Have you ever thought about the role that accessibility plays in your daily routine? For example, have you ever used a handheld showerhead to wash your hair, or grabbed a lever handle on a door while carrying groceries? These small modifications are a form of accessibility, designed to make everyday tasks more manageable for everyone. It probably didn’t even cross your mind at the time — it just felt easier and more natural.
One of the most well-known examples of accessibility that we all use each day is the curb cut, which is the slope or cut-out in a sidewalk that can be found at intersections and building entrances. Originally designed to provide mobility assistance to individuals with wheelchairs, curb cuts have helped millions of parents with strollers, travelers with suitcases, and many others. The curb cut example demonstrates how accessibility features designed for people with disabilities can also benefit a wider range of people. By making our environments more accessible, we can create more welcoming and inclusive spaces for everyone, regardless of their abilities.
In the 2022 research report, “Portrait of Travelers with Disabilities: Mobility and Accessibility,” research firm MMGY Global shared that travelers with mobility disabilities spend $58.2 billion per year on travel. Yet, in the study of more than 2,700 Americans with mobility disabilities and their caregivers, many report their hotel experiences haven’t lived up to their expectations.
When it comes to delivering true hospitality, a continual focus on creating exceptional experiences for all guests, including those who may face unique challenges, is critical in ensuring every guest can feel welcome and at home. There are a host of examples: offering roll-in showers and accessible tubs; bathroom vanity fronts with ample knee space clearance; and door knockers with strobe lights to alert guests with hearing impairments. By offering these amenities, we strive to create an environment where every guest feels valued and respected, and one in which accessibility is not only a priority, but an expectation.
We also need to recognize the importance of educating and empowering our team members to create more inclusive spaces and experiences for guests with disabilities, both visible and invisible, such as cognitive disorders or hearing and vision impairments. Seeking to understand the diverse needs and developing plans for more inclusive workplaces, experiences and products is critical to the success of all businesses. While it may seem like there is a lot to do to address accessibility and disability inclusion, even small steps can make an enormous difference and lead to meaningful progress. Some of those steps include:
Start the Conversation
Open the conversation about accessibility and disability inclusion by discussing it with your employees, colleagues and guests. This will help to raise awareness of the importance of accessibility and create a more inclusive environment for all.
Don't Be Afraid To Start Small
Starting small can make a big impact. Consider how accessibility can be integrated into daily occurrences such as team meetings, and challenge yourself to think creatively about making them more inclusive for all. For example, if your meeting is virtual, assess accessibility features such as closed captions or live transcription to make it more accessible and inclusive.
Use Inclusive Language
Language is powerful and can have a significant impact on the way people feel and are perceived. Use language that is inclusive and welcoming to people with disabilities. Avoid using terms that might unintentionally create barriers or perpetuate stereotypes. For example, instead of saying someone is “confined to a wheelchair” which has a negative connotation, say they are a “wheelchair user,” which more accurately describes the wheelchair as a mobility tool.
Be an Advocate
Be an advocate for accessibility and disability inclusion. This can include speaking up when you see barriers to accessibility, sharing resources and knowledge with colleagues, and actively seeking out opportunities to improve accessibility in your hotel. By being an advocate, you can help create a more inclusive environment for everyone.
DeShaun N. Wise Porter is Hilton’s Global Head of Diversity, Equity, Inclusion and Engagement. Prior to this appointment, she served as the Vice President, HR Consulting, where she partnered with C- Suite leaders to drive transformational talent initiatives focused on attracting, developing and retaining high potentials and top performers.
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