Accessibility
Website AODA Policy Summary
Union Hotel is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act (the “AODA”).
General Requirements
Union Hotel will develop, implement, and maintain policies which govern how each hotel will achieve accessibility measures as required through the AODA. We are committed to meet the accessibility needs of persons with a disability in a timely manner.
Accessibility Plan
We will develop, maintain, and document an Accessibility Plan outlining the company’s strategy to prevent and remove barriers and to improve opportunities for persons with disabilities. The Accessibility Plan will be reviewed and updated at least once every five years, and will be posted on the company’s website. Upon request, we will provide a copy of the Accessibility Plan in an accessible format.
Training
We will ensure that training is provided on the requirements of the AODA and the Human Rights Code as it relates to persons with disabilities. Training will be provided in a way that best suits the duties and responsibilities of team members and leaders. Union Hotel , will provide training to the following individuals:
- all its team members;
- all individuals who participate in developing the Hotel’s accessibility policies; and
- all other persons who provide goods, services, or facilities on behalf of the company
Team members will also be trained when changes are made to the accessibility policies.
Customer Service
Union Hotel is committed to ensuring that we serve guests with disabilities in the same manner as all guests – consistent with the principles of independence, dignity, integration, and equal opportunity.
Assistive Devices
We are committed to serving people with disabilities, who use assistive devices to obtain, use, or benefit from our goods and services. At no time will anyone using an assistive device be denied access to their device while using the facilities of the hotel, unless there is a pre-existing law prohibiting the use of the device.
Service Dogs or Animals
We are committed to welcoming people with disabilities who are accompanied by a service animal in all areas of our hotel that are open to the public except, where the animal is otherwise excluded by law. In these instances, appropriate alternatives will be offered. . We will also ensure that all team members, volunteers, and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
Support Persons
We welcome guests who are accompanied by a support person, when the support person has been hired or chosen by the person with a disability to accompany them to assist in accessing goods or services and/or for the purpose of providing support with mobility, personal assistance and/or communication. Individuals who are accompanied by a support person are encouraged to inform relevant Hotel team members of their participation.
Notice of Disruption
We will provide guests with notice in the event of a planned or unexpected disruption in our hotel as it relates to facilities or services. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
Information & Communications
Union Hotel is committed to meeting the communication needs of people with disabilities. Where appropriate, we will consult with people with disabilities to determine their information and communication needs.
Accessible Formats and Communication Support
Upon request, the Hotel will provide or arrange for the provision of accessible formats and communication supports for individuals with disabilities in a timely manner. There will be no additional charge for accessible formats.
Union Hotel will consult with the person with the making the request to determine the suitability of an accessible format or communication support.
Emergency Procedures, Plans, or Safety Information
We are committed to providing guests and clients with publicly available emergency information in an accessible format upon request. We will also provide team members with disabilities with individualized emergency response information when necessary.
If you are a person with a disability checking into the Hotel, we ask that you notify the guest service agent upon check-in.
Feedback
Union Hotel will ensure that its feedback processes are accessible to persons with disabilities by providing or arranging for the provision of accessible communications and supports, upon requests.
Employment
Union Hotel is committed to fair and accessible employment practices. This section outlines requirements for the accommodation of persons with disabilities during the recruitment process and throughout the course of employment with the Hotel.
Recruitment
Union Hotel will notify its team members and the public about the availability of accommodation for applicants with disabilities in its recruitment and assessment processes and when people are hired. This will be indicated in the job postings. We will notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used. If a selected applicant requests an accommodation, we will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs. When making offers of employment, we will notify the successful applicant of its policies for accommodating employees with disabilities.
Informing Team Members of Supports
We will inform our team members of our policies used to support team members with disabilities, including policies on the provision of job accommodations that take into account a team member’s accessibility needs due to disability. This information will be provided to new team members as soon as practicable after commencing employment and shall be updated for all team members whenever there is a change to existing policies.
Accessible Formats and Communications Supports for Team Members
The Hotel will inform its team members of policies developed for those with a disability. This information will be provided to new team members as soon as practicable after they begin their employment. Any changes to policies will be communicated through communication channels or through formats that consider the team member’s disability
Workplace Emergency Response Information
The Hotel will provide individualized workplace emergency response information to team members who have a disability, if the disability is such that the individualized information is necessary, and if the Hotel is aware of the need for accommodation due to the team member’s disability, We will provide this information as soon as practicable after becoming aware of an accommodation request.
Where the team member requires assistance, and following receipt of consent of the team member, the Hotel will provide the workplace emergency response information and accommodation support needs to the person designated by the Hotel to help the Team Member in the event of a workplace emergency. We will review the individualized workplace emergency response information if the team member moves to a different location or position within the organization, and when the Team Member’s overall accommodations needs or plans, or the Hotel’s general emergency response policies are reviewed or revised.
Return to Work Processes
Union Hotel maintains a documented return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations to return to work. The process shall outline the steps Four Seasons will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.
Performance Management, Career Development and Advancement & Redeployment
Union Hotel will consider the accessibility needs of team members with disabilities and the documented Individual Accommodation Plan during all performance management, career development and advancement, and redeployment processes.
Transportation
While the hotel is not primarily in the business of transportation, we periodically provide or arrange for transportation services for guests. Accessible transportation or equivalent services are provided (upon request) for persons with disabilities and is provided at no additional cost. Individuals must contact the Guest Services department or the Event’s Coordinator to request this accommodation.
Integrated Accessibility Standards Policy
COMMITMENT
Silver Hotel Group (the “Company” or “SHG”) is committed to the promotion of accessible hotels, compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and meeting the accessibility needs of individuals with a disability in a timely manner.
Purpose:
The purpose of the Integrated Accessibility Standards Policy is to develop, implement and maintain policies which govern how each SHG hotel will achieve accessibility measures as required throughout the AODA.
Scope:
This policy has been created in accordance with the Integrated Accessibility Standards Regulation to address the Company’s accessibility program. The policy provides strategic direction to provide accessibility support to all team members and guests who have a disability.
This policy applies to Silver Hotel Group’s properties in Ontario, specifically to team members, volunteers, and/or contractors who deal with the public or other third parties that act on behalf of Silver Hotel Group.
A. GENERAL REQUIREMENTS
Through the Integrated Accessibility Standards Policy, the Company will develop, implement, and maintain policies which govern how each hotel will achieve accessibility measures as required through the AODA. The Company is committed to meet the accessibility needs of persons with a disability in a timely manner.
i. Multi-Year Accessibility Plan
The Multi-Year Accessibility Plan (the “Plan”) establishes, implements, and maintains, and documents the phased-in strategy to prevent and remove barriers as well as address current and future requirements of the AODA. The Plan will be reviewed by the General Manager and Human Resources Department and approved by the Corporate Director of Operations and the Vice President of Operations at least once every five years.
ii. Training
The Company is committed to ensuring training is provided on the requirements of the Integrated Accessibility Standard to all Team Members, volunteers, and all other persons who provide goods and services on behalf of the Hotel.
Each person will be trained as soon as practicable. New Team Members will receive training during onboarding. Training will also be provided in respect to the changes in the policy on an ongoing basis. Records of the training will be maintained within Payworks and/or an alternative tracking platform. It will also include the date and number of individuals in attendance if it executed in a group setting.
B. INFORMATION & COMMUNICATION
The Company strives to create, provide, and receive information and communications in ways that are accessible to people with disabilities.
i. Feedback
The Company will ensure that feedback processes are accessible to persons with disabilities by providing or arranging for the provision of accessible communications and supports, upon requests. Feedback can be received online (email), in writing, (letter, fax etc.) or verbally (in person, on telephone, etc.) to the Hotel’s General Manager and the Human Resources department at hr@silverhotelgroup.com.
ii. Accessible Formats and Communication Support
Upon request, the Company will provide or arrange for the provision of accessible formats and communication supports for individuals with a disability. The formats will be provided in a timely manner and consider the person’s disability. There will be no additional charge for accessible formats.
The Hotel will consult with the person with the making the request to determine the suitability of an accessible format or communication support.
iii. Emergency Procedures, Plans, or Safety Information
The Company has implemented emergency procedures, plans and public safety information to promote the safety of its guests, team members, volunteers, and contractors. Upon request, public information regarding the Hotel’s emergency procedures will be provided in an accessible format. This information will be made as soon as practicable upon request.
iv. Accessible Websites & Web Content
Silver Hotel Group will ensure that the official website and web content conforms to the Worldwide Consortium Web Content Accessibility Guidelines (WCAG) 2.0, Level A, at minimum. Except where meeting this requirement is not practicable, this conformity applies to websites, web content and web-based applications that are controlled directly or through a contractual relationship that allows for the modification of the product and web content.
New documents, (PDF, Word, PowerPoint etc.) posted to the Company’s website will be presented in an accessible format as defined by the WCAG 2.0 standards. Website users are encouraged to contact the General Manager if they are unable to access a document posted on the website.
C. EMPLOYMENT
Silver Hotel Group is committed to providing equal treatment with respect to employment without discrimination on the prohibited grounds outlined in the Human Rights Code. We have adopted this policy to ensure that our team members are provided with meaningful employment that is ethical and fair, and in compliance with all applicable employment and human rights legislation.
The approach taken by Silver Hotel Group in the provision of reasonable accommodation shall include:
- Personalized plans designed to meet specific needs of individuals;
- Collaborative practices in the creation and implementation of accommodation plans through consultation of all relevant stakeholders, the job applicant and/or team member to be accommodated and medical professionals;
- An approach that ensures confidentiality and dignity.
Employment standards apply to paid Team Members- not volunteers and other non-paid individuals.
i. Recruitment
The Hotel will support the accommodation of team members and job applicants who require workplace accommodation under any of the grounds described in the Human Rights Code. We will work in a consultative manner that involves the Company, the job applicant, team member, and as appropriate, any applicable union representatives, health care professionals and other third parties that are required to assist with he accommodation process, up to the point where it causes undue hardship for the Hotel.
Through the recruitment process, all interested applicants will be notified about the availability of accommodations for those with a disability. A standard statement of commitment will be provided on all Hotel job postings:
“The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at 1-905-362-9480.
During the recruitment process, applicants selected for the position will be notified that accommodations are available.
“Silver Hotel Group is committed to providing accessible employment practices, in compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). If you have accommodation requests related to your employment at Silver Hotel Group, please contact the undersigned. As part of your orientation to your role, you will receive training on the AODA and related SHG policies.”
If an applicant requests an accommodation, the Hotel will arrange for a suitable accommodation in a manner that considers the applicant’s accessibility needs.
ii. Return to Work Process
The Company has in place an Early and Safe Return to Work Policy which outlines Silver Hotel Group’s commitment to make every reasonable effort to provide temporary modified or suitable alternative duties to a team member who had been absent from work due to disability.
The Early and Safe Return to Work Policy outlines the steps the Hotel takes to facilitate the return of Team Members who were absent because of their disability. Any team member requesting accommodation must make a request to their Manager or immediate Supervisor. That Manager is responsible for ensuring that a written description of the accommodation is captured on the Individual Accommodation Plan and is used during this process.
In the creation of an accommodation plan and together, in consultation with Human Resources, and where appropriate, healthcare professionals, the accommodation plan shall:
- Identify the need for the accommodation;
- Determine the objectives for performance in the role, and the potential barriers;
- Examine the options for accommodation and select the most appropriate avenue for accommodation;
- Implement the accommodation process;
- Provide training as appropriate; and
- Review and revise based on the feedback.
In the event a Team Member cannot be accommodated in their current position:
In some cases, it will be reasonable to accommodate an individual in another position within the Hotel. The Human Resources Department, working with appropriate Silver Hotel Group officers, the Team Member, and union, if applicable, will attempt to place the Team Member in another available position. This may require the assistance of third parties with specialized expertise.
Where a Team Member is placed in an alternate position, Silver Hotel Group shall ensure that they have the requisite qualifications and skill-sets necessary for success in the position, that they are capable of performing the tasks associated with the position, and that the Team Member agrees that the alternate work is acceptable.
Job Redesign:
If the accommodation requires a substantial change in the position, the Team Member, the Reporting Manager, and Human Resources will work collaboratively to determine the best resolution. This may include but is not limited to adjusting the duties, hours or work, or work location.
Financing the Accommodation:
Where the accommodation required necessitates an investment in materials, equipment or increased budget for the position, requests for financing must be directed to the Hotel’s General Manager.
Undue Hardship:
The Company shall work to provide workplace accommodation up to the point of undue hardship. Undue hardship may occur where it is established that no forms of appropriate accommodation exists, or where the creation of accommodation would cause excessive costs that create undue hardship for the organization, or where the accommodation would create a health and safety hazard.
iii. Performance Management
The Company will consider the accessibility needs of team members with disabilities and the documented Individual Accommodation Plan during all performance management processes.
iv. Career Development and Advancement
The Company will consider the accessibility needs of team members as well as the documented Individual Plan when providing career development and advancement.
v. Accessible Formats and Communication Support for Team Members
The Hotel will inform its team members of policies developed for those with a disability. This information will be provided to new team members as soon as practicable after they begin their employment. Any changes to policies will be communicated through communication channels or through formats that consider the team member’s disability.
vi. Workplace Emergency Response Information
The Hotel will provide individualized workplace emergency response information to team members who have a disability, if the disability is such that the individualized information is necessary, and if the Hotel is aware of the need for accommodation due to the team member’s disability, We will provide this information as soon as practicable after becoming aware of an accommodation request.
Where the team member requires assistance, and following receipt of consent of the team member, the Hotel will provide the workplace emergency response information and accommodation support needs to the person designated by the Hotel to provide assistance to the Team Member in the event of a workplace emergency. We will review the individualized workplace emergency response information if the team member moves to a different location or position within the organization, and when the Team Member’s overall accommodations needs or plans or the Hotel’s general emergency response policies are reviewed or revised.
D. CUSTOMER SERVICE
Customer Service Standards are addressed in the separate Silver Hotel Group AODA- Customer Service Policy.
i. Self-Serving Kiosk
The Company and some select Hotels may offer services through self-service kiosks at this time. If so, the Company will consider accessibility features that could be built into self-service kiosks to best meet the needs of its customers. We will ensure compliance when designing, procuring, or adding self-serve kiosks to fulfill future needs.
E. TRANSPORTATION
While the Company is not primarily in the business of transportation, we periodically provide or arrange for transportation services for guests. Accessible transportation or equivalent services are provided (upon request) for persons with disabilities and is provided at no additional cost. Individuals must contact the Guest Services department or the Event’s Coordinator to request this accommodation.
F. DESIGN OF PUBLIC SPACES
Silver Hotel Group shall incorporate accessibility into public spaces that are newly constructed or redeveloped on and after January 1, 2016. Our Hotels will ensure that existing requirements stated under the Design of Public Spaces Standards (Accessibility Standards for the Built Environment) are followed for accessible parking, and service-related elements. Our hotels shall also provide maintenance and restoration of public spaces, where applicable, by ensuring the Multi-Year Accessibility plan includes procedures for preventative and emergency maintenance of accessible elements in public spaces and procedures for dealing with temporary disruptions when accessible elements required under this section are not in working order.
Modifications to this or Other Policies
Any policy of Silver Hotel Group that does not respect and promote the principles of respect, dignity, independence, integration, and equal opportunity for people with disabilities will be modified or removed. This Integrated Accessibility Standard Policy is available in alternative formats upon request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner, and at no additional cost.
At minimum, this policy will be reviewed annually by Human Resources and the Operations Team. As per the Multi-Year plan, this policy will be reviewed annually by the Advisory Committee once established.. The review process, however, may be affected by AODA Regulations as they are announced. The policy may be reviewed and modified to ensure full compliance with the AODA, 2005.
Questions about this Policy
The purpose of this policy is to provide a framework through which the Hotel can achieve service excellence for all customers including customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by Human Resources.
COMMITMENT:
Silver Hotel Group (“SHG”) is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
Silver Hotel Group is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. We understand that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
We are committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities.
PURPOSE:
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is a law in Ontario with the purpose of developing, implementing, and mandating accessibility standards to achieve accessibility for persons with disabilities and applies to the provision of goods and services to the public, not the good themselves.
This accessible customer service policy will be available to anyone who requests it and will be provided in an accessible format or with communication support, on request.
SCOPE:
This policy has been developed for Silver Hotel Group’s properties in Ontario and is specifically applies to Team Members, volunteers, and/or contractors who deal with the public or other third parties that act on behalf of the Silver Hotel Group.
DEFINITIONS:
Assistive Device: is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that guests bring with them that might assist in hearing, communicating, moving, breathing, remembering and/or reading such as a wheelchair, walker, or a personal oxygen tank.
Barrier: anything that prevents a person with a disability from fully participating in all aspects of society because of the person’s disability, including physical barrier, an architectural barrier, an information or communication barrier, and attitudinal barrier, a technological barrier, a policy, or a practice (“obstacle”).
Disability: the term disability as defined by AODA, 2005 and the Human Rights Code, refers to:
- Any degree of physical disability, infirmity, malformation, or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impairment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog other animal or on a wheel chair or other medical remedial appliance or device;
- A condition of mental impairment or a developmental disability or a mental disorder;
- A learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language; or
- An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Guide Dog: is a highly trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Person’s Rights Act, to provide mobility safety and increased independence for people who are blind.
Service Animal: as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:
- It is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
- The person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Service Dog: as reflected in Health Protection and Promotion Act, Ontario Regulation 562, a dog other than a guide dog for the blind is a service dog if:
- It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or
- The person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.
Support Person: as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies them to help with communication, mobility, personal care, medical needs or access to goods and services.
POLICY:
Each SHG Hotel will strive to ensure that its policies, practices, and procedures are consistent with the following core principles as outlined in the AODA.
- Dignity: Goods and services are provided in a manner that is respectful to persons with a disability and does not diminish the person’s importance.
- Independence: Accommodating a person’s disability means respecting their right to do for themselves and to choose the way they wish to receive goods and services.
- Integration: Persons with disabilities can access all goods and services. They may require alternative formats and flexible approaches. It means inclusiveness and full participation. This is a fundamental human right.
- Equal Opportunity: Service provided to persons with disabilities in a way that their opportunity to access goods and services is equal to that given to others.
Communication with Persons with Disabilities
When communicating with a person with a disability, the Company will do so in a manner that considers the person’s disability. SHG commits to providing training on customer service to all current and future team members, volunteers, and contract trainers. This training will include how to interact and communicate with persons with various types of disabilities.
Assistive Devices
Personal assistive devices are permitted in all SHG hotels/offices except when subject to safety. SHG will train its current and future team members and co-op students on the use of various assistive devices available at the hotel. It should be noted that the provision, use and safety of personal assistive devices is the responsibility of the person with the disability.
Guests’ own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by the hotel.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other measures will be used to ensure the access of goods and services.
For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a guest with an oxygen tank may involve extinguishing candles and ensuring the guest is seated in a location that would be considered safe for both the guest and other patrons. Or, where elevators are not present and a guest requires assistive devices for the purposes of mobility, the Hotel will make every reasonable effort to provide guest rooms that are easily accessible.
Assistive devices provided by the Hotel:
The following assistive devices are available, on a first come first serve basis and upon request, to assist guests in accessing our goods and services:
- Anti-slip runner mats
- Bath benches
- Hypoallergenic bedding
Guide Dogs, Service Animals and Service Dogs
Persons with a disability who are accompanied by a guide dog, service animal and service dogs may access premises owned and operated by SHG and its affiliated hotels provided the public has access to such premises and the animal is not otherwise excluded by law. If the animal is excluded by law, the hotel will ensure that alternate means are available within reasonable time and location to provide persons with a disability access to the hotel’s goods and services. For example, securing the animal in a safe location and offering the guidance of an employee). “No pet” policies do not apply to guide dogs, service animals and/or service dogs.
Food Service Areas
A guest with a disability that is accompanied by a guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law. Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562.
Applicable Laws: The Health Protection and Promotion Acy, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold, or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold, or offered for sale; however, other types of service animals are not included in this exception.
Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevail.
If it is not readily apparent that an animal is a service animal, a Hotel Representative may ask the person with the service animal to provide verification of the animal’s duty. This can include: a letter from a physician or nurse confirming the person requires the animal relating to the disability; a valid identification card signed by the Attorney General of Ontario; or a certificate of training from a recognized guide dog or service animal training school.
The use, safety and clean-up of the service animal is the responsibility of the person with a disability.
Allergies:
If a health and safety concern present itself, for example in the form of a sever allergy to the animal, the Hotel will make all reasonable efforts to meet the needs of all individuals.
Support Persons
The Hotel welcomes guests who are accompanied by a support person, when the support person has been hired or chosen by the person with a disability to accompany them to assist in accessing goods or services and/or for the purpose of providing support with mobility, personal assistance and/or communication. Individuals who are accompanied by a support person are encouraged to inform relevant Hotel team members of their participation.
The Hotel will ensure that both parties can enter the premises together and that the guest is not prevented from having access to the support person. In situations where confidential information might be discussed, consent will be obtained from the guest, prior to the conversation where confidential information might be discussed.
In certain cases, the Hotel might require a person with a disability to be accompanied by a support person for health and safety reasons.
Before deciding, we must:
- Consult the person with a disability to understand their needs
- Consider health or safety reasons based on available evidence
- Determine if there is no other reasonable way to protect the health and safety of the person or others on the premises.
Fees: The Hotel will provide advance notice if there are fees applied to support persons within the hotel during events, meeting, or other gatherings. This will be discussed in advance, where applicable. Discounts may apply depending on the situation.
For example, if there is a function scheduled in a meeting room and food and beverage is provided, the hotel may apply an additional or reduced fee to cover the costs for the additional person (the support person).
Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of the Hotel. In the event of any temporary disruptions to facilities or services that guests with disabilities rely on to access or use the Hotel’s goods or services, reasonable efforts will be made to provide advanced notice. In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
The required information necessary for any communication of a temporary disruption may include, but is not limited to:
- The time, date, and location of the disruption;
- Information about the reason for the disruption;
- Anticipated duration of the disruption; and
- Descriptions of alternative facilities or services, if any.
Notification may include:
- Posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service;
- Contacting guests with reservations;
- Verbally notifying guests when they are making a reservation; or
- By any other method that may be reasonable under the circumstances.
Training
The Hotel shall provide all team members, leaders, volunteers, and contractors that interact with the public or who are involved in developing policies, practices, and procedures.
The training will include the core principles of customer service which include dignity, equity, inclusion, independence, integration, sensitivity, and equality. The required training must include:
- The purpose of the Accessibility of Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
- Best practices of communicating and interacting with people with various types of disabilities;
- Bet practices of interacting with people who have assistive devices or require the assistance of a service animal or support person;
- How to learn about the use of various assistive devices;
- What to do if a person has difficulty accessing the Hotel’s goods and services; and
- The Hotel’s policies, practices, procedures relating to the customer service standard.
Team Members will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.
Training records will be kept indicating the date and training provided, and the number of individuals to whom it was provided.
A training program of varying modules will be implemented which will ensure compliance and meet the needs of our various departments and team members.
Accountabilities & Responsibilities
SHG Leadership:
- Governance of the policy, ensure compliance with legislative requirements, provide resources to hotels for training, support and promote the policy, and promote a culture change for understanding disability and accommodation.
Hotel Leadership
- Participate and facilitate workplace accommodation, enroll in respective training courses, engage in open dialogue, demonstrate respect and sensitivity, raise awareness and understanding of policies and programs, and hold all Team Members accountable.
Hotel Team Members
- Attend in respective training courses, participate, and cooperate with all parties to facilitate workplace accommodation in a respectful and sensitive manner.
- Self-identify if a person with a disability
Corporate/Regional HR Team
- Act as a resource for hotel leadership and Team Members, enroll in respective training courses, and liaise with Airline Hotels Leadership on all matters pertaining to this policy.
Feedback
Feedback about the delivery of services to persons with disabilities is welcomed, as it may identify areas that require change and assist in continuous service improvement. Information about the feedback process will be readily available to all guests and notice of the process will be available. Guests who wish to provide feedback can do so by completing a feedback form or verbally to any of the Hotel’s team members. Feedback forms along with alternative methods of providing feedback, such as by telephone, in person, in writing, website or by email.
Submitting Feedback:
Guests can submit feedback to:
Lyle Pauls
General Manager
Union Hotel Downtown Toronto
60 York Street, Toronto, Ontario
lpauls@unionhoteltoronto.com
Notice of Availability and Format of Documents
The Hotel shall notify guests that the documents related to the Accessibility Standards for Customer Service are available upon request and in a format that considers the guest’s disability. Notification will be given by posting the information at a conspicuous place ( i.e., Guest Service desk) owned and operated by the Hotel.
QUESTIONS ABOUT THIS POLICY
The purpose of this policy is to provide a framework through which the Hotel can achieve service excellence for all customers including customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by Human Resources.
This policy and its related procedures will be reviewed as required in the event of legislative changes.
