Tourism for All UK is part of a European-funded project called 'HAPPY TOURIST', an e-learning tool aimed at providing training in welcoming disabled customers both by distance or self-learning, or through on-the-job or guided training courses. The training is provided free of charge to BHA members.

Anticipating need and understanding the access problems of others can be very difficult if it is not something staff and management have necessarily experienced before. It is also easy to cause unnecessary offence if staff feel awkward as a result. The DDA requires businesses to be able to some extent anticipate the needs of disabled guests, and the Equality and Human Rights Commission's advice is that compensation cases, where guests have been discriminated against and suffered humiliation as a result, are likely to be the hardest-hitting. Getting managers and staff trained is one of the best ways to raise confidence and gain insight in how to improve the accessibility of a business.

In an industry with a high turnover of staff, it is not always easy to ensure that all staff have received this training. A recent survey by People 1st t showed that 25 per cent of all staff in hospitality have received no training in this area. Even at the level of good company training, high turnover or seasonality may mean significant gaps between training being offered. An e-learning programme can fill this gap, and can also meet the needs of smaller businesses which cannot spare staff out of regular working hours but could offer time on the computer in quieter periods or to enhance their skills at home.

Tourism for All's vice-Chairman, Tim Gardiner, a senior manager of longstanding in the hotel business and now helping Tourism for All with the new Happy Tourist programme, said: "There should now be no excuse for anyone working with customers not to have a basic grasp and a level of understanding to treat those with disabilities in an appropriate manner. "With the UK's reputation for the quality of its welcome to be put to the test in hosting the Games in 2012, there is no time to be lost in getting everyone through a 'disability confidence' training programme. Providing this free to business members of Tourism for All UK, along with other new services provided via our website, means that joining Tourism for All has never been a better idea."

Bob Cotton, chief executive of the British Hospitality Association, says that the programme is a major step forward: "Hospitality businesses will now be able to ensure that their staff can be trained at times which are convenient to the operation. On-the-job training through on-line programmes can be highly effective and we expect Happy Tourist to be a great success." To join Tourism for All contact: [email protected]

For further information on Tourism for All Business Training contact: [email protected]