Hotel Guests With Disabilities

Vocabulary

100

What is a disability?
A) A type of sickness
B) A condition that makes some things more difficult
C) A type of accident

B) A condition that makes some things more difficult

100

What does “impairment” mean?
A) A type of job
B) A hotel tool
C) A problem with a body part or how it works

C) A problem with a body part or how it works

 

100

What is a service animal?
A) A trained pet that helps people with disabilities
B) A pet that stays in a hotel
C) A hotel mascot

A) A trained pet that helps people with disabilities

 

100

What is an accessible room?
A) A room on the first floor
B) A room for guests with disabilities
C) A room with two beds

B) A room for guests with disabilities

 

100

What does “patience” mean?
A) Being fast
B) Being calm and not rushing
C) Being busy

B) Being calm and not rushing

 

Hearing/Speech

100

How can hotel staff help a guest with a hearing impairment?
A) Talk faster
B) Write things down
C) Yell

B) Write things down

 

100

What is the best way to help a guest with a speech impairment?
A) Ignore them
B) Finish their sentences
C) Be patient and let them finish

C) Be patient and let them finish

 

100

If a guest reads lips, where should you look when speaking?
A) Down at your notes
B) At their hands
C) Directly at their face

C) Directly at their face

 

100

What can help a guest who cannot speak?
A) A communication aid like pictures or a tablet
B) A loud voice
C) A phone

A) A communication aid like pictures or a tablet

100

If you don’t understand a guest’s speech, what should you do?
A) Walk away
B) Ask politely if they can repeat
C) Pretend you understand

B) Ask politely if they can repeat

 

Visual/Mobility

100

What is one way to guide a visually impaired guest?
A) Push their back
B) Offer your arm and walk slowly
C) Let them walk alone

B) Offer your arm and walk slowly

 

100

What tool might a visually impaired guest use?
A) A walker
B) A flashlight
C) A white cane

C) A white cane

 

100

If a guest asks for help finding the elevator and can’t see well, what should you do?
A) Point in the direction
B) Give clear verbal directions or walk with them
C) Say you’re busy
 

B) Give clear verbal directions or walk with them

100

Why should a guest with low vision stay in an accessible room?
A) It is closer to the lobby
B) It has features that help with safety
C) It costs less

B) It has features that help with safety

 

100

What can hotel staff describe when helping a visually impaired guest walk?
B) The weather
A) Steps, doors, and furniture
C) Their favorite color

A) Steps, doors, and furniture

Mental Impairments

100

What should you do if a guest with a mental impairment looks confused?
A) Laugh
B) Help calmly with short, clear instructions
C) Call another guest

B) Help calmly with short, clear instructions

 

100

A guest with a mental disability needs help unlocking the door. What is the best response?
A) Unlock it and say nothing
B) Give fast instructions
C) Show them slowly and explain each step

C) Show them slowly and explain each step

 

100

What should you never assume about a guest with a disability?
A) That they need help
B) That they can't understand
C) That they are friendly

B) That they can't understand

 

100

Why is showing respect important in all situations?
A) It makes your job easier
B) It helps create a welcoming environment
C) It impresses your boss

B) It helps create a welcoming environment

 

100

If a guest has trouble understanding, what should you do?
A) Repeat using simpler words
B) Speak faster
C) Call security

A) Repeat using simpler words

 

Service Animals

100

What is the job of a service animal?
A) Entertain hotel guests
B) Carry bags
C) Help a person with a disability

C) Help a person with a disability

 

100

What should you do if a service dog is in the hotel lobby?
A) Ask it to leave
B) Don’t pet or distract it
C) Give it water

B) Don’t pet or distract it

 

100

What should you say if a guest complains about a service animal?
A) “It’s allowed by law to help its owner.”
B) “It’s just a pet.”
C) “I’ll ask them to leave.”

A) “It’s allowed by law to help its owner.”

100

How can you tell if a dog is a service animal?
A) It wears a vest or harness and stays close to the guest
B) It barks loudly
C) It sleeps in the lobby

A) It wears a vest or harness and stays close to the guest
 

100

Are service animals allowed in dining areas?
A) No, never
B) Yes, because they help their owner
C) Only if they are small

B) Yes, because they help their owner