A great guest experience for all
At Scandic, we work together to make every guest feel welcomed. In that way, we can create a happier work environment and become more successful.
We make sure everyone feels just as welcomed
We hope you are willing to learn more about how to act in situations when you meet guests with special needs, and become an ambassador for accessibility – and make it happen in real life!
How can you act in different situations when welcoming and helping our guests? See filmed instructions below.
Welcoming a guest that is blind/visually impaired
You can usually tell that a guest is blind/visually impaired by their white stick. The first visit to a new hotel can be the most difficult and we want our guest to feel comfortable. If you don’t have time to spare, ask the guest to take a seat in the lobby while you find someone else to assist the guest. You can offer to accompany the guest to the reception desk for checking in.
Welcoming a guest that is deaf or has a hearing impairment
If the guest has a hearing impairment always maintain eye contact to make it easier for the guest. First place a notepad and a pen on the reception desk. Also ask the guest if they would like to give you their mobile number for communication with a reception during their stay, and communicate via SMS.
Welcoming a guest with a reduced mobility
Initially, you should greet all the guests in the same way, with the question “Welcome, how can I help you?” In that way, you will find out the guest needs and you can suggest the best-suited solution.
- A guest that is blind – introduce yourself to the guest once you are at their side. Ask if they need any help. Offer to accompany the guest.
- A guest with a personal assistant – greet both of them as both are our guests. Talk to whoever talks to you. Never talk over someone sitting in a wheelchair.
- A guest with a guide dog/service dog – try to avoid eye contact with the dog, the dog is on duty. Remember that the dog is allowed all over the hotel including the restaurant.
- The guest has crutches or a walking stick – invite the guest to sit down in the lobby. Ask if the guest is in need of a shower chair. Give the guest a room near the lift. It's not easy to walk on crutches.
- If the guest has a hearing impairment or an interpreter – maintain eye contact with the guest. Offer a pen and paper. Ask the guest if he or she likes to communicate via SMS during the stay.