A growing awareness and understanding about the needs of the physically challenged were the impetus behind the Victoria Hotel administration’s initiative to instil a greater consciousness and provide an enhanced service to its clients.

In effect The Victoria has recently formulated a relevant policy aimed at facilitating the stay at their hotel of any of their guests who may be physically challenged.

In this regard hotel staff has been specifically instructed to apply the new policy which comes into effect from the reservation stage, where guests are requested to specify their special requirements, if any.

The Victoria’s policy maintains that the most appropriate room possible is to be allocated to the guests with particular needs. In such cases all the operation departments will be advised and team members made aware of the situation. In such situations housekeeping personnel are also directed not to move anything out of place.

The policy ensures that during check-in these guests are always escorted to their rooms where the staff supplies information to the key system access, room layout, fire procedure and specific evacuation. Guests are also provided with detailed and extensive particulars of hotel routes and facilities as well as access to equipment.

The hotel’s policy also takes into consideration eating requirements. Here the guests’ preference regarding food and beverage while restaurant staff are instructed to offer their service and assist guests in a non-invasive manner.

Claire Xuereb, general manager at The Victoria said, “In formulating our policy we have attempted to be as comprehensive as possible while ensuring the guests’ dignity. It incorporates all those elements we believe are imperative and central to the well-being of our guests. We thus hope to ensure them a stress-free stay”.