Beaches Resorts' commitment to family vacation travel goes well beyond the array of facilities, activities, amenities and entertainment at its resorts. In 2017 Beaches entered into a partnership with the International Board of Credentialing and Continuing Education Standards to tailor vacation experiences at its resorts to include families with children on the autism spectrum.
"With one in 54 children diagnosed with autism in the U.S., special needs travel is one of the fastest-growing family travel segments and one that is severely underserved," said Gary Sadler, executive vice president, sales and industry relations for Sandals Resorts International.
"We had learned from some of our guests what a challenge it is to go on vacation with an autistic child, not knowing how or if the resort was equipped to handle their child's needs in a new situation and environment," he said.
The partnership that began in 2017 led to a training program, followed by a two-year certification that initially included 80% of the guest-facing Beaches' staff.
"However we found that all of our staff members wanted to be involved and trained in this program so they could bring this training back to their own communities as well," Sadler said. "Some had family members who didn't understand what autism was. They had no knowledge of it. They just thought their child was sick.
"We knew that this program would not succeed without involving travel advisors, our business managers and our sales staff," he said. "Getting the training helps keep everyone involved and creates dialogue, especially between travel advisors and their clients."
Close to 15,000 travel advisors have taken the training class and been certified. The 40-hour training class is described at trade conventions, at in-person workshops and seminars as well as online. The class focuses on communication, motor skills, social skills, environmental and emotional awareness and bullying.
Every member of the Beaches team has to complete ongoing training annually, which includes an emphasis on the resort's key areas, including kids' camps, front desk, entertainment, restaurants, food and beverage and watersports operations. The recertification process also includes new training for the airport arrival lounges/desk team members in Montego Bay, Jamaica and Providenciales, Turks and Caicos, which are the first point of contact for Beaches' arriving guests.
At Beaches, "Our One-on-One Beaches Buddy program offers private childcare with a buddy who is autism-certified," Sadler said. "The program can be pre-booked with a nominal fee. Families and travel advisors get a dedicated toll-free number to learn more about a Beaches vacation and our on-resort autism programs."
Guests who arrive with an autistic child have private in-room check-in. The resorts offer special dietary selections, a modified kids' area and designated low sensory areas when the children need a break from sensory stimulation.
Beaches' Platinum Protocols of Cleanliness were created with consideration of guests with sensory disorders by using low-fragrance cleaners and fragrance-free hand sanitizers.
In collaboration with the International Board of Credentialing and Continuing Education Standards, Beaches plans to launch a Sensory Stimulation Guide this summer that will provide guests with an understanding of what they can expect in each designated area of the resort. The locations will be identified through resort maps, onsite signage and in pre-travel planning materials.
"This allows families to easily plan and navigate their visit based on their individual needs, knowing their children will be comfortable, safe, have fun and make lifelong memories," Sadler said.
As part of their larger Sesame Street partnership, Beaches introduced Julia in 2017, a Sesame Street muppet on the autism spectrum who brought a new activity to the resorts: Amazing Art with Julia.
Sadler recently saw for himself how the training played out when he was having dinner at one of the Beaches' restaurants in Turks and Caicos.
"A child became agitated at a family dinner. Instantly the restaurant manager sprang into action. She spoke to the child quietly, and together they left the restaurant. When they came back 15 minutes later, he was a completely different kid, calm, smiling, no longer agitated," he said. "She had de-escalated the situation professionally and discretely."
"We've had some families come back three times because of the sensitivity training of our staff. We've accommodated hundreds of families with special needs over the years. We are totally committed to this program," Sadler said.