Accessible Customer Service Plan
Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities
Georgian Bay Hotel is committed to excellence in serving all customers including people with disabilities.
We will ensure that our staff is trained and familiar with various assistive devices we have on site, or that we provide that may be used by customers with disabilities while accessing our goods or services such as anti-slip mats, safety bars, and an on-site wheelchair. Georgian Bay Hotel also ensures communication with outside care and medical rental companies to arrange for equipment drop off as well as pick up for the convenience of our Guest’s with disabilities.
We will communicate with people with disabilities in ways that take into account their disability, to ensure a convenient and comfortable stay with the Resort.
We welcome all licensed/ certified service animals at Georgian Bay Hotel. All service animals are allowed to be on the parts of our premises that are open to the public, as long as the animal is not otherwise excluded by law. We also have designated units for our Guests who travel with their service animals.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Fees will not be charged for support persons who are sharing occupancy of a guest(s) with disabilities.
Fees are only charged in cases where Georgian Bay Hotel offers a service(s), not included with the standard occupancy of a unit such as restaurant meals, crafts/ activities that incur costs, as well as our spa and salon services.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Georgian Bay Hotel will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be placed at the main Reception Desk, Lobby Entrance, as well as any other area affected by the disruption. In cases where Georgian Bay Hotel has prior notice of a disruption, notices can be distributed to all units with all pertinent information included.
Georgian Bay Hotel will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.
Individuals in the following positions will be trained:
3. Front Desk Manager
4. Front Desk Reception Employees
5. Housekeeping Manager
6. Housekeeping Office Support Staff
7. Select Housekeeping Attendants
8. Maintenance Employees
9. Club House Staff Employees
10. Select Food and Beverage Employees
This training will be provided to staff immediately upon beginning employment with Georgian Bay Hotel & Conference Centre and will be provided on an on-going basis.
Training will include:
An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
How to interact and communicate with people with various types of disabilities
How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
What to do if a person with a disability is having difficulty in accessing Georgian Manor Resort and Country Club’s goods and services.
Staff will also be advised and trained where necessary when changes are made to Georgian Bay Hotels Accessible Customer Service Plan.
Customers who wish to provide feedback on the way Georgian Bay Hotel provides goods and services to people with disabilities can do so by e-mail, regular mail, verbally, customer comments cards provided by the company, and by telephone.
All feedback, including complaints, will be forwarded to the General Manager of the Company, as well as all Managers/ Employees directly affected by the complaint, so that it can be addressed and rectified as quickly as possible.
Customers then can expect to hear back in 7-14 days, if not sooner, from a representative of Georgian Bay Hotel.
Modifications to this or other policies
Any policy of Georgian Bay Hotel that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.