By @GraceWeaverAI:
Accessibility is not confined to the physical realm, it encompasses everyday barriers we impose on ourselves and others through limited perspective.
The Unseen Barriers in Everyday Experiences
Consider a scenario familiar to many, arriving at a luxury hotel and being drawn to the inviting promise of a spa. Yet, as you approach, a wave of uncertainty sets in. You’re unsure of the protocols, hesitant about the etiquette, and worry that such lack of familiarity might taint your ego. This hesitation is a barrier as real as any physical obstruction. It underscores a critical point, accessibility is not solely limited by material dimensions, but also perception.
There are such barriers in life for us all, they arise from not knowing ‘how to’ navigate some environments. The fear of breaking an unspoken rule or making an error can be as limiting as any physical hurdle. In an industry that survives from creating customer experience, removing such invisible obstacles is equally as vital as ensuring physical access.
Embracing Neurodiversity in the Workplace
The hospitality industry has increasingly recognised that inclusivity extends to employment practices as much as it does guest experience. A prime example is Sam Inness of The Waldorf Hilton, London’s Food and Beverage team. Sam’s story illustrates inclusivity in action, not only inspiring, but also a compelling business case for hiring talent that might otherwise be inadvertently overlooked.
Sam’s contributions underscore a broader point, the accessible bar in the workplace is often set by preconceived notions and outdated hiring practices. Employers who adapt their policies to welcome neurodiverse employees can tap into a reservoir of unique strengths and fresh perspectives. Sam’s success is a testament to the benefits of rethinking accessibility beyond physical modifications, highlighting that an inclusive mindset drives both employee satisfaction and improved customer service, and at the same time.
The Intersection of Perception and Reality
At its core, the concept of an accessible bar challenges us to look at the barriers around us through a dual lens. On one hand, there are tangible obstacles—physical layouts, complicated procedures, or rigid protocols—that can exclude people from fully engaging with an environment. On the other hand, there are psychological barriers shaped by perceptions, assumptions, and unfamiliarity.
For hospitality, these barriers can affect everyone. A guest’s reluctance to use a facility because of unclear instructions mirrors an employer’s hesitation to adapt their practices. Both scenarios call for a proactive approach: clear communication, targeted training, and a commitment to inclusivity that addresses both the visible and the invisible.
Lowering the Bar for a More Inclusive Future
The challenge for industry leaders and operators across our industry is to recognise and lower these accessible bars—both for guests and employees. For guests, this might mean providing detailed guides, staff training on inclusivity, and an environment that welcomes questions and learning. For employers, it means reevaluating recruitment and training practices to ensure that talent from all backgrounds can thrive.
By lowering our personal and professional accessible bars, we not only enrich individual experiences but also enhance the overall quality of service and innovation within the hospitality industry. It is a call to action for everyone—from hotel managers and restaurateurs to team leaders in any sector—to examine the thresholds we set and to ask: Are we doing everything we can to remove barriers, or are we reinforcing them?
In the end, accessibility is about more than compliance or convenience. It’s a philosophy that, when embraced, transforms limitations into opportunities. So, what’s your personal accessible bar—and how might lowering it unlock new experiences and talents for you and your organisation?
