Academic Partner News | Glion – Diversity in hospitality: how cultural inclusivity defines the industry

Stefano Battaglia is a Lecturer at Glion Institute of Higher Education. In this latest blog piece, Stefono looks at how cultural inclusivity defines the hospitality industry.

The hospitality industry already boasts quite a diverse workforce. In the UK, for example, around 40% of employees have a non-native background.

Even so, the diversity seen among the workforce will often be dwarfed by that of the guests, who could literally be flying in from anywhere in the world. For customer-facing staff, that means meeting and greeting a never-ending array of nationalities, cultural histories, religious beliefs and other differences – all of which the guests themselves will expect to be understood and accommodated.

This process goes to the heart of what we do in hospitality, and the need to delight our guests to ensure they become returning customers. The good news is that intercultural communication is a skill that can be learned.

Challenges of promoting diversity in hospitality

While there is much to applaud in the hospitality industry’s approach to diversity, it would be wrong not to acknowledge the challenges still to be overcome. Perhaps the most significant is how to take the impressive diversity we see at the operational level and translate it into the leadership sphere.

Taking gender as an example, we are still awaiting a female CEO to take the helm of a major multinational hotel company. Given that women make up around 70% of the total hospitality workforce that is clearly a significant omission. There’s too much talent out there, Maud Bailly at Accor and Karin Sheppard at IHG Hotels & Resorts to name but two, for this to remain the case forever; but outside the C-suite we also see gender imbalance in positions such as hotel general manager.

Of course, one way to correct such imbalances is through targets and quotas. For me, these have their benefits, but they can be something of a blunt instrument and, in the worst cases, can lead to people feeling that others view their promotion through the lens of quotas rather than pure merit.

Far better, in my view, is to adopt targets as goals while maintaining a meritocratic approach, at the same time ensuring that your inclusion strategy is well-formed, so individuals feel respected and valued. And of course, learning and development initiatives should be focused on helping high potential individuals make the leap to positions like GM confident that they are equipped with the tools for success.

Another challenge to promoting a more diverse workforce is the unconscious bias that many of us carry within us. It’s possible to train this out, but in hospitality it’s estimated that only around 30% of companies undertake unconscious bias training and other similar diversity training programs. That isn’t enough, and I believe more initiatives of this kind would greatly benefit groups who may feel marginalised within an organisation.

Strategies for promoting diversity in the hospitality industry

Finding and hiring quality employees remains challenging for hotels, and one way to attract job-seekers is by building a strong reputation for diversity and inclusion.

In addition, diversity and other human capital metrics are increasingly emphasised within ESG requirements, adding an important regulatory dimension. That means a crucial part of any diversity strategy is measurement; without accessible data, managers cannot effectively drive progress in promoting diversity.

To drive progress, hospitality managers have three key tools at their disposal:

• Implement diversity training programs – this includes unconscious bias training, as well as training on managing microaggressions, ageism, and cultural competency.
• Establish inclusive recruitment and hiring practices – ensure that no-one is excluded from your recruitment strategy based on race, social background, disability, or other characteristics.
• Cultivate a respectful and inclusive work environment – this means celebrating different cultures and, as a manager, leading by example to set the standard for your team. Coaching in self-awareness can also support this goal.

Case studies: successful diversity initiatives in the hospitality industry

1. Hilton Worldwide
   Many major hotel brands have impressive diversity initiatives, but I’m highlighting Hilton for the depth of its program and for having been inducted into DiversityInc’s Hall of Fame for the Top Companies for Diversity. Hilton has also previously ranked #1 in the Top 50 Companies for Diversity list. At Glion, we are proud that a member of our alumni family, Paul Hutton, is a key player in promoting diversity and inclusion at Hilton in his role as Area
   Vice President APAC and Head of Australasia.
2. Food and restaurant sector
   It’s not only hotels that are promoting diversity; at the recent Food Integrity Global Summit, food industry professionals gathered to discuss the need for greater attention to diversity and inclusion in the sector. For instance, The Biskery, a successful sustainable bakery, primarily employs young mothers, contributing to a more inclusive workforce. Another noteworthy example is Sally Abé, the consultant chef at Hilton’s Conrad London St. James Hotel restaurant, The Pem. As one of London’s most celebrated chefs, she is recognised for fostering a positive and inclusive culture in the restaurant sector, challenging traditional norms.

As we look to the future, continued efforts to expand diversity, especially at leadership levels, will be key in shaping a more inclusive and successful hospitality industry.