The document gathers recommendations and tools to facilitate more accessible, respectful, and professional service in the island's establishments, addressing everyday situations that can affect the customer experience.
The Minister of Hospitality and Commerce, Armando Santana, highlighted the importance of incorporating inclusive attention as a quality standard, stating that "the excellence of an establishment depends not only on its gastronomic offer, but also on how it receives, informs, and serves each person."
For his part, the Minister of Social Welfare and Inclusion, Marci Acuña, emphasized the need to ensure that the elderly and disabled can enjoy spaces and services in "conditions of autonomy, dignity, and equality," moving towards a more accessible society.
The manual is structured into four blocks: foundations of excellent service, specific needs of vulnerable groups, the customer's experience in the establishment, and consultation and self-assessment tools.
Recommendations include offering alternatives to QR-only menus, keeping pathways clear, providing information on access, adapting communication, and asking before offering assistance, while avoiding ageist or paternalistic attitudes.
