4 Ways Hotels Can Improve Accessibility and Inclusivity
In the competitive world of hospitality, standing out means creating an environment where every guest feels welcome and valued. Industry insights from a seasoned Founder and a dedicated Hotel Manager provide actionable strategies for enhancing accessibility and inclusivity. Discover why focusing on staff training and awareness is crucial and how incorporating universal-design principles with empathy can transform guest experiences. With four expert insights, this article offers a comprehensive guide to making your hotel more inclusive for all guests.
- Focus on Staff Training and Awareness
- Create Memorable, Inclusive Guest Experiences
- Prioritize First Impressions with Warm Welcomes
- Incorporate Universal-Design Principles with Empathy
Focus on Staff Training and Awareness
Here is my advice for hotels looking to improve accessibility and inclusivity for all guests:
Focus on staff training and awareness. Educate all employees—from front desk to housekeeping—on how to respectfully assist guests with various needs. This includes using appropriate language, offering help discreetly, and understanding different types of visible and invisible disabilities.
Some specific measures hotels can take:
- Ensure your website and booking engine meet Web Content Accessibility Guidelines (WCAG). Provide detailed info on your accessible rooms and amenities.
- Have adaptive equipment available, such as portable hearing-loop systems, shower chairs, grab bars, visual alarms, etc.
- Provide alternative formats for printed materials like braille, large print, and audio. Include braille on room numbers and elevator buttons.
- Allow service animals in all areas of the hotel. Have a relief area on property.
- Train dining staff on common food allergies and intolerances. Offer menu items for various dietary needs.
- Make public spaces accessible, including stepless entries, wide doorways, and wheelchair seating in lounges and meeting rooms. Install a pool lift.
- Partner with local disability organizations for feedback and ongoing accessibility audits.
The key is being proactive, considering the full spectrum of guest needs, and empowering staff to provide dignified, equitable service to everyone. Inclusivity benefits all guests and will differentiate your hotel.
Create Memorable, Inclusive Guest Experiences
Hotels looking to improve accessibility and inclusivity must prioritize creating memorable experiences for all guests, regardless of physical abilities or backgrounds. One key is recognizing that accessibility isn't just about compliance; it's about making every guest feel welcome and valued. A memorable experience can leave a lasting impression, much like my recent stay at a hotel in Dallas with fresh herbs growing in the lobby. At checkout, I was invited to take some herbs home. I didn't need them, but the thoughtfulness and uniqueness of the gesture stuck with me. Similarly, over ten years ago, I stayed at a hotel in Palm Springs where donut decor lined the walls—guests could grab and go, creating a playful and unforgettable moment. These are the kinds of experiences that, when combined with inclusivity, leave a lasting impression.
To improve accessibility, hotels should go beyond the basics of ADA compliance. This means offering features like wider doorways, ramps, accessible bathrooms, and Braille on elevators while also providing visual and auditory aids. Equally important is ensuring accessible rooms are as stylish and thoughtful as others, not treated as an afterthought. Inclusivity can be enhanced by offering gender-neutral restrooms, multilingual staff, and culturally diverse menus. Providing such experiences and training staff in cultural sensitivity fosters an environment where all guests feel welcome.
The Moxy East Village in New York City is an excellent example of a hotel that combines accessibility with memorable guest experiences. Its rooms are wheelchair-friendly with roll-in showers and adjustable-height beds, and its website is fully ADA compliant for easy booking. Moxy also offers gender-neutral restrooms and multilingual staff, making it a welcoming space for everyone. This shows that accessibility and inclusivity don't detract from a guest's experience; they enhance it.
Combining thoughtful design, inclusive practices, and memorable touches creates a genuinely welcoming environment for hotels looking to improve. Accessibility shouldn't feel like a compromise, and inclusivity should be seamlessly integrated into every guest interaction. When hotels achieve this, they provide better service and ensure every guest leaves with a positive, lasting impression.
Prioritize First Impressions with Warm Welcomes
It's simple, it's profound, and it matters the most: "the first impression." My mantra is "It isn't what you say, but how you say it." It is a warm welcome lobby with a smile, a cozy scent, and an eagerness to assist a guest. Keep it simple and uncluttered, clean and fresh in guestrooms with a hint of lavender scent, and fluffy pillows to unwind from your long working or touristy day.
Incorporate Universal-Design Principles with Empathy
Creating a genuinely welcoming environment begins with empathy and understanding. Hotels ought to prioritize accessibility by incorporating universal-design principles. However, accessibility extends beyond mere physical modifications, such as ramps and accessible rooms. It also involves providing comprehensive training to staff that surpasses basic inclusivity principles, as well as actively soliciting feedback from diverse guests. Such initiatives can transform a stay into a memorable experience for all. The objective of these efforts is to ensure that every staff member understands the significance of empathy and inclusivity in service. To truly enhance accessibility and inclusivity, hotels should strive to cultivate environments in which both staff and guests feel authentically acknowledged and valued. This approach entails fostering a culture of active listening, where feedback from all individuals—particularly those with varied needs—is regularly sought and integrated into service improvement initiatives.
