“…Customers do have a responsibility to ensure their service animals are behaved. 
Federal law makes an exception if the dog is out of control and its handler does not control it, or if the dog is not housebroken. However, that only means the pooch can be removed from the premises; the handler still is entitled to full accommodation…”
When it comes to accommodating customers with service animals, some businesses need to be taught new tricks.
As reported Monday by The News-Journal’s Chris Graham, Steve Keene is the latest person with a service dog to have encountered difficulties at a local establishment in recent years. When the Port Orange resident showed up with his dog Kima at the Racing’s North Turn restaurant in Ponce Inlet, staff asked him for documentation proving the black Labrador-Australian shepherd mix is a service animal. When he became irate at the request, he was asked to leave.
For more: http://bit.ly/1ojcuAZ
For a brief video on how to best train your staff for handling guests with ADA service animals, check out the video below:
[vimeo https://vimeo.com/102936915 w=500&h=281]
Petra Risk Solutions’ Risk Management Director, Todd Seiders, offers a P3 Hospitality Risk Report – ‘ADA Service Animals: Do’s and Don’ts’.Â
P3 (Petra Plus Process) is the Risk Management Division of Petra Risk Solutions – America ’s largest independent insurance brokerage devoted exclusively to the hospitality marketplace.
For more information on Petra and P3 visit petrarisksolutions.com or call 800.466.8951.
If you don’t deliver on your promises, guests will be disappointed and that leads to backlash…it doesn’t matter whether operating a 2-star, 3-star or 5-star star hotel, it’s important to strive to exceed expectations. He said all guests arrive with expectations, so operators have a choice…”
