Embracing Diversity in Tourism and Hospitality Workforces

"You can't just draw purple people and call it diversity" by Robichaud (2018)

Introduction

In the vibrant world of the tourism industry, where cultures converge and travelers embark on transformative journeys, the role of Human Resource Management (HRM) takes on a unique significance. Beyond the enchanting landscapes and bustling markets lies a diverse tapestry of employees who are the driving force behind exceptional guest experiences. As the tourism sector thrives on interactions between individuals from around the world, it becomes imperative for HR professionals to embrace and nurture cultural diversity. The hospitality industry thrives on multiculturalism, valuing and celebrating differences among workers and customers to enhance their experience. In this journey, we explore into the essence of cultural harmony in hospitality, uncovering the transformative impact of managing diversity in the tourism workforce.

Significance of a Diverse Workforce in Hospitality and Tourism

Chechi (2022) highlights that “at the very foundation of diversity is an understanding that as humans we all come with our own unique and varied life experiences, cultural histories, and perspectives. Diversity in hospitality means recognizing, valuing, and leveraging these differences in both your employees and your customers to improve the overall experience for everyone.” Workforce diversity is crucial in today's companies, particularly in the tourism and hospitality industry. Immigration, globalization, and women's entry increase diversity. Managing diversity involves developing skills, policies, and roles to promote positive work behaviors and attitudes (Abdallah and Elshaer, 2019).

Video: What does diversity mean to the hospitality, travel and leisure industry? 

Source: YouTube

Diversity is more than just a buzzword, it reflects diverse backgrounds, experiences, and perspectives, providing numerous benefits such as enriching guest interactions, creating inclusivity, and sparking creativity and innovation. Therefore, a diverse workforce, managed effectively, benefits both the organization and its employees by tapping into talent, skills, and perspectives.

Hospitality and tourism offer unique opportunities for employees and tourists to explore cultural diversity. As Lacalle (2021) mention cultural diversity encompasses various aspects of life, including sexual orientation, gender, upbringing, socio-economic status, and religious background. Recognizing and celebrating these differences is crucial for a harmonious hospitality experience. By acknowledging that everyone has a unique experience, hospitality industry can create an environment that safeguards these differences, ensuring positive and negative reactions to different situations.

Photo by Aaron Blanco on Unsplash

Strategies for Promoting Cultural Harmony

1. Cross-Cultural Training: One of the cornerstones of promoting cultural harmony is equipping employees with cross-cultural training. By providing insights into various cultural norms, customs, and communication styles, HR professionals lay the foundation for understanding and empathy. As per DeakinCo. (2023) to promote cultural awareness and ensure workforce understanding of cultural competence benefits, it is essential to build employees' cultural knowledge through development workshops. These learning opportunities should be framed to accommodate the diverse global economy and society and should be tailored to the company's context. For instance, if the company operates in China, formal training from someone with experience in the country can be arranged. Cross-cultural training fosters a sense of unity among employees, enabling them to navigate interactions with guests from diverse backgrounds confidently.

2. Promote culturally sensitive communication skills: According to WorldRef (2023) a Harvard Business Review study found that companies with effective communication practices have 50% lower turnover rates and higher employee engagement. Effective communication is crucial for managing cultural differences in the workplace. Promote open communication, encourage feedback, and encourage open discussion. Make sure everyone understands and prevent misconceptions.

3. Inclusive Policies and Practices: HRM plays a pivotal role in establishing inclusive policies and practices that celebrate diversity. As per Wilson (2023) a Diversity and Inclusion Policy is a fundamental policy critical to employee engagement. The policy should state the organisation’s commitment to ensuring an equitable, diverse, and inclusive workplace. The policy should also include the process for making complaints of discrimination in the workplace, and how the company will monitor and assess the effectiveness of the policy and working best practices. From recruitment and promotions to performance evaluations, every aspect of HRM can be tailored to uphold the principles of cultural harmony. Inclusive policies ensure that employees are accessed based on their skills and contributions rather than their cultural background.

4. Creating Diverse Teams: Teams bring together individuals from different backgrounds and cultures. Their diverse experiences and knowledge contribute to innovative ideas and solutions that cater to the diverse needs of travelers worldwide. As per Campbell (2022) psychological safety is crucial for effective collaboration. Fostering a diverse culture enhances employee belonging. This belonging is crucial for psychological safety. HR professionals can strategically assemble teams comprising individuals with different cultural perspectives. These teams naturally foster cross-cultural collaboration and creativity, enhancing problem-solving and guest satisfaction.

Translating Insights into Action: Successful Implementation of Diversity Initiatives

As cited by Cowling (2023), Marriott CEO Anthony Capuano emphasized the labor shortage as the hotel industry's most significant challenge. Demographic data shows that 50% of candidates would not consider an organization with a bad employer brand, and 67% of job seekers consider workforce diversity. Therefore, managing diversity is crucial for talent recruitment and retention and organizations must engage diverse perspectives to effectively implement programs and identify barriers and challenges.

Further “Airbnb, through Project Lighthouse, has created a resource center to help hosts learn how to foster belonging, including tips for hosting guests with accessibility needs and advice for welcoming LGBTQ+ guests. Also, Airbnb reports removing 1.3 million people from the platform for declining to treat others without judgement or bias (Cosenza, 2023).

In addition, Chechi (2022) showcases how Hilton embraced video interviews before the pandemic, making the interview process more accessible to a diverse range of talent. The systemized process streamlined the hiring process, reducing it from 45 days to five days, saving time and money. This inclusive recruitment process earned Hilton a DiversityInc award and ranked the hotel as the top place to work in 2021.

Conclusion

Diversity in hospitality fosters a positive work environment, increased job satisfaction, creative ideas, and customer understanding, leading to a successful and profitable business. Therefore, hospitality and tourism industry require a diverse workforce, incorporating people from all backgrounds and nationalities to foster workplace diversity, enhancing productivity and promoting inclusive, equal employment opportunities. The success stories of tourism organizations that have prioritized cultural harmony serve as beacons of inspiration.

 

List of References:

Abdallah M., A.M. and Elshaer, M. (2019) Workforce diversity in the tourism and Hospitality Industry: 14: Lab, Taylor & Francis. Available at: https://www.taylorfrancis.com/chapters/mono/10.1201/9780429465093-14/workforce-diversity-tourism-hospitality-industry-abdallah-elshaer-asmaa-marzouk?context=ubx [Accessed: 4 August 2023].

Bartenders et al. (2022) The importance of diversity in Hospitality, Overproof. Available at: https://overproof.com/2020/06/15/the-importance-of-diversity-in-the-hospitality-industry/ [Accessed: 5 August 2023].

Campbell, A.C. (2022) 5 ways to develop cultural diversity in the workplace, BetterUp. Available at: https://www.betterup.com/blog/cultural-diversity-in-the-workplace [Accessed: 8 August 2023].

Chechi, H. (2022) Diversity in hospitality industry, Les Roches. Available at: https://lesroches.edu/blog/diversity-hospitality-industry/ [Accessed: 4 August 2023].

Cosenza, W. (2023) Three ways the travel and tourism industry can create a more inclusive experience, Seramount. Available at: https://seramount.com/articles/three-ways-the-travel-and-tourism-industry-can-create-a-more-inclusive-experience/ [Accessed: 8 August 2023].

Felber, J. (2023) Council post: How building a diverse team can help your business grow, Forbes. Available at: https://www.forbes.com/sites/forbesbusinesscouncil/2023/03/24/how-building-a-diverse-team-can-help-your-business-grow/?sh=53d2316c27ab [Accessed: 8 August 2023].

Lacalle, E. (2022) Why is cultural diversity important in the hotel sector? Mews Blog. Available at: https://www.mews.com/en/blog/cultural-diversity-in-hospitality-industry [Accessed: 4 August 2023].

Robichaud, M. (2021) You can’t just draw purple people and call it diversity, Medium. Available at: https://ux.shopify.com/you-cant-just-draw-purple-people-and-call-it-diversity-e2aa30f0c0e8 [Accessed: 4 August 2023]. 

DeakinCo. (2023) Seven practices you can implement to increase cultural awareness in the workplace. [online] DeakinCo. Available at: https://deakinco.com/resource/seven-practices-you-can-implement-to-increase-cultural-awareness-in-the-workplace/ [Accessed: 8 August 2023].

Talent'd by WorldRef. (2023) 12 positive strategies for successfully managing cultural differences in the Workplace, LinkedIn. Available at: https://www.linkedin.com/pulse/12-positive-strategies-successfully-managing-cultural-1f/ [Accessed: 8 August 2023].

Wilson, R. (2023) Diversity & Inclusion Policy: The 10 policies your organisation needs, EW Group. Available at: https://theewgroup.com/blog/10-diversity-policies-you-need/ [Accessed: 8 August 202].