WHAT happens WHEN we get it wrong?
ALENA, A NEW ACCOR PLUS MEMBER, RECENTLY ARRIVED AT ONE OF OUR PROPERTIES.
with Alena, asking “what time would your friend like to check out – would 12 noon be suitable for her?”. Alena complained to the general manager saying that she felt insulted, disrespected and ignored. Alena explained that she is more than capable of managing her bookings and making her own decisions, all she needed was for Steve to guide her into the hotel.
She tried having a conversation with a team member at the front desk about checking in and arranging a late check-out for the next day. As a white cane user living with a vision impairment, Alena had come in with a friend, Steve, who was helping her with her travels that day. The team member was asking all the right questions, but directing the conversation to Steve rather than speaking
CREATING BELONGING
It can be helpful to view the interpreter as simply a messenger while you speak directly to the guest. WE SPEAK DIRECTLY WITH THE PERSON and not the interpreter
not to the person they are with. The same goes for someone using an Auslan sign language interpreter or taking a call through the National Relay Service on the phone. HEARTISTS SPEAK DIRECTLY to anyone with a disability,
30 | ONE: PEOPLE CRAVE BELONGING
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