Abstract
The Embassy Suites Resort in Lake Buena Vista, Florida, provides full guest accessibility under the terms of the Americans with Disabilities Act, and most of those accommodations are not apparent to guests. Awareness training for employees further reinforces quality service by encouraging employees' sensitivity to guests' special needs. Here are a few of the ideas described in the article: high-contrast color schemes for doors and walls to assist in locating doorways; steps equipped with lighted strips; elevator doors on slow timers; vending-machine controls at a low height; beds on raised frames; careful placement of the room's fixtures and amenities; fire alarms equipped with strobes and horns; under-the-pillow vibrating alarms; roll-in showers with benches; grab bars in strategic locations; TDDs; closed-caption TVs; door-knocker flashers; and alarm clocks with large displays and a “talking” feature. Employees are taught not to be fearful of people who are disabled and are given instruction in how to address comfortably and naturally the needs of those guests.
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