A great guest experience for all
At Scandic, we work together to make each person feel welcome. This creates a happy work environment for our team members that in turn helps make Scandic more successful.
We make sure everyone feels just as welcomed
It’s important that Scandic’s team members feel comfortable when interacting with all kinds of guests. We hope you want to learn more about how to interact with guests who have accessibility needs and
that you’ll become an ambassador for accessibility – both at work and in your personal life!
How can you make Scandic’s guests feel welcome in different situations? Watch the films below to find out.
Welcoming a guest that is blind or visually impaired
You can often tell that a guest is blind or visually impaired by their white cane. Since visiting any new place can be challenging, we aim to do everything we can to make guests with visual impairments feel safe and comfortable. If you don’t have time to do this from the moment the guest arrives, ask him or her to have a seat in the lobby while you find another team member to help. You can also offer to accompany the guest to the reception desk to help them check in.
Welcoming a guest that is deaf or has a hearing impairment
If the guest has a hearing impairment, always maintain eye contact. This makes it easier for the guest to read lips. Remember to place a notepad and a pen on the reception desk. You should also ask the guest if they’d like to give us their mobile number so it’s easy to communicate with them by text messages during their stay.
Welcoming a guest with reduced mobility
Initially, greet all guests in the same way by saying, “Welcome! How can I help you?” This is a good way to find out what the guest needs so you can suggest the best solution.
- Guest that is blind: Introduce yourself to the guest once you’re at their side. Ask if they need any help and offer to accompany them.
- Guest with a personal assistant: Greet both of them since both are guests. Talk to whoever talks to you. Never speak over a person in a wheelchair.
- Guest with crutches/cane: Invite the guest to sit down in the lobby. Ask if they need a shower chair and try to give them a room near the elevator to make getting around easier.
- Guest with a hearing impairment or an interpreter: Maintain eye contact with the guest. Offer a pen and paper. Get the guest’s mobile number to be able to communicate by text message.
WHAT HAVE YOU LEARNED?
- What is the first thing you should do when serving a guest that is blind?
- Introduce yourself once you’re by their side.
- Put your hand on their arm and say, “Welcome! How can I help you?”
- If a guest has difficulty walking, for example, he or she is on crutches, what should you do?
- Lead the guest to their room by holding their hand.
- Invite the guest to sit down.
TAKE THE CHALLENGE! NAVIGATE YOUR HOTEL IN A WHEELCHAIR
The best way to prepare to help guests with special needs is to experience the world as they do. Borrow one of the hotel’s wheelchairs to move about in the hotel and reach for the things you need.
- How was the experience?
- Was it easy to get everywhere and reach everything?
- Is there anything we can do at our hotel to make things easier for guests that use wheelchairs?