Commitment to AODA
The Yorkville Royal Sonesta Hotel is committed to treating all people with respect and in a way that allows people to maintain their dignity and independence. The hotel believes in integration and equal opportunity. Yorkville Royal Sonesta Hotel is committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting the accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 ("AODA").
ICTY Customer Service Plan
Providing Services to Persons with Disabilities
The Yorkville Royal Sonesta Hotel is committed to excellence in providing customer service and related services to all guests and employees of the hotel and their representatives, including persons with disabilities.
We ensure that our colleagues are trained and familiar with the various assistive devices that may be used by our guests with disabilities while staying at our hotel or attending functions. Our colleagues attend orientation and complete the Government issued certified training with regards to AODA.
We communicate openly and honestly with our guests and employees with disabilities taking into account their disability.
We welcome guests and employees with disabilities and their service animals. Service animals are allowed on the parts of our hotel that are open to the public, unless the service animal is otherwise excluded from the area by law (e.g. kitchen areas of the hotel) or where there are overriding health and safety considerations. Guests with service animals will not be charged the animal residence in house fee. Should the service animal not be easily identified, the hotel reserves the right to ask for supporting documentation from a regulated health professional supporting that the guest or employee needs the service animal for reasons relating to their disability as per section (80.47) of the act.
A person with a disability who is accompanied by a support person will be allowed to have that support person accompany him or her on our hotel premises While on our premises, the person with a disability shall be permitted to have access to his or her support person at all times.
Unless there are overriding health and safety concerns, the person with a disability may choose not to be accompanied by his or her support at all times. If the support person is attending an event and there is a fee the fee will be waived for attendance only.
Notice of temporary disruption
In the event of a planned or unexpected disruption to our services and or our facilities, The Yorkville Royal Sonesta Hotel will notify guests that have self-identified during the reservation process promptly about the disruption. The notice will include information about the reason for the disruption. For example, in the event the elevators are out of order, or the entrance drive is undergoing maintenance guests will be notified. The notification will include information such as its anticipated length of time and a description of alternative facilities or services, if available.
The notice will be posted in the hotel's main lobby, guests who have self-identified upon booking their stay will be notified by the Front office staff prior to their arrival, time permitting. Guests will be alerted prior to check-in where possible location. Notices will be available in accessible formats upon request.
Training for staff
The Yorkville Royal Sonesta Hotel provides training to all colleagues. We provide training to all managers and colleagues who are responsible for enforcing or creating policies. Training is provided to new hires in two phases on their first day and within their first month of their employment during their orientation period in conjunction with training outlined in the Customer Service Plan.
In addition to the training we provide to our employees under the Accessibility Standards for Customer Service, The Yorkville Royal Sonesta Hotel provides training to volunteers and other staff members on the requirements of the Integrated Accessibility Standards (Ontario Regulation 191/11) and on the Human Rights Code as it relates to people with disabilities.
Training records are made and maintained in accordance with the requirements of the Integrated Accessibility Standards.
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- The Yorkville Royal Sonesta Hotel AODA plan as related to the customer service standard
- AODA and the Code
- How to interact and communicate with persons with various types of disabilities
- How to interact with persons with disabilities who use an assistive devices or require the assistance of a service animal or a support person
- How to use assistive equipment or devices, where provided, available on-site or otherwise that may help with providing goods or services to persons with disabilities. Please contact the hotel for more information
- The Yorkville Royal Sonesta Hotel will also conduct training when changes are made to our customer service plan or any other revision that deems re-training is required.
Training records are made and maintained in accordance with the requirements of the Accessibility Standards for Customer Service (O. Reg. 429/07).
Guests and colleagues or others who wish to provide feedback on the way the Yorkville Royal Sonesta Hotel services persons with disabilities can provide their feedback directly to the General Manager Gerasimos Ferentinos at 416-324-5865.
Any complaints about services provided to guests or employees with disabilities will be addressed according to our hotel's regular standards complaints process. Contact information can be found at the end of this document .
Any policy of The Yorkville Royal Sonesta Hotel that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed. All policies and procedures will be reviewed annually by the hotel's Diversity Committee.
Availability of Documents
The Yorkville Royal Sonesta Hotel has prepared the documentation required under the Accessibility Standards for Customer Service, and will provide copies upon request.
Accessibility Policies and Plan under the Integrated Accessibility Standards
Accessible Emergency Information
The Yorkville Royal Sonesta Hotel is committed to providing the guests and colleagues with publicly available emergency information in an accessible way upon request. We provide both guests and colleagues with disabilities with individualized emergency response information when necessary based on their known accommodation needs.
In addition to the training we provide to our employees under the Accessibility Standards for Customer Service, The Yorkville Royal Sonesta Hotel provides training to our employees, volunteers and other staff members on the requirements of the Integrated Accessibility Standards (Ontario Regulation 191/11) and on the Human Rights Code as it relates to people with disabilities. Training is provided to new colleagues during their orientation period in conjunction with training outlined in the Customer Service Plan.
Training records are made and maintained in accordance with the requirements of the Integrated Accessibility Standards
The Yorkville Royal Sonesta Hotel will ensue that kiosks are suitable and accessible to people with disabilities when using our self-service kiosks by January 2014. We will ensure that the icons on the self-serve kiosk are set up to be viewed as large icons. In the event that that the settings are changed colleagues will be trained on how to assist guests to satisfy their needs and accommodate their disability.
Information and Communications
The Yorkville Royal Sonesta Hotel is committed to meeting the communication needs of people with disabilities. When requested, we will consult with people with disabilities to determine their information and communication needs.
The Yorkville Royal Sonesta Hotel will ensure that existing feedback processes are accessible to people with disabilities, upon request.
The Yorkville Royal Sonesta Hotel ensures that all of its publicly available information is made accessible upon request. Where a request for an accessible format or for communication supports is received, The Yorkville Royal Sonesta Hotel:
- Consult with the guest or colleague making the request to determine their accessibility needs and what would be a suitable format or support;
- Provide the requested information in a timely manner; and
- Provide the information at regular cost (if any).
The Yorkville Royal Sonesta Hotel existing website and all content on our website that has been posted since January 1, 2012, conforms with the Web Content Accessibility Guidelines (WCAG) 2.0, Level A.
The Yorkville Royal Sonesta Hotel will take the following steps to make all its internet websites and all content posted on those sites since January 1, 2012, conform with WCAG 2.0, Level AA, as required under the Integrated Accessibility Standards by January 1, 2021:
- We will audit all websites and content for Level AA compliance; we will implement the necessary changes to bring the websites and web content into conformance with all applicable Level AA standards.
- We will ensure that all printed materials are available in a large font and available upon request
- We will ensure employees are available to read printed material aloud, if requested by a guest
- We will ensure that our website states that accessible formats are available to guests upon request
- The Yorkville Royal Sonesta Hotel, Toronto will take the following steps to make all websites and content conform with WCAG 2.0, Level AA by January 1, 2021.
- We will make sure we meet all criteria in the Perceivable category by:
- Providing text alternatives for non-text content
- Providing captions and other alternatives for multimedia
- Creating content that can be presented in different ways, including by assistive technologies, without losing meaning
- Making it easier for users to see and hear content
- We will make sure we meet all criteria in the Operable category by:
- Making all functionality available from a keyboard
- Giving users enough time to read and use content
- Not using content that causes seizures
- Helping users navigate and find content
- We will make sure we meet all criteria in the Understandable category by:
- Making text readable and understandable
- Making content appear and operate in predictable ways
- Helping users avoid and correct mistakes
- We will make sure we meet all criteria in the Robust category by
- Maximizing compatibility with current and future user tools
The Yorkville Royal Sonesta Hotel is committed to fair and accessible employment practices. The Yorkville Royal Sonesta Hotel notifies the public and staff applying for jobs that accommodations are available for people with disabilities during and after the recruitment process. If an applicant is selected to participate in an assessment process The Yorkville Royal Sonesta Hotel notifies the applicant that accommodations are available upon request should the applicant have accessibility needs due to a disability. The Yorkville Royal Sonesta Hotel will consult with the applicant to determine whether a suitable accommodation is available.
The Yorkville Royal Sonesta Hotel notifies successful applicants of its policies for accommodating employees with disabilities.
Where an employee requests, The Yorkville Royal Sonesta Hotel will provide or arrange for the provision of accessible formats or communications supports for: (a) information needed to perform the employee's job; and (b) information generally available to other employees. The Yorkville Royal Sonesta Hotel will consult with the employee making the request. The Yorkville Royal Sonesta Hotel is committed to fair and accessible employment practices. We will take the following steps to notify the public and staff that, when requested, we will accommodate people with disabilities during the recruitment and selection processes and when people are hired. Ensuring that we make all reasonable accommodations to suit the needs of new hires with disabilities, upon request, so that they have the tools and resources needed to perform the job. We will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for any employees that have been absent due to a disability. We will work directly with the employee and their physician to find out the employee's needs and accommodate accordingly whenever possible
The Yorkville Royal Sonesta Hotel has implemented a Disability Accommodation Policy and a Return to Work Policy that incorporate the obligations of the Integrated Accessibility Standards, including the development and use of Individual Accommodation Plans.
We will create a program that takes into account the employee's limitations and accommodate accordingly. We will follow up with the employee regularly to ensure that they have the tools and resources needed to perform their job. We will make adjustments to the accommodation plan as required. The Yorkville Royal Sonesta Hotel has ensured that none of the following accessibility barriers exist in the workplace: Physical or architectural, Information or communication, visual, technical, attitudinal or in Policy or procedural. In the event that a barrier is identified, we will work with the employee or guest to ensure that the barrier is removed and that they have access to all of our services in a way best suited to their needs.
When undertaking any performance management, career development and redeployment processes, The Yorkville Royal Sonesta Hotel will ensure that the accessibility needs of its employees with disabilities needs are taken into account. This will include a review of any individual accommodation plans that are in place for individual employees.
Where an employee, guest or other person identifies any accessibility barriers. The Yorkville Royal Sonesta Hotel will take steps to remove the barriers identified.
Design of Public Spaces
The Yorkville Royal Sonesta Hotel will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to the hotel's private dwelling space and public spaces a reasonable time frame.
In the event of a service disruption, we will notify the public of the service disruption and alternatives available.
For more information on this accessibility plan, or to obtain a copy of this plan in an accessible format, to raise a concern regarding an existing policy or to give feedback regarding our AODA plan, please contact our General Manager by any of the following means: