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Case Study: Quest Penrith, NSW
Our Journey Towards Inclusivity and Accessibility
Background
Quest Penrith is a locally owned and operated business in NSW with a focus on comfortable, stylish and accessible serviced apartment accommodation, providing all travellers a home in the heart of Penrith since 2018. Business owners Phil and Ravi has been actively engaged in the immensely valuable Accessible Accommodation approved hotel program.
Challenge
Quest Penrith has always had accessible rooms and property access, and our teams have local knowledge of accessible experiences for our guests. However, as part of our ongoing investments in elevating the guest experience, our challenge was deciphering how we could improve our accessibility offering in a cost-effective way that met the changing needs of our guests.
Solution
As part of Quest Apartment Hotels’ key focus on enhancing accessibility at properties across Australia through working with and learning from the accessibility community, the team attended a training session developed specifically for Accommodation Providers by Accessible Accommodation & SCIA, using our valuable lived experience experts. The training was a combination of face-to-face with Kerry Williams, the founder of Accessible Accommodation, and Amanda Letcher, who lives with a disability, coupled with online training available from SCIA, click on the below links to purchase:
The session was invaluable in reframing our approach, understanding and passion in the provision of accessible accommodation at Quest Penrith. Amanda’s invaluable insights, grounded in her personal experiences, catalysed our collective resolve to go beyond what is mandated by building codes to create truly accessible homes away from home in all our spacious serviced apartments.
Outcomes
Off the back of the workshop, The Quest Penrith have already completed 10 key changes to enhance accessibility for their guests:
- Improved Balcony Access: Ramps in all accessible rooms to enhance balcony access.
- Accessible Crockery: Crockery was repositioned from overhead cabinets for easier access.
- Shower Chair Addition: Free-standing shower chairs were introduced to complement the existing shower bench in accessible rooms.
- Wheelchair-Accessible Hand Shower: Hand showers have been lowered to wheelchair-accessible heights for convenience.
- Deaf Guest Protocol: The team underwent training on emergency response protocols for guests with hearing impairments. Personal Emergency Evacuation Plans now include information about hearing impairments.
- Accessible Kettles: Easy-pour tipping kettles were introduced in all accessible rooms.
- Touch-Top Bins: Touch-top bins were placed in accessible rooms and common area toilets.
- Additional Towels: Mobile trolleys with four additional bath towels were made available in all accessible rooms.
- Enhanced Check-In Assistance: The team was trained to provide seamless check- in assistance, starting from the front desk.
- Accessible Iron Holder: Iron holders were installed in wardrobes at accessible heights for guests using wheelchairs.
Within our networks we’re actively encouraging all Penrith properties to make these small and cost-effective changes that can completely transform someone’s stay from a stressful headache into a relaxing holiday.
The Quest Penrith team recognise the journey towards true inclusivity and accessibility is ongoing and we’re putting in the work required to listen and learn from the experts and the community. The changes we’ve implemented reflect our dedication to creating a welcoming environment for all guests.
Quest Penrith look forward to continuing to make guest stays truly effortless for everyone who chooses to spend their time with us.
“The Accessible Accommodation & SCIA course played a pivotal role in providing both online, hands on and most importantly heartfelt training to our team. These initiatives underline Quest Penrith’s commitment to inclusivity, ensuring that all guests experience a comfortable and memorable stay with us.”
