UK: 0844 854 9218 | International: +44 (0)1488 580017
Description
The Government recently published their Disability Strategy calling on all businesses, including hospitality, to review their inclusive policies and increase staff training to ensure customers with disabilities feel valued.
It has been estimated that the hospitality sector could be risking around £1.8bn a month in sales. This is mainly attributed to “poor service delivery” caused by a lack of understanding of the needs of customers with disabilities and leading to a failure in anticipation.
Understanding the needs of different customers including those with disabilities and being able to adapt your responses, is a vital part of delivering great customer service and ensures you create an accessible and inclusive environment for all. The online courses focuses on improving service delivery for customers with a range of disabilities and emphasizes the need for businesses to adapt their practices to better accommodate customers with disabilities and ensure they feel valued.
Who is this disability awareness course for?
Designed for all operational ‘front-facing’ hotel staff to develop their knowledge and skills and increase awareness of legal implications of disability discrimination.
How is the course delivered and what topics are covered?
The course is delivered fully online and is split into five highly interactive sections. Learners will engage with games, questions and activities that use real hospitality situations to draw out an understanding and learn from a video and case studies, finishing with a quiz to ensure points are remembered and understood. The module may be completed in short sections over a period of time or all in one go! In addition, there are links to websites and documents that can be used to research further learning.
Sections include:
- Disability discrimination
- Making customers with disabilities feel welcome
- Assisting customers with physical impairments
- Assisting customers with sensory impairments
- Assisting customers with non-physical impairments
Institute of Hospitality
This online course is endorsed by the Institute of Hospitality (IoH). The IoH is the leading professional body for hospitality professionals. They promote professionalism in the hospitality industry through lifelong learning.
A CPD Certified Online Course
This online course has reached the required Continuing Professional Development (CPD) standards and benchmarks, and the learning values have been scrutinised to ensure the integrity and quality by the CPD Certification Service.
Learning objectives
Completion of this CPD Certified online course on being disability aware in the hospitality industry will:
- Increase awareness of how disability discrimination can occur
- Identify ways to ensure customers with disabilities feel welcome
- Deliver great customer service for customers with different disabilities
Entry requirements
There are no entry requirements.
Course assessment and certification
At the end of the course, learners complete a 24-question quiz in the same style as the learning activities (drag-and-drop, single choice, multiple choice). The pass mark is 80%, with unlimited retakes available.
Post-Course Action Plan
Completing training doesn’t always mean that action and change happens! Learners can download our unique actions plans from within the module and complete a series of questions which help learners to apply the information in the module to their workplace and identify areas where they need further information or training. Managers can use the action plans to discuss with individuals or their whole team not only to organise additional information to drive customer service improvements.
