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Kevin’s Story: The Case of the “Scarred Clerk”
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Your Cases: Kevin’s Story —
Jenny’s Story —
Bo’s Story —
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Kevin, 27, has worked for 5 years as a front desk clerk at Respite Suites, a large luxury hotel chain. Three months ago, he was involved in a serious car accident that resulted in significant facial injuries and scarring. Kevin had surgery on his jaw that affected his speech and significant scarring to the left side of his face. Kevin knew he was lucky to survive the crash. A few weeks ago, he was cleared to go back to work. He was excited to get back into the swing of things because he had always enjoyed his job. But when he returned, it seemed like things were different. Perspectives: Sarah, the Coworker “To be honest, I’m sort of glad that Kevin’s back but it’s definitely been awkward. I mean, he’s been with Respite forever, so he’s really good to learn from. And lot’s of fun. I used to love working with him because my shift seemed to go by faster. But now, well...with how he looks and all...it’s just awkward. I mean, a few times guests have come to check in or they need service or something and he starts off assisting them but then they end up asking for someone else to help them. I don’t know if it’s because of the scars, or maybe sometimes they can’t understand him? I don’t know. But I’ve been right there at the counter before when it happened. Around here the customer’s always right, so I can’t say anything to them, you know?” Adam, the Manager “I guess it’s good that Kevin’s back because we really had to scramble at first to make sure there were enough people at the front desk and on the phones. But we reworked the schedule while he was out and I think a few folks were pretty happy getting the extra hours anyway. I was actually really surprised how Maya stepped up to help out up front. Who knew she could handle it so well? I’m going to get her trained so she can be more visible with guests. Now that Kevin’s back, we might have to move him. Right now I’ve got him doing a little of this and a little of that. I’m trying to keep him off the front because he seems slower than before. Plus, we had at least one guest who complained that his scars made her uncomfortable. People just aren’t expecting that at a 4 star hotel, you know?” Ms. West, the Customer “I’ve stayed at a few different Respite Suites. I like that the rooms are well-appointed and the staff is always pretty friendly and helpful. Usually, my stay is perfect. I must admit, I was a little surprised when I checked in last week. I arrived around 9:30 pm after a long day of travel. I just wanted to check in, get my key and go to bed. No one was at the front desk, so I rang the bell for the clerk. I don’t know if my expression showed it, but I just wasn’t expecting the gentleman that came out. He walked with a slight limp and he was smiling, but, I must admit my “inner alarm” sort of went off when I first saw the side his face. It took me a few seconds to realize he was there to help me. I think my check-in took a little longer than usual because I had to ask him to repeat himself a few times because I couldn’t quite understand. Or maybe I was just tired. He was pleasant, though, and he even upgraded my room after I told him what a lousy day of travel I had!” |
Major Themes:
Misinterpretation of Reasonable Accommodation
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