HANDICAPPED GUESTS

Goal: All properties will follow specific procedures in handling handicapped guests

SCOPE:

To ensure all handicapped guests receive appropriate service.

PROCEDURE:

RESERVATIONS/FRONT DESK

If, during the reservation process, the agent is alerted to special guest needs, she/he should:

1. Inquire if an accessible room is required. If so, note in special request field ( PMS) or on the reservation (manual).

2. Inquire if a wheel chair is needed. Again note in SOTHR special request field (PMS) or on the reservation (manual).

3. If it is another disability, i. e., hearing impaired, etc.; note in special request field (PMS) or on reservation (manual).

4. "P/A" and block in accessible room, if required.

5. Daily, on each shift, the desk will run the accessible special request code report. For manual properties, reservations should stamp the folio "handicapped" and make any other notes as appropriate when preparing the bucket. A manual list of special requests must be generated. Copies of the "AS" or Special Request Report should go to PBX, Security, Bell Stand, MOD Book and Guest Services. During the blocking process, special care must be taken with requests. Every effort should be made to accommodate requests for low floors, near elevators, etc.

6. For PMS properties, during check-in a special request code should be noted for any visible special needs. For manual properties this information will be noted on the folio

7. Ensure Bell Stand is alerted for escort.

8. Do not "wait" handicapped guests unless absolutely necessary

9. Arrange for special phone for hearing impaired persons.

10. Arrange for sight and/or hearing impaired guests to have a special smoke detector installed (by the Engineering Department) for their stay. (Engineering will have three special smoke detectors working and available at all times.)

    
    

    BELL STAND

The Bell Stand will assist a handicapped guest with the following:

1. A Bellman should be assigned to assist the guest with check-in as well as to escort the guest to their room.

2. The concierge should be notified of guest name and room number.

3. Inform the guest that the Bell staff is available to assist with errands.

SECURITY

If a fire, alarm or other emergency situation occurs which requires the evacuation of the guest floors, the following procedures are to be followed by the Safety and Security Officers on duty:

1. Check the PMS or manual list from the Front Desk showing the room numbers of all handicapped guests.

2. Proceed to the floors being evacuated and check all handicapped guest rooms. Render any required assistance in assisting the handicapped guest in evacuating.

3. If the evacuation is due to a fire alarm, stay with the handicapped persons who are unable to use stairways. Assist them to the elevator lobby and notify the Officer at the Fire Control Room that a handicapped guest must be evacuated by elevator. When the fire department arrives, the Officer will notify them of the appropriate floor(s) and fire department personnel will then operate the elevators and ensure the handicapped person's evacuation.

4. When the fire department gives the "all clear", assist any evacuated handicapped guests back to their rooms as necessary.

   
   

PBX

1. If a fire, alarm or other emergency situation occurs which requires evacuation, the PBX staff will call all guest rooms on the Accessible room request or manual report and alert them that an alarm has been sounded. If evacuation is necessary, the Security Department and the fire department

   will evacuate them.

2. If it is determined that the alarm is false, PBX operators are to again call each guest on the Accessible room or manual report to notify them. The same checklist should be used to ensure that no one is missed.

3. PBX will provide special phones for the hearing impaired upon request. Each property will maintain an inventory of at least three of these phones. The PBX Supervisor is responsible for inventorying these phones and ensuring that they are in working order at all times.

4. The Accessible room or manual report must be kept current at all times and should be re-issued to all recipients whenever modified.

5. At the option of the individual property, any guest confined to a wheel chair will be offered the option of transportation to and/or from the airport via taxi, at the hotel's expense. Most vans have a high ground clearance and this presents a high risk of injury not only to the guest, but also to the employee(s) trying to lift them. (Where the property normally provides airport transportation.)

   
   

   A petty cash voucher will be authorized by the Desk Manager or Supervisor (receipt attached), and cash disbursed to the taxi driver.