Restaurant Customer Service
and the ADA
Developed by the
Mid-Atlantic ADA Center
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ADA Centers
10 regional Centers provide:
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Training
Materials
Newsletters
Toll-free Technical Assistance Line:
● 1-800-949-4232 Voice/TTY
● Website: www.adahospitality.org
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What is the ADA?
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Americans with Disabilities Act, civil rights law
passed in 1990
Prohibits discrimination against people with
disabilities by a variety of private businesses,
including restaurants and hotels
Goal: The full inclusion of people with disabilities
in all aspects of American society
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Why was the ADA needed?
Think back to before 1990…
● There were fewer curb cuts
● Many restaurants and other businesses were not accessible
● People with disabilities were rarely seen in advertisements
and TV shows
● Interpreters were rarely used at public events
● People with disabilities were excluded from many activities
due to barriers
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ADA Quiz
How many people with
disabilities are there in
the United States?
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Answer
At least
54 MILLION
U.S. Census Bureau
Facts for Features: 20th Anniversary of the ADA
July 26, 2010
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The Market
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71% of adults with disabilities dine out at
least once a week
Open Doors Organization (ODO),
Travel Industry Association of America (TIA), 2005
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How can we attract the market?
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Examples of Accessibility
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Fire alarm signals with flashing lights
Signs with Braille characters
Reading materials out loud
Exchanging written notes
Reserved parking spaces
No-step entrances
Larger restroom stalls
Self-service items within reach of seated people
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Brainstorm Accommodations
DISABILITY
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Mobility impairment /
wheelchair user
Blindness
Deafness
Psychiatric disability
Intellectual disability
Diabetes
Learning disability
Short stature
ACTIVITY
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Make a reservation
Self-seating
Read the menu
Place an order
Use self-serve stations
Find or use the restroom
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Customer who is Deaf/Hard of Hearing
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Write notes back and forth
Speak clearly and don’t cover
your mouth
Use gestures and body language
If someone is interpreting for a
customer, speak directly to the
customer, not the person interpreting
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Telephone Relay System
A “communications assistant “ relays
telephone conversations for people who are
Deaf, hard of hearing, or have speech
disabilities
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Customer who is Blind/has Low Vision
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Provide print information in large print,
Braille, or audio formats
Read menus or receipts to the
customer
Offer directions to different areas of the
restaurant, such as restrooms, bar
Offer assistance with self-serve items
Assist with finding signature line on
credit card slips
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Being a “Sighted Guide”
Images Copyright © 2006 Earl Dotter and American Foundation for Blind
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Customer Using a Wheelchair
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Do not lean on a person’s wheelchair
while talking to them
Ensure that wheelchair accessible
seating is available and conveniently
located
Ensure that items in self-serve
stations are reachable
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Customer with a Speech Disability
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Don’t pretend you understand
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Ask the person to repeat what was said
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Be willing to write notes back and forth
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Do not shout or raise your voice
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If the person uses a computer to
talk, continue to have a normal
conversation
Picture Communication Symbols©1981-2007 by Mayer-Johnson LLC. All Rights Reserved Worldwide. Used with permission.
Boardmaker™ is a trademark of Mayer-Johnson LLC., P.O. Box 1579, Solana Beach, CA 92075, 858-550-0084
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Customer with an Intellectual Disability
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Don’t make assumptions about what the
person can or cannot do
Explain things clearly and be willing to
repeat if asked
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Customer with a Service Animal
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The ADA requires you to allow
service animals on the premises
even if you have a “no animals”
policy
Service animals are working animals
and you should not pet or distract
them
People with all types of disabilities
use service animals
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Disability Etiquette Review
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Don’t lean on a person’s wheelchair
Speak directly to the person, not to an interpreter
or companion
Don’t make assumptions – ask if they need help
THINK: CUSTOMER
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Talking about Disability
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Avoid terms like “the disabled.” Instead say
“people with disabilities.”
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Avoid the word “handicapped.” Instead say
“person with a disability” or “accessible”
(if referring to parking, restrooms, etc.).
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Talking about Disability, cont.
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Do not say “wheelchair
bound” or “confined to a
wheelchair.” Instead
say “person who uses
a wheelchair” or
“wheelchair user.”
Wheelchair bound?
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Scenario
Someone calls your restaurant and asks if it is
accessible for people with disabilities.
What would you say?
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The “Bottom Line”
When you meet a
person with a disability,
THINK: CUSTOMER!
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For More Information…
Contact us:
National Network of ADA Centers
Nationwide toll-free number:
800-949-4232 V/TTY
(800-9494-ADA)
www.adahospitality.org
Funding provided by the National Institute on Disability and
Rehabilitation Research (NIDRR), U.S. Department of Education
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