Team Member Handbook

I Care About Our Guests

You will find a copy of the promise displayed in your business. You should talk to your Manager about how you can make the promise ‘live’ for your guests in your business.

Activity Remember!

Our promise to our guests with disabilities: Always remember that you are dealing with a person with a disability, not a disabled person. They are first and foremost people just like you.

• We will spend time evaluating what the person with a disability might need us to do to help them • We will always listen to the requirements of guests with disabilities and be flexible and willing to accommodate e.g. provide table service for drinks • We will ensure that you can provide advance information on the layout and facilities • We will be prepared to move tables around for parties including persons with a disability • We will be prepared to take bookings for parties including persons with a disability in order to provide a level of assurance • We will take time to understand the difficulties facing persons with a disability and respond accordingly, e.g. help with bags if applicable • When taking bookings for function rooms/letting bedrooms that are not accessible to persons with a physical disability, we will make sure that we inform the person booking that this is the case • We will ensure any disabled parking spaces are restricted to persons with a disability • We will ensure ramps are cleared of snow during winter • We will make sure that we are aware of guests who may need special assistance in the event of an emergency and help them accordingly • We will provide table service if practicable (this also applies to breakfast where provided) • We will ensure that disabled toilets are clean, obstruction free, not used as storage rooms, well lit and will carry out regular checks. If RADAR keys are used they will be readily available • We will read out information to guests as required • Assisted dogs, i.e. guide dogs and hearing dogs for the deaf, are welcome in all our businesses including dogs in training

• We will ensure that lighting is always on and working during trading hours • We will take the time to write information down for guests as required • We will provide easy to handle glasses/cutlery and straws if available • We will be patient and allow guests to finish what they are saying

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