Hong Kong Disneyland Resort fosters an inclusive culture with Barrier-Free Ambassador Training Program

Apart from providing barrier-free facilities, Hong Kong’s iconic leisure and hospitality destination is further training its cast members to equip them with a barrier-free mind-set to better understand guests with special needs.

Building a diverse and inclusive culture has always been a cornerstone at Hong Kong Disneyland Resort (HKDL), which strives to offer a fabulous experience for guests of different abilities and backgrounds.

Enhancing interactions between performers and disabled guests

Hong Kong Disneyland Resort (HKDL) brings the concept of "Inclusive Respect" into its daily operations, fully immersing guests into the magic of diversity and inclusion.

Joining hands with the Hong Kong Federation of Handicapped Youth (HKFHY), it has been providing a "Barrier-Free Ambassador Training Program" for its cast members since June last year.

Through a series of workshops, cast members are able to put themselves in the shoes of people with disabilities and better understand their needs and feelings. This enable cast to communicate effectively so that guests can enjoy a wonderful time with a peace of mind.

Amid the fifth wave of the pandemic, during which workshops were moved online, over 100 performers from different positions have fully completed over 150 hours of training.

Hands-on experience to recognize the needs of people with impairments

As the park reopens, physical workshops  returned in  mid-May this year. Among the attendees of the workshop were Michael Moriarty, Managing Director of HKDL, Tim Sypko, Senior Vice President of Operations at HKDL, as well as the HKDL Ambassadors, Lily and Tony, and a group of Disney VoluntEARs.

Donning Disney VoluntEARs Team t-shirts, Michael  and Tim  listened attentively to HKFHY‘s instructors as they go to Toy Story Land and Mystic Point for training.

They put on equipment which simulates physical disabilities to get a first-hand experience of the challenges that disabled people face when they go out on simple daily chores, such as shopping or taking a walk in the park. They find these tasks to be more difficult than they ever expected.

“As magic knows no boundaries, the Barrier-Free Ambassador Training Program allows cast members and I to break the boundaries, and to better understand and respect others,” says Michael, who frequently appears with frontline cast members to guests’ delight. “It also highlights the park’s barrier-free facilities and services and promotes a culture of diversity, equality and inclusion.”

Tim  is also very supportive of the plan: "We regularly review and adjust related facilities and services to bring the same wonderful experience to our guests of different abilities and backgrounds, and we plan to train more cast members to become Barrier-Free Ambassadors to offer the best guest experience."

Finally, Dr. Gary Ng, Chairman of HKFHY, is pleased that HKDL supports disability inclusion: "Hong Kong Disneyland Resort is a shining example of social integration, where able-bodied and disabled guests can access the magical world of Disney while raising public awareness on the needs of the disabled.”

The Barrier-Free Ambassador Training Program is so effective that HKDL plans to launch the second phase of the training program at Hong Kong Disneyland’s hotels to help hotel cast members familiarize themselves with the hotel's barrier-free facilities and address the needs of hotel guests with disabilities.

Delivering a hassle-free, barrier-free experience

When entering the park, guests receive a "Guide Book for Guests with Disabilities" to get an overview of the special services and facilities. A portable audio guide is available to help those in need to understand the park environment and basic information of the facilities.

To take the rides, wheelchair-using guests can go through normal entrances, and guide dogs are welcome in most facilities.

To enjoy the signature parade and performances, designated viewing areas are provided along the parade route and performance venues, while some live performances provide real-time sign language interpretation service, which is offered free of charge with at least seven days’ prior notification.

In addition to ticket discounts for eligible guests, designated parking spaces are available for those who display a disabled person's parking permit in the vehicle. A designated pick-up and drop-off for Rehabus is also located in the coach parking area.

For guests who would like to spend a night at Hong Kong Disneyland Hotel, the resort offers accessible rooms with wheelchair-accessible showers and wide bathroom doors. Accessible walkways can lead them to the hotel facilities including the reception, restaurants and shops to ensure all guests feel at home.

All these facilities have scored Hong Kong Disneyland Resort a five-star top rating in Hong Kong’s Barrier-free Travel Guide since it was first published in 2009 by the Hong Kong Federation of Handicapped Youth (HKFHY).