Best practices for building an inclusive tourism sector
When we think about hospitality, what is the first thing that comes to our mind? A warm bed and a hot meal. To make someone feel cared for is hospitality and it goes far beyond just travellers. It should be extended to colleagues as well. In such cases, the Travel & Tourism sector plays a crucial role in connecting cultures and fostering global relationships.
However, there’s an increasing need for inclusivity within the sector, both internally (in hiring and workplace culture) and externally (in customer engagement and services). Organisations that embrace diversity, equity, inclusion, and belonging (DEIB) see benefits in employee satisfaction, customer loyalty, and overall business performance.
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When we think about hospitality, what is the first thing that comes to our mind? A warm bed and a hot meal. To make someone feel cared for is hospitality and it goes far beyond just travellers. It should be extended to colleagues as well. In such cases, the Travel & Tourism sector plays a crucial role in connecting cultures and fostering global relationships.
However, there’s an increasing need for inclusivity within the sector, both internally (in hiring and workplace culture) and externally (in customer engagement and services). Organisations that embrace diversity, equity, inclusion, and belonging (DEIB) see benefits in employee satisfaction, customer loyalty, and overall business performance.
Fostering inclusive workplace culture
At the core of any inclusive organisation is a workplace culture that promotes respect and understanding for all employees, regardless of background. Cultural awareness programmes are an effective way to achieve this. For example, travel organisations can incorporate cultural sensitivity training, helping employees understand various traditions, religions, and customs from different regions.
One of the most effective ways to ensure diversity in Travel & Tourism is through inclusive hiring practices. This means reaching out to historically underrepresented or excluded (HUE) communities and ensuring your workplace is welcoming to diverse employees. This can be done by implementing blind resume reviews or by partnering with organisations that specialise in recruitment from underrepresented communities.
Diversity in marketing is also critical, especially for travel companies that cater to a global audience. Inclusive marketing campaigns that reflect diverse cultures, languages, and lifestyles help attract customers from different backgrounds and build brand loyalty.
Build accessibility and accepting long-term change
Creating inclusive travel experiences also means making physical and service accommodations for people with disabilities. Airbnb has been a leader in this space, providing accessibility filters on their platform to allow users to search for listings that meet their specific needs, such as step-free entrances or accessible bathrooms.
Moreover, for DEIB efforts to be truly effective, they need to start at the leadership level. Organisations should establish dedicated DEIB roles that report directly to senior management. This helps ensure that inclusivity is a priority in strategic decision-making.
Celebrate and acknowledge diversity
Another way to promote inclusion is to celebrate diverse cultures and identities within the workplace. Recognising events like Pride Month or International Women’s Day can foster a sense of belonging and pride among employees, while also educating staff about different cultures.
Building an inclusive Travel & Tourism organisation is the right thing to do and is also a business imperative in today’s globalised world. By fostering an inclusive workplace culture, hiring diverse talent, focusing on accessible and diverse customer engagement, travel companies can create environments where everyone—employees and customers alike—feels welcome and valued.
