Team Member Handbook

I Care About Our Guests

Our Guests Each guest has a different experience when they approach and enter your business. What they see, hear and feel will depend on who they are and their expectations. It’s up to us to make sure that the guest experience exceeds their expectations so they come back and visit us again, and again, and again…

During your induction training you will cover who your guests are and their needs – knowing this will help make sure they keep coming back.

You may also be serving guests who have special needs and they too have high expectations of excellent service.

Serving guests with disabilities The Disability Discrimination Act 1995 (DDA) makes it unlawful to treat people with a disability less favourably than other people for a reason relating to their disability. Since 1999, all service providers have had to make reasonable adjustments to cater for people with disabilities, by providing extra help and looking at the way service is provided. What do we mean by ‘disability’? The Disability Discrimination Act defines a disabled person as someone who has a physical or mental impairment that has a substantial and long term adverse effect on his or her ability to carry out normal day-to-day activities.

This can include: • Blind/partially sighted • Deaf/hearing impaired • Speech/language difficulties

• Mobility impaired • Learning difficulties • Other ‘disabilities’ e.g. epilepsy, mental health problems, skin conditions, facial disfigurement

7