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How To Assist Guests With Their Special Needs

The document discusses how to properly serve special guests at a hotel including elderly guests, children, disabled guests, non-native speakers, single guests, and guests with health issues. Hotel staff should anticipate needs, treat all guests with respect and extra care, ensure accessibility, and accommodate any special requirements regarding food, assistance, or communication barriers. Special attention should be paid to making disabled, elderly, or young guests feel comfortable.

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alfonso manansala jr
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3K views

How To Assist Guests With Their Special Needs

The document discusses how to properly serve special guests at a hotel including elderly guests, children, disabled guests, non-native speakers, single guests, and guests with health issues. Hotel staff should anticipate needs, treat all guests with respect and extra care, ensure accessibility, and accommodate any special requirements regarding food, assistance, or communication barriers. Special attention should be paid to making disabled, elderly, or young guests feel comfortable.

Uploaded by

alfonso manansala jr
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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 Anticipating guest’s needs and assisting

guests in fulfilling their needs are the


prime jobs of an hotelier. Though all
guests should be attained with highest
possible service, however there are some
special guests who are to be treated
with extra attention and care due to
having some special requirements.
 Aged or elderly guests.
 Infant and young children
 Disabled guest or handicapped guest
(ex. blind, deaf or wheelchair
depended)
 Non-native guests or foreign language
speaking guests.
 Single or solitary guests
 Guest who have health issues such as:
 Heart patients
 Allergic to some foods
 Special dietary needs
 SERVING AGED OR ELDERLY GUESTS
› Escort the guest to the guest table and help
him/her to be seated
› Arrange calm and quite corner with suitable
and comfortable chair for the aged guests.
› Always serve the elderly guests first with
great care and respect.
› Ask for any special assistance or
requirements.
 SERVING AGED OR ELDERLY GUESTS
› Treat guest on the basis of their pace.
› Deal with the guest in a clear, slow and calm
voice.
› Anticipate their needs concerning their
functional disabilities or difficulties
› Escort the old guests to the washroom and
exit, if necessary.
 SERVING INFANT OR YOUNG CHILDREN
› Always treat all infant or young guests as VIP
guests.
› Deal with young guests with a playful mind
and special care.
› Be friendly and familiarize with the child.
› Politely ask the parents to determine any
special requirements such as:
 SERVING INFANT OR YOUNG CHILDREN
› required cutlery
› high chair
› any special food recommended
› whether allergic to any food or not
Provide clean and presentable baby chair or
high chair
Offer bread or crackers immediately after the
child is being seated.
 SERVING INFANT OR YOUNG CHILDREN
› Present the children menus (specially made
for the children
› Place the order (serve the children first)
› Offer to cut the food after the child is seated
and the meal arrives
› Always arrange children’s cutlery
› Keep sharp items and hot items out of child’s
reach
 SERVING INFANT OR YOUNG CHILDREN
› Provide extra napkins and unstemmed.
› Offer the child guest or children guests some
coloring books/ crayons whilst waiting for
their course to keep them busy and quiet.
› Always arrange necessary baby chairs,
cutlery and service to accommodate all
requests whenever requires
 SERVING DISABLED GUEST
› Offer your help before the guest is being
asked for help
› Treat them with special care and attention
and deal with a soft and clear tone
› Provide them a comfortable and suitable
seating arrangement and make the area as
functional
› Anticipating their needs (ex. wheelchairs,
required cutlery) and offer help for nay
request
 SERVING DISABLED GUEST
› Make the area as functional as you can
› Offer help in taking their food, if required.
› Escort them to the entry and exit.
› Do not take extra care of them too much so
that they can think themselves ALIENS.
› If the guest is visually impaired then offer
necessary assistants such as:
 SERVING DISABLED GUEST
› Offer your hand to escort the guest to the
table
› Read the menu and describe buffet
› Fill plate at buffet for them.
› IF THE GUEST HAS HARD OF HEARING
› deal with them through the lip reading or
body language or gestures
 SERVING NON-NATIVE OR FOREING
LANGUAGE SPEAKING GUESTS.
› Try to communicate with the non-native
guest by using a common language for both
of you.
› If you are unable to communicate with him
then ask for permission from the guests to
find a personnel or a person who can help to
communicate
 SERVING NON-NATIVE OR FOREING
LANGUAGE SPEAKING GUESTS.
› If necessary, use a translator to deal with the
guest or ask a colleague who knows the
guest’s language
› While dealing with the foreign language
speaking guest, use distinct signs, sing
language, gestures or draw pictures.
 SERVING SINGLE GUESTS
› Arrange a comfortable seating arrangment
with an interesting view
› Serve the guest with special attention
› Offer newspaper or magazines.
› Be familiarize with the guest and approach
with a friendly behavior
› Talk to guest ( if time allows and the guest I
receptive)
 SERVING SINGLE GUESTS
› Arrange a comfortable seating arrangment
with an interesting view
› Serve the guest with special attention
› Offer newspaper or magazines.
› Be familiarize with the guest and approach
with a friendly behavior
› Talk to guest ( if time allows and the guest I
receptive)
 SERVING GUESTS WITH HEALTH ISSUES
› Identify whether the guest is allergic to any
food or not (seafood, nuts)
› Determine from guest regarding any special
dilatory needs.
› Before serving the guest, confirm whether
the guests has any serious health problem.
› Consult with the responsible chef and
supervisor before placing the order
 SERVING GUESTS WITH HEALTH ISSUES
› Check to ensure the food is prepared
according to the requirements before
serving it to the guest.
› Give assurance that all meals are prepared
concerning their health issues.

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