FACILITIES FOR DIFFERENTLY ABLED

GUESTS IN INDIAN AND INTERNATIONAL

HOTELS

Pratik Kumar Abhishek

2021115012
Sanchit Kanwar
2021115016
Shagun
2021115017
 Types of physically challenged guests

POINTS
COVERED Guidelines for facilities planning

UNDER Government norms on the hotel

THIS facilities to be offered to the physically
challenged guests
TOPIC
  Types of Physically Challenged Guests
Depending on the various kinds of
impairment either in body organs, such
as limbs, hands, spinal cord, etc. Or of
sensory organs, such as eyes, ears,
speech, etc., people may suffer from
various disabilities. As a result, our
physically challenged guests, hereafter
referred to as special guests are
TYPES OF PHYSICALLY
categorized into the following types:
CHALLENGED GUESTS  Special guests with mobility
difficulties so Special guests who are
assisted on wheelchair Special guests
unassisted on a wheelchair.
 Special guests with deafness or
hearing impairment.
 Special guests with learning
disabilities/mental impairments.
GUIDELINES FOR
PLANNING FACILITIES:

The physical needs for each kind

of special guests are different. PLANNING
However, with slight modification CONSIDERATIONS
in various areas of hotels in the for
specially designed structures,
SPECIAL GUESTS
they can go freely without
hassling other guests.

The industry guidelines

w.r.t Planning various
facilities for differently able
people are described as
follows:
 FACILITIES FOR
VISUALLY
IMPAIRED
 Certain areas of the hotel property
may be required by the law to
display instructions and signs in
Braille for the convenience of the
visually challenged persons.
 Areas where such guests would
welcome Braille:
 Buttons of elevators and telephone
 Directions to restrooms, other
public areas such as restaurants,
lobbies, bars, etc.
 Menu cards.
 Guest service directories
 FACILITIES FOR VISUALLY
IMPAIRED
 Front office employees and other guest service staff must be trained and prepared to
read out the written information to the guest.
 The room should be near the elevator.
 If the guest requests a guide to the room, offer your arm or shoulder, and provide
verbal commentary as you proceed through the property.
 E.g., “The elevator is to your right. Your guest room is three doors past the elevator on
the left.”
 Explain where the Emergency Exits are located relative to the guest’s room and note
the numbers to dial on the telephone to reach the front desk and other services.
 If a guest has a Guide Dog, there could be an arrangement for the dog also.
 A vibrating alarm clock should be in the room.
 The room should not have any sharp-edged furniture.
 Emergency Instruction in 14pt Print
 Audible Alarms in Hallways
RAMADA HOTEL AJMER
ROOM FOR VISUALLY IMPAIRED
 SCANDIC HOTEL
WELCOMING A VISUALLY IMPAIRED
GUEST
  Let the guest determine the communication method with
which he/she is comfortable: whether that is reading the
lips, or speaking in Sign language, or writing messages, or
through an Interpreter.
 If there is an employee or staff member who knows the
Sign Language, he/she may be deputed for communication
with such a guest.

 Talk directly to the guest, even if he/she has an interpreter.

Realize that people who read lips also rely on Body
FACILITIE language and facial expressions to convey meaning;
therefore, don’t underplay your emotions.
S FOR
DEAF  The room should have:

 Visual Alarms or Alerts

Knock Sensor Door Lights
-Guest Rooms
Touchpad
-Hallways
Hot Line Telephones
-Public Areas
Caption T.V
 TV Amplifier
SCANDIC HOTEL
WELCOMING GUEST WITH HEARING
IMPAIRMENT
 FACILITIES FOR GUEST WITH
SPEECH IMPAIREMENT

Such guest may not

require special
equipment, but they Employee should If you cannot You can offer
do need not try to understand a Pen & paper to
understanding and complete another
patience from all the person, ask write down a
person’s sentence
hotel staff. him to repeat message.
or act impatient
or rushed when politely.
dealing with such
guest.
 FACILITIES FOR GUEST WITH
MENTAL IMPAIREMENT

Such guest might not require

any infrastructural designing
It would be very rare that Be patient and take time
to cope with, they do require
they will not be explaining information to
courteousness and patience
unaccompanied. them.
on the part of their host to
understand them.

Do not assume that the

person is not listening if they
Ask the guest if they Offer to read written
do not give verbal or visual
understand or agree. material, if necessary.
feedback to your part of
dialogue.
FACILITIES FOR GUEST WITH
MOBILITY IMPAIREMENT
 The comfort of every guest is important.
 Most of the physical modifications to a
hotel property are made to meet the need of
the guests with mobility impairments, those
who use Wheelchair, Canes, and Crutches.
 It includes not only people with disability
but also the senior citizens – which is
growing segment of the travelling public.
 Many of the people of this class move on
their own, provided the certain points are
kept in mind and incorporated into various
areas of the property.
 FACILITIES FOR GUEST WITH
MOBILITY IMPAIREMENT
 A Public Entrance must be accessible to wheelchair users from a setting down or car parking point.

 A reserved parking space should be available for the disabled guest or on request.

 The path from the parking point to the entrance must be sound in construction, and free from obstacles. Gravels, cobbles
and potholes must be avoided.
 In case of Guest who is unassisted on Wheelchair, there must be level reserved space with a minimum width of 3.6 meter
(11.8 feet approximately).
 The route from parking space to the entrance must be leveled or ramped.

 The entrance door must have clear opening of not less than 90 cm.

 In case of Guest who is assisted on Wheelchair, the entrance door must have clear opening of not less than 90 cm.

 Where there is no ramp there should not be more than 3 steps to the entrance at any one point.

 In case of Guest who is assisted on Wheelchair, where there is no ramp there should not be more than 1 step to the
entrance at any one point.
 Where the Ramps are present, its gradient should not be more than 1:12 at any point. Means the angle should be of 12*.

 Steps to be used by Special Guest should have Riser, not more than 19 cm, with treads not less than 25 cm and 75 cm wide

 Within the reception area, there must be an unobstructed space of not less than 110 cm x 70 cm.
 FACILITIES FOR GUEST WITH
MOBILITY IMPAIREMENT
Public pathways that lead to the Restaurants, lounges. Bar, Guest rooms, Common Wash rooms
should not be less than 75 cm wide.
In case of Guest who is assisted on Wheelchair, it should not be less than 80 cm wide.

Doors to the rooms should have clear opening of not less than 90 cm.

In case of Guest who is assisted on Wheelchair, it should not be less than 90 cm.

There must not be more than 3 steps at any point in the corridor or at the entrance of the room.

In case of assisted guest on wheelchair, there must not be more than 1 step at any point in the corridor
or at the entrance of the room.
Where the guest is required to use Lifts, its door should have clear opening of not less than 90 cm, the
interior of the lift should be not less than 110cm deep x70cm wide.
In case of assisted guest on wheelchair, it should be not less than 90 cm, the interior of the lift should
be not less than 110cm deep x80cm wide.
The doors must be automated and controls must be at height of 90cm from the floor.

In the restaurant, there must be at least one accessible table with a clear under space at least 65cm
high.
In case of Steps, there should be sufficient space after each step for a wheelchair to sit comfortably and
safely, with four wheels on the ground.
Threshold to rooms to which the wheelchair user requires access must not be higher than 2cm.
 FACILITIES FOR GUEST WITH
MOBILITY IMPAIREMENT
 The Bathroom should be at the same floor of the room.

 It should have railing on the wall.

 Where only shower is provided, it must have seat at 45cm - 50cm

above floor and support rail on the wall 25 cm above top of seat.
 Where there is step in the shower cuboids, then the riser should

not be more than 19 cm.

 The washbasin must be provided within the bathroom.

There must be unobstructed space not less than 110cm x 70cm

 The door handle and light switch must be 90 cm from the floor.

 There must be lateral transfer space not less than 80 cm.

 The rim of the WC seat must be between 45cm - 50cm above floor and support rail on the wall 25 cm - 30 cm above
top of seat opposite the transfer space.
 If separated from the Bathroom, then unobstructed space should be not less than 110cm x 70cm. And the washbasin
with clear under space.
 In case of unassisted guest, support rail on the wall 50cm above top of seat opposite the transfer space.
 Accessible Parking Details

 Wheelchair Accessible Parking Spaces.

 Parking Drop Off Point is adjacent to the entrance.

 Ramp for convenient entry.

 Accessible Public Area Details

 The following public areas are accessible

FACILITIES FOR
: Lift near Accessible Rooms GUEST WITH
-Public Toilets MOBILITY
 Accessible Guest Room & Bathroom Details
IMPAIREMENT
 Wheelchair Accessible Rooms Available

 Guest Room Furniture Can Be Rearranged

 Grab Bars and Tall Toilets Available

 Adequate Clear Turning Space in Bathrooms

 Tub with Grab Bars

 Handheld Shower with Hose

 Handrails

 Safety Bar in Shower

 Accessible Bathroom Controls

 Wheelchair Accessibility
 SCANDIC HOTEL
WELCOMING GUEST WITH MOBALITY IMPAIREMENT
 SCANDIC HOTEL
ACESSIBLE ROOM FOR GUEST
 UMAID BHAWAN PALACE
JODHPUR
ACESSIBLE ROOM FOR DISABLED GUEST
  In 2009, the Union Ministry of Tourism made it
mandatory for all star categories properties to
incorporate the following infrastructure/services for
all disabled guests by September 2010.
1. Easy access for the differently-abled guests.
2. At least one room for the differently abled guest.
Minimum door width should be one meter to allow
INDIAN GOVERNMENT wheelchair access with suitable low height furniture,
RULES FOR THE low peep hole, etc. Cupboard to have sliding doors with
PHYSICALLY low clothes hangers, etc.
CHALLANGED GUESTS 3. Room to have audible and visible[blinking light] alarm
system.
4. Ramps with anti slip floors at the entrance. Minimum
door width should be one meter to allow wheelchair
access. To be provided in all public areas.
5. Free accessibility in all public areas and at least one
restaurant in 5 Star and 5 star Deluxe properties.
6. Minimum door width of bathroom should be one meter.
Bathroom to be accessible with sliding doors, suitable
fixtures like low washbasin, low height toilet, grab bars
etc. No bathtub required.
7. Public restroom to be unisex. They must be wheelchair
accessible with low height urinal(24”max) with grab
bars. Minimum door should be one meter and
mandatory to all star hotels.
 The ministry also developed a new format
of assessment of categories of star hotels in
the month of August 2009. Five marks are
allotted for facilities to be offered to
physically challenged persons in the star INDIAN
category system. Distribution of marks for GOVERNMENT
various facilities is as follows: RULES FOR THE
PHYSICALLY
CHALLANGED
GUESTS
1. At least a room for physically
challenged persons 1 mark.
2. Public toilet in lobby
1 mark.
3. Telephone in public places
1 mark.
4. Ramps etc.
1 mark.
5. Facilities for aurally and visually
handicapped 1 mark.
  The guidelines for the hospitality industry in the
United States pertaining to physically challenged
guests are laid in the Americans with Disabilities
Act(ADA). It states that a hotel must take ’readily
achievable steps’ to accommodate people with
disabilities by building or retrofitting their facilities
to be more accessible. Other guidelines for the
American hotelier include the following:
AMERICAN 1. Properties should have at least one handicap
NORMS FOR accessible parking space for every 25 spaces.
SPECIAL GUESTS 2. These spaces should be located near each of the
property’s entrances, not just the main entrance.
3. It is important to realize that is not adequate
simply to offer valet parking. Many people with
disabilities hade custom made vehicles that
would not be operable by someone who has not
been specifically told to do so.
4. Side walk curb cuts, wider sidewalks to fit
wheelchairs and ramp access are essential.
5. Doors to the property should open automatically
or have an easy pull force so that a person in the
wheelchair can open the door with little
difficulty.
6. Inside the hotel at least one section of the
registration desk should have a counter of 36
inches so that a person on a wheelchair can easily
carry out paperwork. If you are unable to have a
counter like that, front desk employees must be
trained to bring the paper out from behind the
counter and meet the guest in lobby. AMERICAN
7. Do not grab a guest’s wheelchair or try to push NORMS FOR
them without their permission. The wheelchair is SPECIAL GUESTS
considered as apart of their personal space ;
grabbing it is like grabbing an abled bodied guest
by the arm or shoulder.
8. Let the guest take a lead as how he or she wants to
be treated.
9. Accessible guest rooms should have wider
doorways, wider space around furniture, and low
wall controls(light switches thermostat).
10. They may have a roll in shower or a bathtub with
grab bars and special seat. Door locks and view
ports to be lower, as would clothes rods in closets
and drapery pulls.
 Personalized service is all about
creating a sense of well being in
our customers making them feel
special and valued by ensuring
that their slightest needs are
looked after