In a world where travel is more accessible than ever, inclusive hospitality means more than just good service, it’s about making every guest and employee feel they truly belong. It includes accessibility, cultural sensitivity, and respect for diverse identities. As stated in ‘Diversity, equity, and inclusion in the hospitality and tourism workplace: A quantitative systematic literature review’ (2025), embracing inclusion in hospitality isn’t just ethical, it also strengthens customer loyalty and team performance. In today’s diverse world, being truly welcoming means rethinking how hospitality is designed and delivered.
In today’s world, inclusive hospitality is the practice of creating welcoming environments that recognize and respect the diverse needs, identities, and backgrounds of both guests and employees. It encompasses physical accessibility, cultural sensitivity, gender inclusivity, and equitable service experiences. But inclusion isn’t just about complying with regulations, it’s about fostering a genuine sense of belonging. According to Holcomb, Upchurch, and Okumus in ‘Diversity, equity and inclusion in hospitality: Value centred leadership as a conduit for change’ (2023), inclusive hospitality involves value-centered leadership that ensures all individuals feel seen, safe, and respected within hospitality spaces.
This entails developing culturally relevant menus, providing multilingual assistance, designing experiences that accommodate disabilities, and educating employees on how to react with compassion and understanding. It also includes inclusive workplace cultures, leadership representation, and fair hiring practices for workers. Setting a new benchmark for what it means to be hospitable in a globalized world, true inclusive hospitality moves the emphasis from “fitting people in” to creating environments that fit everyone. But why does it matter so much?
Inclusive hospitality is not just a moral stance but a smart business strategy. When guests feel represented, respected, and accommodated, their satisfaction naturally increases. This translates into stronger brand loyalty, positive reviews, and repeat visits. From a staffing perspective, inclusive practices foster higher engagement, collaboration, and job satisfaction. Teams that reflect diverse backgrounds are also more innovative and better equipped to serve an equally diverse clientele.
Baum and Kralj (2023) emphasize in ‘Inclusive leadership in hospitality: a driver of social inclusion?’ that inclusive leadership in hospitality plays a direct role in fostering social inclusion, which enhances both guest experience and internal workplace culture. They argue that inclusion is not just a human resources concern but a critical component of service quality and organizational resilience. Furthermore, a 2024 Booking.com global survey reported that 83% of travelers consider sustainable and inclusive travel important, and 71% want to leave the places they visit better than they found them. These figures show that modern consumers are increasingly driven by values, not just prices or convenience.
Beyond the bottom line, inclusive hospitality enhances brand reputation and helps businesses stay future-ready in a competitive market. In a world where customer expectations evolve rapidly, embracing inclusion is not a trend — it is a foundation for long-term success. Hospitality brands that lead with empathy and intentionality are not only remembered but also recommended. We can see sights of inclusive hospitality in some every day.
One of the most visible strategies is accessible design; Features like wheelchair ramps, step-free showers, braille signage, hearing loop systems, and quiet rooms for guests with sensory sensitivities. These elements go beyond compliance to create dignity and comfort for all.
Another powerful approach is culturally sensitive service. This includes providing multilingual staff or translation support, offering halal, kosher, vegetarian, and allergy-friendly menu options, and training staff to use inclusive language, especially regarding gender identity. For example, addressing guests by their pronouns and ensuring staff uniforms offer non-gendered options are small gestures that make a significant difference.
Diverse hiring practices and inclusive staff training are equally critical. Companies that employ individuals from a wide range of cultural, ethnic, and social backgrounds often better reflect the diversity of their guests. Training in unconscious bias, empathy, and cultural awareness is essential to maintaining respectful service and a supportive workplace.
One standout example is Marriott International, which has been recognized globally for its diversity and inclusion programs. The company actively recruits from underrepresented communities, partners with disability and LGBTQ+ advocacy groups, and trains staff in inclusive service delivery. Another example is StayAltered, a community-powered accommodation platform that emphasizes equity by connecting travelers with hosts from varied backgrounds, offering localized, inclusive travel experiences.
These real-world cases show that inclusive hospitality isn’t limited to luxury brands or large hotel chains — it’s a mindset that any business can adopt to create safer, more welcoming spaces for all.
Even with increased awareness, there are still obstacles in the way of inclusive hospitality. Many companies have tight budgets and see inclusion initiatives as expensive extras rather than wise investments. Progress can also be hampered by staff or leadership’s implicit bias and opposition to change. Sometimes well-intentioned projects turn into performative endeavors with little genuine impact or follow-through.
However, meaningful inclusion begins at the top. According to Spector (2021) in ‘Inclusive Leadership for a 21st Century Hospitality Workplace’, inclusive leadership is key to building workplaces where employees feel both valued and empowered. Leaders must commit to ongoing education, implementing policies that are not only diverse in appearance but equitable in action. Innovation also plays a role; from using technology to better serve diverse needs, to rethinking design and marketing through a more inclusive lens.
Looking ahead, the future of hospitality depends on how well it listens, learns, and evolves. Inclusion is not a one-time initiative, but a continuous process rooted in empathy and intentionality. As the industry redefines what it means to be truly welcoming, inclusive hospitality has the power to set new global standards — not just in service, but in humanity.
The goal of inclusive hospitality is to celebrate diversity rather than merely accommodate it. Inclusion needs to be a fundamental principle that permeates every aspect of the business’s development, from hiring and leadership to design and service. According to Park and Kwon in ‘Inclusive Hospitality: Applying Universal Design to Multi-Unit Home Stay Environments’ (2025), hospitality environments may be made welcome, comfortable, and functional for all people, regardless of background or ability, by implementing Universal Design principles. This method serves as a reminder that true excellent hospitality is built on inclusion, not on exclusive features. The business can go beyond merely entertaining visitors to producing memorable, meaningful experiences where everyone feels included by putting equity and empathy first.
Author:
Abir El Moustaine
Social media and Marketing intern
University Dundee, Scotland, UK
Mentor:
Marija Lazarevic, MSc
CEO at MariXperience ltd.