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ACCOMMODATION and LAW
12
Equality
ACT
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Have a read of the four possible scenarios of the Equality Act
A guest with a very bad stutter is taking a long time to check out, having raised a query about
his bill, and other guests in the queue behind him are getting restless. The guest with the
speech impairment is politely asked to wait while the other guests are quickly attended to, and
he then receives the receptionist’s full attention.
Is this discrimination?
Yes,
although this helps the other guests, it discriminates against the disabled guest (a speech
impairment of this kind is a disability).
A partially-sighted guest complains that the print on the menu is too small for him to read.
Is this discrimination?
No,
as long as a reasonable adjustment is made, such as reading out the menu to the guest or
discussing the options available. ‘Reasonable adjustments’ are not always matters of company
policy; they can also be matters of individual behaviour.
A pregnant woman asks for a more comfortable dining room chair, but you are unable to provide
one before she finishes her meal.
Is this discrimination?
No:
pregnancy is not a condition that falls within the scope of the Equality Act. Failing to
change the chair might be poor service, but it is not discrimination.
A guest with a blue disability sticker on her car arrives to find that all the designated accessible
parking spaces are full. She complains.
Is this discrimination?
No,
provided the spaces are occupied by other badge holders. We must do our best to ensure
that other guests do not park in these areas.
Innkeeper’s Lodge
Accommodation and Law
CONTINUED
Equality ACT
CONTINUED