Service First – Empowering Front-Line Staff

Join this session to explore the practical side of Americans with Disabilities Act (ADA) access and learn how to empower front-line staff to welcome guests with disabilities through the inclusive framework of Service First. This approach helps equalize the customer experience while providing accommodations and services where needed. Participants will learn four core commitments, including how to offer access without assumptions and deliver outrageous customer service when unexpected barriers arise. Rooted in the Social Model of Disability, this session emphasizes hospitality, flexibility, and care in every guest interaction.

Individuals will be able to submit questions for the speaker in advance during the registration process.