Tips for reservation and reception staff in Hotels, Resorts, Retreats and Holiday Parks

For accommodation providers, the guest experience does not begin when someone walks through the front door. It begins the moment they book, ask a question, receive a confirmation email or arrive in the car park wondering whether the property will truly meet their needs.

For guests with disability, older travellers, carers and families, those early touchpoints matter enormously. A warm smile at reception is important, but inclusive hospitality requires more than goodwill. It requires preparation, awareness and practical systems that help every guest feel expected, respected and confident.

Through our Inclusion Training Programs for tourism operators, one of the most common things I see is that staff genuinely want to do the right thing, but are often unsure how to communicate with guests who have accessibility needs. This uncertainty can lead to awkward interactions, missed opportunities or assumptions that affect the guest experience.

The good news is that inclusion does not need to be complicated. Small, thoughtful actions by reception teams can make a significant difference.

Image credit: Quest Apartments Woolloware Bay

Reception teams shape the first impression

Reception staff are often the first human connection a guest has with a property. They set the tone for the stay, answer practical questions and help guests feel welcome.

For a guest with accessibility needs, that first interaction can either build trust or create concern. If staff seem unsure, dismissive or unaware of the guest’s requirements, the guest may immediately worry about what else has been overlooked. 

On the other hand, when reception staff are prepared, calm and respectful, it sends a powerful message: "you are welcome here, and we have thought about your stay."

That sense of confidence is central to inclusive tourism.

Confirm the right room before arrival

One of the simplest ways to improve the experience is to check that the correct room type has been reserved.

Accessible rooms are limited, and they are sometimes booked by guests who do not need accessibility features, either by mistake or because the rooms are larger. This can create a serious issue when a guest who genuinely requires those features is left without a suitable room.

A few days before check-in, reception teams can review accessible room bookings and contact the guest with a simple, open question:

“How can we make your stay more comfortable?”

This is not intrusive. It is welcoming. It gives the guest an opportunity to share practical information and gives the property a chance to prepare properly.

This is also a good time to explain accessible parking, the closest drop-off point, the location of lifts, and any details that may help the guest arrive with less stress.

Prepare the property, not just the paperwork

Inclusive service is not only about what staff say. It is also about what guests physically experience when they arrive.

Before check-in, staff should consider whether the guest’s path of travel is clear. Are walkways free from laundry cages, delivery items or cleaning equipment? Are lifts working? Is lighting operational? Are the accessible parking bays available and easy to identify?

These details may seem small during a busy day, but they can significantly affect whether a guest feels safe, independent and considered.

A pre-arrival check is a practical habit that can prevent avoidable frustration. It also helps staff identify issues before the guest has to raise them.

Support independence wherever possible

Image credit: Mandy Carroll 

A common misconception is that people with disability always travel with someone who can assist them. Many do not. Others may travel with a companion but still want as much independence as possible.

Accommodation operators should consider how the room and service experience can reduce unnecessary reliance on staff.

For example:

- Are towels within reach?

- Is the shower nozzle positioned at an accessible height?

- Can the guest reach the kettle, microwave, light switches, remote control and key amenities?

Imagine preparing to have a shower and realising the towel is on a high shelf or across the room. The guest may then have to call reception for assistance with something that could easily have been prevented.

That can feel frustrating, uncomfortable and undignified.

Improving independence is not only better for guests. It also reduces unnecessary calls to reception and limits the time staff spend away from the front desk. That is a win for service quality and operations — the rare hospitality unicorn.

Create an eye-level welcome

Many reception counters are not designed with wheelchair users in mind. After visiting hundreds of hotels, motels, resorts and holiday parks, I have seen how uncommon lowered check-in counters still are.

However, operators do not need to wait for a major renovation to improve the experience.

Reception staff can step around the desk, sit with the guest, or complete check-in using an iPad or clipboard. This simple adjustment creates an eye-level interaction and avoids making the guest feel as though they are being spoken down to — physically or otherwise.

Inclusive service is often found in these human moments. A small change in body language, positioning or process can completely alter the tone of the interaction.

Offer help without making assumptions

Many hotel room doors are heavy because of fire safety requirements. For guests who are unsteady on their feet, use mobility aids or have reduced upper-body strength, opening the door while managing luggage can be difficult.

Reception staff can mention this at check-in and offer assistance with luggage or room entry. The key is to offer, not assume.

Some guests will appreciate support. Others are highly independent and will prefer to manage on their own. If a guest declines assistance, that answer should be respected.

A helpful approach might sound like:

“Some of our doors can be quite heavy due to fire safety requirements. Would you like any help with your bags or getting settled?”

This gives the guest control. It is practical, respectful and avoids making disability the focus of the conversation.

Inclusive service is a skill

Empathy matters, but inclusive service also requires training. Staff need to understand appropriate language, respectful communication, practical accessibility considerations and how to respond when they are unsure.

Without training, even well-meaning team members can feel nervous. That nervousness can lead to silence, overhelping, avoidance or awkward assumptions.

With the right support, staff become more confident. They learn that inclusive communication is not about saying the perfect thing every time. It is about being respectful, asking practical questions and listening to the guest.

A better welcome creates a better stay

Reception staff play a pivotal role in shaping how guests feel from the moment they arrive. For guests with disability, that welcome can influence the entire stay.

When teams confirm the right room, prepare the arrival pathway, support independence, communicate respectfully and offer help without assumptions, they create an experience that feels thoughtful and professional.

Inclusive hospitality is not about grand gestures. Often, it is about small moments of preparation that say, “We thought about you before you arrived.”

That is what guests remember.

For accommodation operators, investing in inclusion training is one of the most practical ways to improve service, reduce uncertainty and create more welcoming stays for all guests. Learn more about our online training or in-person training HERE>

Kerry Williams

Founder - Accessible Accommodation