Eduqas Level 1/2 Hospitality and Catering (5409) · Spec 1.2.2
Customer requirements and equality
Read the notes, then try the questions. Each one is marked the moment you press Check, and shows the right answer and why.
Key ideas
- Different customers need different things. A family with a baby needs high chairs, a children's menu, cots and family rooms. A business guest needs wifi, a workspace and an early breakfast. A wheelchair user needs ramps, lifts and accessible rooms.
- The Equality Act 2010 protects customers from discrimination by providers of services. Treating a customer worse because of something like religion or disability is against the law.
- Providers must make reasonable adjustments so disabled customers can use the service, for example a hearing loop, a braille or large-print menu, a ramp, or letting in an assistance dog. The provider pays, not the customer.
- A disability does not have to be visible, and it is not only about walking. It also includes sight, hearing and some long-term illnesses.
- Equality does not mean everyone gets exactly the same. It means everyone can use the service, with adjustments where needed.
Key terms
- Discrimination
- Treating a customer worse because of who they are.
- Reasonable adjustment
- A change a provider makes so a disabled customer can use the service.
- Equality Act 2010
- The law that protects customers from discrimination.
- Hearing loop
- Equipment that helps people with hearing aids hear staff clearly.
- Braille menu
- A menu printed in raised dots for customers with sight loss.
- Assistance dog
- A dog trained to help a disabled person. It must be allowed in.
Common mistakes
- Thinking disability only means difficulty walking.
- Thinking a hotel can charge a disabled guest for a ramp. The provider must pay for reasonable adjustments.
- Thinking a no-pets rule can keep out an assistance dog. The rule has to change.
- Listing facilities without saying how they help. Link each one to the customer's need.
Exam tip
Name the provision and say how it helps that customer: a hearing loop helps a guest with hearing loss follow what staff say. Match every point to the group named in the question.
Free practice questions
7 questions, 13 marks. Answer, then press Check. The marking guide explains how the marks are worked out. Nothing is saved.
- Question 1 · Fill the gaps[1 mark]
The ___ Act 2010 protects customers from discrimination by service providers.
Word bank: Safety · Licensing · Equality · Hygiene
- Question 2 · Multiple choice[1 mark]
A hotel guest travelling for work needs to send emails before a meeting. Which provision suits this guest best?
- Question 3 · Multiple choice[1 mark]
Which adjustment helps a customer with hearing loss use a restaurant?
- Question 4 · Fill the gaps[1 mark]
Providers must make ___ adjustments so disabled customers can use their service.
Word bank: temporary · optional · expensive · reasonable
- Question 5 · Matching[4 marks]
Match each customer to a provision that meets their needs.
- Question 6 · True or false[1 mark]
True or false: Equality means giving every customer exactly the same menu, table and service.
- Question 7 · Sort into groups[4 marks]
Sort each action by a restaurant into the correct group.
Giving a menu in an accessible format at no extra cost
Fitting a ramp so a wheelchair user can enter
Refusing a table because of a guest's religion
Charging a disabled guest extra for a braille menu