Wavefront Centre for Communication Accessibility and the Holiday Inn Express Metrotown recently partnered on a two-week field test of Virtual On-Demand Interpreting from July 21 to August 1, 2025.
This technology allows people who use sign language to communicate with others through a live interpreter appearing on a screen similar to a video call without needing an in-person interpreter booked in advance. This enables spontaneous, real-time conversations and removes communication barriers in fast-paced environments.
During the pilot, participants included Deaf hotel staff, hearing colleagues, department managers, and hotel guests. Two front desk locations were designated as communication access points, making it simple for anyone to connect instantly with a sign language interpreter.
A Vision for Inclusivity
The central goal of this initiative was to empower individuals by providing immediate access to interpreting services, eliminating the need for prior arrangements. This approach fosters spontaneous interactions and promotes inclusivity in hospitality settings.
For the first time at this scale in a hotel environment, guests, staff, and managers experienced firsthand the speed, ease, and reliability of Virtual On-Demand Interpreting reinforcing the Holiday Inn Express Metrotown’s commitment to accessibility for all.
Real-World Scenarios in Action
The pilot explored everyday hotel operations where communication access is essential:
- Breakfast Service – Staff used Virtual On-Demand Interpreting to ensure guests’ dietary preferences and special requests were clearly understood and met.
- Maintenance & Technical Support – The maintenance manager leveraged the service to coordinate with team members to resolve issues quickly.
- Housekeeping & Quality Control – Supervisors used the service during room inspections to confirm quality expectations without language barriers.
These examples showed the practical benefits of having interpreting services readily available—improving efficiency and service quality.
Insights and Impact
The diverse participant group provided authentic feedback reflecting real hospitality operations. Key benefits noted included:
- Faster service delivery through reduced communication delays.
- Improved interaction quality between Deaf and hearing staff and guests.
- Greater autonomy for Deaf staff to perform tasks efficiently.
The pilot also revealed the broader cultural impact: this technology fosters stronger inclusivity and awareness and can enrich workplace relationships.
Breaking Down Communication Barriers
This field test forms part of Wavefront Centre’s Virtual Communications Research Project, in partnership with the University of British Columbia, funded by Accessibility Standards Canada.
Employment Services for Deaf, DeafBlind, and Hard of Hearing Individuals
When it comes to employment, Deaf, DeafBlind, and Hard of Hearing individuals often face unique challenges. However, with the proper support and resources, these individuals can thrive just as well as their hearing peers.
Organizations like ours have historically played pivotal roles in providing crucial services. Since our inception, we have been dedicated to expanding employment counselling and communication accessibility services.
Available Services
- Employment Counselling: Specialized counselling helps individuals identify their strengths and find suitable job opportunities. Employment Placement Specialists adept in these services understand the hurdles faced by Deaf, DeafBlind, and Hard of Hearing individuals and guide them through the job market.
- Communication Accessibility: Providing access to technology and services that facilitate more effective communication, from sign language interpreters to assistive technologies, can dramatically improve workplace integration and performance.
Forging the Future
As technology evolves, initiatives like the Virtual On-Demand Interpreting field test at Holiday Inn Express Metrotown set the stage for a future where communication is barrier-free.
This collaboration serves as a model for other industries, highlighting the importance of continuous innovation to promote accessible communications and inclusivity.
Wavefront Centre and its partners remain committed to refining these solutions so that everyone—regardless of communication needs can be heard, understood, and included.
Join us in building a more inclusive world.
Discover how Virtual On-Demand Interpreting can transform communication at your organization. Contact Wavefront Centre at access.services@wavefrontcentre.ca to learn more.
