“I’m impressed with the facilities you have here (Dubai). I want to use the public transport facilities more often before I can make an informed decision, but from what I have seen, authorities and hotels are putting their foot in the right direction,” she added.
It is evident that hotel operators have sensed the market and are providing adequate facilities for tourists looking to travel. But Illaghan and Calise stress the importance of adequate training amongst hotel staff to handle tourists with disabilities is paramount.
“Disability is a social label that dictates what people cannot do as compared to what they can do. Disabilities need to be seen in a positive context and not as a social stigma,” Illaghan said.
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“Children need to be taught about this in schools, and as they grow, depending on the industry they work in, they could receive focused training on the matter,” said Calise.
“The problem occurs when you start classifying things into different segments. There’s a segment of the wheelchair and one for the blind; that is wrong as people can have more than one disability. The credible thing is to make people understand that it is one common category,” he added.
The Millennium Airport Hotel Dubai goes a step further and notifies the staff at Dubai Airport to keep a wheelchair on hand as soon as a relevant booking has been made. The hotel staff is in constant communication with the airport representatives and the latter ensures that the reception and bell boy are geared up to offer dedicated service to the incoming guest.
The hotel’s general manager Simon Moore said to Hotelier: “Priority is given for guests with special needs in order to fully satisfy their requirement.”
Dusit Thani Dubai has a well-defined programme in place. Aside from the ‘Disability Awareness Training Programme’ conducted, the hotel has 25 first aiders who are trained for emergency situations.
An Emergency Response Team (ERT) is also in place at the hotel. Front liners are also trained on how to welcome, check-in and out and escort guests who are physically challenged. Guests who require special attention are discussed during daily morning operation briefings and are written on the ERT board, a company spokesperson told Hotelier.
Calise was impressed with Dubai, and the potential and promise that comes with a developing city.
“Dubai has a great opportunity to market the Expo 2020 as the first fully accessible World Expo” he explained further.
“Milan tried to offer a fully accessible Expo 2015, but they were not too successful, let’s hope Dubai can explore this opportunity,” Ambrose concluded.
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