Link to presentation- https://share.icloud.com/photos/0987Dl7amEGUvarD2mZr7jqHA 

Welcome, I’m Hollie and this is your digital energizing training video for all of you wedding staff at Wequassett resort. The resort and venue has been awarded 5 stars by Forbes travel since the year 2016 according to Wequassett resort and golf club (2023). So our intentions are to keep the standards high by keeping our customers thrilled and an experience they will never forget.
Wequasette has multiple facilities and venues including their hotel, golf club, wedding venue and restaurant. The resort and venue is situated in Cape Cod bay, Massachusetts. Over 400 years ago, the land was named ‘Wequassett’ which is defined as “crescent in the water”, named by Wampanoag Indians that were first to discover the cape code. 
This training energiser will be aimed at employees involved with the weddings and interaction with the guests. You have existing reviews like from Liz and Brandon stating how having their wedding at Wequassettt was “undeniably one of the most memorable days of my life” and another from Emma and Justin writing it was the “perfect venue for our event from beauty to amazingly attentive and friendly staff”. Although the venue has awards in Forbes, travel and leisure and best hotel in Massachusetts, there’s always ways to improve and prevent the reputation from falling behind. 
When running or dealing with customers in hospitality or other services, its important you implement the 6 steps to quality service and guestology. These steps include considering the guest, determining what the guest desires, develop a way to deliver guests needs, correctly train staff, implementing a system and always evaluate the delivery of the service. Guest service means providing a professional service to guests while quality service is defined as exceeding guests expectations by paying attention to every detail of the delivery of your products and services.
To start this digital energiser, we will talk about inclusivity and hopefully you will pick up on how to approach situations appropriately . To start off, what is being inclusive? For an organization to be inclusive, they will involve as many different diversity of people as possible while treating them with equality, this is according to Cambridge dictionary (2023). It is vital in any wedding or event your venue holds, that all staff pay attention to their guests and their needs. 15% of the world's population have a form of disability according to humanity & inclusion (2022) however, keep in mind 1 in 7 live with a non-visible disability stated by Hidden disabilities (2023). So how would you approach a person who is visibly disabled and may need some guidance? Well, for example if an individual displays a cane showing their visually impaired, introduce yourself calmly, try not to approach them suddenly to cause them to jump. Offer guidance and verbally say what you're doing. Something like this “hi I’m Hollie and I’m your waiter, can I offer you some help?” “Perfect, what drink would you like? We have a variety of wines such as…” I won't bore you with the variety of wines, I’m sure you already know them all. This was just a small example of a sensible interaction. 
Also, if other accessible equipment is visible such as a wheelchair and crutches, always ask permission before you assist them. Consent is key and they may not want help for personal reasons, so it is important to understand boundaries. 
Many people with both hidden and visible disabilities may require things such as guide dogs and service animals to help with daily tasks. Service dogs are welcome in the majority of places and venues that animals would generally be prohibited. Luckily enough, Wequassette has an open door to dogs under 90 lbs, their treated to beds, toys and their own grooming services.  
Its possible that guests may bring their guide dogs to your events and it is crucial that you, as a staff member, can identify these service animals and the do’s and don’ts in this situation. It is key to understand to never ask the nature of someone’s disability or need for a service dog. You also do not have the right to ask for proof that the animal is certified. All of this is according to ADA (2023). There is no law that states service dogs need to wear vests to identify that their working or what their for, however, keep your eyes peeled for red, blue or purple dog vests according to CetraPet Staff (2022).
Now, to see if you’ve been listening carefully it’s time for a small quiz. So grab a pen and paper and feel free to pause this video to answer
What is the meaning of the word wequassett?
Crescent in the water
Water on the hill
Or a place by the stream  
Next, what does it mean for an orgnaisation to be inclusive?
What colours do guide dogs generally wear to show their at work?
And lastly, what’s the best way to deal with someone with a visible disability?
Is it A, as soon as you see accessible equipment, help them with whatever their doing?
B, ask them if they would like some guidance 
Or C, leave them be, if they want help they would ask for it
Thank you for listening and participating in this digital energizing training video from me, Hollie, to you at Wequassett resort. I hope you learnt something from this session and apply it to your next event.  

Reference list 

ADA (2023). How can I tell if an animals is really a service animal and not just a pet? https://adata.org/faq/how-can-i-tell-if-animal-really-service-animal-and-not-just-pet. Accessed on 22nd March 2023. 
Adventtr (2023). iStock. Wheelchair, crutches and walker stock photo. https://www.istockphoto.com/photo/wheelchair-crutches-and-walker-gm475575610-66052225. Accessed on 22nd March 2023. 
Cambridge dictionary (2023). https://dictionary.cambridge.org/dictionary/english/inclusive. Accessed on 20th March 2023. 
CetraPet (2022). Service Dod Vest: Why Your Service Dog Should Have One. https://www.certapet.com/service-dog-vest/. Accessed on 22nd March 2023. 
Here comes the guide (2022). Wequassett resort and golf club. https://www.herecomestheguide.com/wedding-venues/massachusetts/wequassett-resort-and-golf-club. Accessed on 20th march 2023. 
Hidden Disabilities (2023). Just because you can’t see it, doesn’t mean it is not there. https://hiddendisabilitiesstore.com. Accessed 20th March 2023.
Humanity & inclusion (2022). Disability: The global picture. https://www.humanity-inclusion.org.uk/en/action/disability-the-global-picture. Accessed on 20th March 2023. 
ImLucky12 (2023). VectorStock. Blind man walking with cane isolated vector image. https://www.vectorstock.com/royalty-free-vector/blind-man-walking-with-cane-isolated-vector-36637230. Accessed on 22nd March 2023. 
Nagy, I (2017). Investigation. Inclusive Work Practices - The Next Step. https://www.investigo.co.uk/blog/2016/08/inclusive-work-practices-the-next-step?source=google.co.uk. Accessed 22nd March 2023. 
Orvis Staff (2019). Orvis news. Is That a Real Service Dog? ( Or Is it Just Someone’s Pet?) https://news.orvis.com/dogs/is-that-a-real-service-dog-or-is-it-just-someones-pet. Accessed on 22nd march 2023.
Theknot (2022). https://www.theknot.com/marketplace/wequassett-resort-and-golf-club-chatham-ma-540540. Accessed on 22nd March 2023.
Tripadvisor (2016). https://www.tripadvisor.co.uk/Hotel_Review-g41601-d226567-Reviews-Wequassett_Resort_and_Golf_Club-Harwich_Cape_Cod_Massachusetts.html#/media/226567/227720440:p/?albumid=101&type=0&category=101. Accessed on 22nd March 2022.
U.S.News (2022). https://travel.usnews.com/hotels/review-Wequassett_Resort_and_Golf_Club-Harwich-Massachusetts-64426/. Accessed on 22nd March 2023. 
uds foundation (2022). “Disabled v “Disabiltiy”: Which Term to Use When Referring to People with Disabilities. https://udservices.org/which-term-use-people-with-disabilities/. Accessed on 22nd March 2023. 
Wequassett resort and golf c. https://wequassett.com/about/. Accessed on 20th March 2023.