer service issues in the hospitality industry. 

• Travelling the disabled guest's/customer's journey
  The barriers disabled visitors can encounter and the concept of reasonableness.

• Getting it right in customer service
  Etiquette (what to say, what not to say; what to do, what not to do) with disabled visitors and the confidence to say 'yes', and 'no'.  

What will I learn?

By the end of the course delegates will have:-

• An understanding of what disability is and the business case for welcoming disabled guests/customers.

• An overview of the Equality Act and other legislation relating to managing disability issues in hospitality.

• An understanding of the concept of 'reasonable adjustments' and what it means in hospitality.

• Greater confidence in managing disabled guest's/customer's expectations and the confidence to say 'yes', and 'no'.

Our training style

Our training is designed to inspire, encourage, motivate and support both personal and organisational development.

We pride ourselves on a training style that is highly interactive, engaging (where appropriate using humour and other techniques) and specific to an organisation's particular culture.

All GCL training includes case studies and practical examples of relevant case law and provides ample opportunities for group discussion and questions.

For More Details

Use this handy form to contact us, or alternatively contact us on 01442 877117.