A guide for people with learning disabilities to entering the hospitality workplace from Hilton’s Sam Innes

By Denis Sheehan FIH, MD, Accessible Hospitality Alliance.

Sam Innes is a member of The Waldorf Hilton, London’s Food and Beverage team who has Down Syndrome. He is working to defy the barriers to entering the workforce, and part of his work includes providing interviews with the media, so I said yes when given the opportunity to speak with Sam. I hope you find the interview with Sam as enlightening and helpful as I have.

How did you secure your job with Hilton?

During my final year of college, I contacted the Down’s Syndrome Association’s WorkFit team with my mum’s help, after we heard that they help people who have Down’s syndrome find jobs. They told me that The Waldorf Hilton, London hotel had a vacancy for someone to join their breakfast team. At first, I was worried that it was a 45-minute bus ride from home and that I was still in college and could not start straight away. However, I went for an interview and the Hilton HR team, and the manager of the Homage restaurant suggested a schedule that would work best for me while I finished college. I have never looked back and took on a permanent role as soon as I left college.

What support are you given in your role?

When I started, I was allocated a buddy, Hamida, to help me settle in and answer any questions. She was really lovely and made me feel at ease. The whole team were also very supportive, approachable and friendly, and stopped me being nervous. I had to complete my training and pass an exam on health and food safety. As there was a lot for me to learn in one go, HR broke the training up into shorter sessions so I could learn at my own pace. Because I have Down’s syndrome and low muscle tone, I can’t carry as much as my colleagues so if a table is very big with huge amounts to clear, another member of the team will help take some items from the table.

What training are you provided with? Is it ongoing?

We do Hilton’s online courses on all sorts of subjects like health and safety, how to be professional when interacting with guests and how to read their body language. We also have different practical lessons. For example, when I needed to learn how to fold a napkin into a rose for our Beauty and the Beast afternoon tea, a colleague demonstrated it to me and taught me how to fold it correctly. Sometimes I learn by looking at training videos and photos recorded for me too.

How would you describe the working culture at your workplace?

I would describe it as very inclusive, supportive, and super friendly. Everyone looks out for each other. I love coming to work because I have a great team.

What do you most enjoy about your work?

I enjoy dressing up smartly in my uniform, working in a really beautiful hotel and feeling very professional. I also enjoy working with such a friendly, supportive team. However, my favourite part of the job is interacting with the hotel guests, especially the regulars who know me well. I strive to provide the highest standard of customer service and love getting compliments from happy customers!

What are the opportunities to develop your career further within Hilton?

I am not sure what the future holds, but I love my current role and would like to stay working at the Hilton for the rest of my career. I regularly talk about my career plan with my manager to support that goal.

What advice would you give to other people with learning disabilities who also want to work in hospitality?

Look for schemes like the Down’s Syndrome Association’s Workfit programme, as they will know of opportunities and advise you on which jobs would be a good fit for you.

When you go for your first interview, don’t be intimidated by the environment – I was very nervous when I went for my interview. However, I put on my best suit and went for it. Believe in yourself and take a deep breath if you are nervous.

Once you start work, rather than making mistakes, ask for help if you need it.

Make sure you have high standards, are always polite, listen carefully to instructions, arrive on time and are cheerful!

Believe in yourself and you will be able to do anything. Don’t be scared to take on new challenges like applying for jobs – it’s so rewarding to overcome your fears and learn new skills and move on in life.

On behalf of the team at Accessible Hospitality Alliance I would like to say thank you Hilton for providing our readers with insight of the benefits available to employers through working with people with learning disabilities.  I especially want to thank to Sam for sharing his experience encouraging others with learning disabilities to follow his example.

We look forward to following and reporting further on your career development Sam.

Denis Sheehan