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@avfaccessibility
Where should you sit a person wearing a hearing aid?
As the restaurant supervisor you noticed a person wearing a hearing aid when having breakfast and they have just arrived for dinner, where would you seat them and why?
The answer is a corner table. The reason is that when you are sat in a corner the sound from two sides is eliminated. This makes it easier for the deaf person to hear more easily. Cost zero, goodwill priceless.
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Is looking after disabled guests expensive?
This is something I hear very often but is completely false. Improving customer service is best achieved in small stages or steps. Many of these are at little or no cost. In these blogs I have tried to highlight these but show how much impact they will have on goodwill, as in the credit card advert I suggest that the goodwill is priceless. I would love to hear ideas that you have introduced to help people with a disability. Please let me know as an idea shared may be an issue solved for many people with a disability. The result is even more people staying in hotels, visiting restaurants and pubs. Cost zero, goodwill priceless.
Why make turning on the TV so difficult?
I am getting increasingly annoyed with hotel televisions. They seem to have more and more stages to get to watching the main channels. I am sold a wide variety of hotel services and have to watch promotional films when all I want to do is watch the BBC news. In some hotels I am just faced with a black screen with no indication where even the on switch is. The television is well off the floor and I am in my wheelchair and can’t reach it. As the TV is turned off I am completely stuck and have to call reception for help. I am not asking that every TV is on standby but it would be helpful in an accessible room when a wheelchair user or blind person is staying. Cost zero, goodwill priceless.
As more than 80 per cent of people with guide dogs have been denied access on the high street, a new business guide has been issued to help hotels, restaurants and pubs understand what they must do to comply with their legal obligations.
The survey will take less than five minutes and it will help improve the current levels of service that you receive. Please encourage other carers and disabled people to complete the questionnaire as we are looking for 500 responses. May I thank you in anticipation of your help as it can really make a difference. Disabled Motoring is working with Arnold Fewell from AVF Marketing on this project and you may have seen his articles in our magazine.
Anya is live and ready to show you everything. Watch her strip, dance, and perform exclusive shows just for you. Interact in real-time and make your fantasies come true.
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ARE YOU PROVIDING GREAT SERVICE FOR YOUR DISABLED CUSTOMERS?
Special Catey Award winner, Arnold Fewell has branched out his marketing company to provide accessibility training for hotels and other venues in the UK.
Arnold Fewell is a former Trust House Forte Hotel General Manager and now a permanent wheelchair user. Over the last few years he has been working with hotels to improve customer service for disabled guests. He is also able to provide mystery visits, access audits, help with accessibility statements, advice and training of staff.
To fully launch this new part of his business Arnold is running two ‘Introduction to Accessibility’ courses in September. The first will take place at Rudding Park in Harrogate on 12th September and the following week Arnold will be at One Great George Street in London (19th September). One Great George Street is a leading Westminster Collection conference and events venue in the heart of Westminster and winner of the Accessibility Catey 2013.
The course is really interactive where attendees can put themselves in the situation of a disabled person, whether it’s a wheelchair user, deaf person, a guest with a visual impairment or another disability.
Arnold Fewell, Managing Director, AVF Marketing said: “When I first became a wheelchair user I was horrified at the way disabled people were treated at hotels and venues. Rather than get angry about it I wanted to make real changes for disabled people and as an ex-hotel general manager I wanted to make sure hotels benefitted from what VisitEngland highlight as a £2billion market. The course costs just £195 plus VAT per person and I know this cost will be covered by future bookings as disabled people, who have been well looked after, will return again and again.”
Wendy Greenhalgh, One Great George Street said: “We are delighted to be hosting Arnold’s course at our award winning venue. Accessibility is very important to us and by placing a huge importance on this it has helped us to win some very large contracts. Many of our staff have been trained by Arnold and he has advised us on many aspects of accessibility. We would recommend the course to any hotel or venue and we know you will see a return on investment very quickly. ”
You can benefit from free accessibility advice by following @avfaccess on Twitter. To book your place on the course email [email protected] by Monday 9th September. For more information about accessibility please call Arnold on 01609 775686.
For more information and enquiries on One Great George Street, contact Wendy Greenhalgh on 0207 665 2350 and email [email protected].
ENDS For more information contact Arnold Fewell, Managing Director, AVF Marketing on 01609 775686 or email [email protected].
A lawsuit filed in Manhattan claims that workers at one of the city's coffee shops objected to a monthly meeting of a group of deaf people and called police.
This story makes hard reading but highlights why staff training is so important.
A ONE DAY COURSE FOR HOTELIERS AND CONFERENCE VENUES
Date: - Thursday 19th September 2013
Location: - One Great George Street, London, SW1P 3AA
Price – £195 per delegate plus VAT
Time: - 9.00am to 4.30pm
Attendees: - Hotel senior managers, conference venue managers
Tutors: - Arnold Fewell, FCIM and FIoH, Chartered Marketer, Special Catey Award Winner 2012
Booking details – Please email [email protected] to book a place and an invoice will be arranged. For more information about the course contact Arnold on 01609 775686.
Training Objective:-
By the end of the course participants will understand how to provide excellent customer service to disabled guests, they will also experience what the various disabilities are like so that that they can use the experience to inform and motivate their staff to provide an accessible, inclusive and equal experience.
Aims of the course: -
Learn why the Hotel and Catering Industry needs to improve customer service to people with disabilities.
Facilitate empathy with using hospitality services when you are disabled.
See accessibility as an opportunity – Visit England identifies disabled people as a £2 billion a year market for the hospitality industry.
Ensure delegates understand the legal requirement for services to be accessible.
Let delegates experience different types of disability.
Demonstrate with practical examples and exercises, how providing excellent customer service does not have to be expensive.
Enable delegates to market their business successfully to disabled customers.
Style of the course: - The training is very interactive, using a variety of learning methods including videos, group exercises and role play to facilitate understanding and the acquisition of practical skills.
Programme
9.00am Introductions and housekeeping.
An introduction to Laughology – an icebreaker exercise using humour to relax participants and facilitate learning. Outline objectives of the course. What do you want to learn? Why do we need accessible tourism? Q and A session exploring the legal, moral and business cases.
10.30am Coffee
10.45am Q and Asession on the Equality Act ensuring that delegates understand how to provide an equal, inclusive service within the law. How well are people with disabilities currently served by the industry? A virtual tour around a hotel/venue environment.
12.00pm Lunch
12.45pm A video introduction to visual impairments, learning how to guide a blind person. Role play exercise in which delegates simulate the experience of using the hotel with a sight impairment. What did you learn? Experiencing mobility and hearing impairments. Communicating with wheelchair users and those with a hearing impairment to ensure appropriate and outstanding customer service.
2.15pm Tea
2.30 to 4.30pm Fire evacuation and a Personal Evacuation Plan. Syndicate exercise - How can you provide great customer service to people with disabilities? Report back from syndicates. Adaptations don’t have to be expensive. Consolidation of syndicate exercise with additional information and handouts from tutor. Setting up Accessible Champions in your business.Marketing your business to disabled customers – Q and A plus hints and tips from tutor. Did the course meet your needs? Q and A session to consolidate learning and plan for the future.
Wheelchairs that go up stairs
I was in London this week and saw a stair lift that took wheelchairs up the main entrance of a London Club. I tried it out and I felt totally safe and secure. I then visited a five star hotel in York and they had a permanent stair lift by the front entrance. This was great and solved my situation but it would not surprise me if the wheelchair stair lift was better value for money as it was more versatile than the permanent feature.
Which would you buy?
A ONE DAY COURSE FOR HOTELIERS AND CONFERENCE VENUES
Date: - Thursday 12th September 2013
Location: - Rudding Park Hotel , near Harrogate
Price – £195 per delegate plus VAT
Time: - 9.00am to 4.30pm
Attendees: - Hotel senior managers, conference venue managers
Tutors: - Arnold Fewell, FCIM and FIoH, Chartered Marketer, Special Catey Award Winner 2012
Booking details – Please email [email protected] to book a place and an invoice will be arranged. For more information about the course contact Arnold on 01609 775686.
Training Objective:-
By the end of the course participants will understand how to provide excellent customer service to disabled guests, they will also experience what the various disabilities are like so that that they can use the experience to inform and motivate their staff to provide an accessible, inclusive and equal experience.
Aims of the course: -
Learn why the Hotel and Catering Industry needs to improve customer service to people with disabilities.
Facilitate empathy with using hospitality services when you are disabled.
See accessibility as an opportunity – Visit England identifies disabled people as a £2 billion a year market for the hospitality industry.
Ensure delegates understand the legal requirement for services to be accessible.
Let delegates experience different types of disability.
Demonstrate with practical examples and exercises, how providing excellent customer service does not have to be expensive.
Enable delegates to market their business successfully to disabled customers.
Style of the course: - The training is very interactive, using a variety of learning methods including videos, group exercises and role play to facilitate understanding and the acquisition of practical skills.
Programme
9.00am Introductions and housekeeping.
An introduction to Laughology – an icebreaker exercise using humour to relax participants and facilitate learning. Outline objectives of the course. What do you want to learn? Why do we need accessible tourism? Q and A session exploring the legal, moral and business cases.
10.30am Coffee
10.45am Q and Asession on the Equality Act ensuring that delegates understand how to provide an equal, inclusive service within the law. How well are people with disabilities currently served by the industry? A virtual tour around a hotel/venue environment.
12.00pm Lunch
12.45pm A video introduction to visual impairments, learning how to guide a blind person. Role play exercise in which delegates simulate the experience of using the hotel with a sight impairment. What did you learn? Experiencing mobility and hearing impairments. Communicating with wheelchair users and those with a hearing impairment to ensure appropriate and outstanding customer service.
2.15pm Tea
2.30 to 4.30pm Fire evacuation and a Personal Evacuation Plan. Syndicate exercise - How can you provide great customer service to people with disabilities? Report back from syndicates. Adaptations don’t have to be expensive. Consolidation of syndicate exercise with additional information and handouts from tutor. Setting up Accessible Champions in your business.Marketing your business to disabled customers – Q and A plus hints and tips from tutor. Did the course meet your needs? Q and A session to consolidate learning and plan for the future.
Anya is live and ready to show you everything. Watch her strip, dance, and perform exclusive shows just for you. Interact in real-time and make your fantasies come true.
Free to watch • No registration required • HD streaming
Imagine you can no longer hear
Deafness can happen at any time. People have been deafened after getting off a plane or walking up and down a hill. Now imagine you are in a hotel and you see lots of people hurriedly making their way to the exits. What might go through your mind and how might you feel? Where are my children, what is going on, who can help me, what should I do may be just a few of the questions racing through your brain. What can you do in your hotel to help a deaf person when the alarms ring? Find out some of the solutions in our next blog and why not send this link to colleagues so they learn as well.
Here are some ideas
Ensure you always know if there are any deaf people staying
Make sure you have a sign on reception that promotes the fact you have a hearing loop or provide a portable hearing loop when requested;
Make sure staff are trained to look out for anyone that looks perplexed, unhappy or concerned as they might not be able to hear the alarms
Always take care of children personally if they have become separated from their family and look out for the rest of the family so you can reassure them that their children are safe. There are other ways that we will cover in future blogs. The costs of these ideas are a few pounds to possibly save a person’s life - priceless.
Remember the wheelchair user is not wheelchair bound
I do not refer to myself as wheelchair bound as many people will find this term insulting. I am quite capable of getting out of my wheelchair to transfer to chairs, beds, taxis etc. I need to use my wheelchair all day as I have a nasty habit of falling over when I stand up because I have an above knee amputation of the right leg. I have been in a wheelchair for nearly ten years but this no longer bothers me except when people think I have lost my mind, can’t talk or have some other condition. I am a person. I like talking to people directly. So please treat me as anyone else, talk to me and I will be happy to talk back. Cost zero, goodwill priceless.
Big congratulations from everyone at AVF Marketing on all those shortlisted for the Accessible tourism award at last night's Visit Britain Awards.
A helping hand
How many of your staff would know how to guide a blind person? For example would they realise the need to introduce themselves first as a blind person may not see them. Then where should they place the blind person’s arm, would they give suitable guidance instructions, how would they go about seating the blind person in a restaurant and then take their order and serve the meal. I know the answer is very few. This is just one simple area that highlights the need for good staff training on accessibility and that includes managers.
How many accessible rooms should you have?
I am talking to a hotel at present who is creating some new accessible rooms. As usual the building regulations will get in the way. I believe the solution is to create one accessible room that complies with building regs and then others to meet the needs of different disabilities e.g. no carpets for wheelchair users, one toilet area that you can access from all sides. Will it happen? Probably in another ten years or so, unless the hotel industry is prepared to do something about it?
If you are a hotel that has different accessible rooms we would love to hear about it.
Anya is live and ready to show you everything. Watch her strip, dance, and perform exclusive shows just for you. Interact in real-time and make your fantasies come true.
Free to watch • No registration required • HD streaming
Why does AVF Accessibility want to make a difference for disabled people?
An accessible toilet door in China - our immediate reaction is it doesn't fill you with confidence about how accessible the toilet actually is with such a poor image.