Beyond Tokenism: Building a Truly Diverse Workforce in Tourism and Hospitality
Introduction
Diversity is a fundamental concept
that incorporates the diverse range of human experiences and perspectives. A
diverse workforce is one that is made up of people from different races,
ethnicities, genders, sexual orientations, abilities, and other dimensions of
diversity. This article explores the significance of diversity, dives into the
historical backdrop of tokenism, and highlights why a mere token approach falls
short of establishing a genuinely diverse workforce.
In the tourism and hospitality
industry, success is largely dependent upon employee-customer interactions. Tourists
come from all walks of life, and an ability to connect with people of different
ages, genders, sexual orientations, disabilities, socioeconomic statuses, and
belief systems is key in making out-of-towners feel welcome. Catering
to a global clientele demands a workforce that mirrors the spectrum of
visitors' identities and preferences. A diverse team brings a wealth of perspectives,
enriching the experience offered to guests.
What is Tokenism?
Kanter (1977) argued tokenism as an “artificial
appearance” achieved by including a limited number of individuals in the minority
group in effective positions within the existing group due to their characteristics (gender, race, religion,
age, etc.) accepted as disadvantage or groups’ characteristics different from
the dominant group (Yilmaz and Dalkilic, 2019).
The history of the tourism and
hospitality industry bears witness to the practice of tokenism, where a handful
of individuals from underrepresented groups were hired primarily for
appearance's sake. However, this approach only scratched the surface of
diversity. Token employees often found themselves relegated to marginal
roles, deprived of meaningful contributions or opportunities for growth.
Benefits of True Diversity
True diversity in the tourism and hospitality sector offers numerous benefits, including
1. Improved Productivity: According to Sands (2022), some managers fear that having a diverse workforce will lead to more arguments and decrease productivity. Increased diversity in an organization can bring a diverse range of experience, skills, and backgrounds, which can have a positive impact. Inclusive environments promote teamwork and cooperation, leading to a more productive workforce.
2. Better Employee Retention: Employees are the biggest asset, and it takes time and money to train the teams up in customer service, IT systems, and everything that goes with efficiently running a hospitality and tourism business. When organisations encourage and celebrate diversity, staff are able to be their full selves when they come to work and will feel like an important part of the team and want to stay (Chechi, 2022).
3. Wider Talent Pool: As Profile Resourcing (2019) highlights diversity creates a workforce full of different skills, talents and customs. This enables organisations to create a multi-functional team of outstanding employees who can supercharge company performance. Even better, when companies attract a diverse range of talent, it makes the workplace more interesting, engaging and fun to be in – increasing employee engagement and retention.
4. More Open to Change, Less Open to Risk: Successful businesses are always adapting; change is a constant. When Harvard Business Review investigated what happens to businesses when they become more gender-diverse, it found that they “embraced transformation while seeking to reduce the risks associated with it”. The analysis of company documents revealed that risk-taking language like "bold" and "chance" was less frequently used after female appointments, while open language like "create" and "transform" was more prevalent. Businesses must still take risks and playing it overly safe could leave them behind competitors (Vantage Consulting, 2023).
Navigating Challenges for Diversity
Creating a diverse workforce in the tourism and hospitality industry is not without challenges. There are cases where workers who belong to the minority group may have to silently bear the power and influence within the organization. Here are a few challenges to make a note of and take precautionary steps toward building a positive inclusive culture in a diverse organization:
1. Overcoming Bias: Humans often make decisions based on biases, which can be a significant issue in the workplace. Employees may base their judgments on unconscious biases, leading to distrust and doubts about each other's abilities, often due to their perceived differences or lack of knowledge. Hiring managers should recognize hostility signs and provide diversity training to employees, educating them about the benefits of differences and reducing bias. Effectively communicate company's values to avoid employee resistance, as they may eventually realise their values do not align with the company's and may leave. To avoid losing top talent, it's crucial to hire quality employees who align with your company's values, as they are more beneficial to organisations’ mission and vision (Fraser Dove, 2019).
2. Handling Different Perspectives: According to Usanmaz (2023), diverse employees from diverse cultural backgrounds bring unique creative ideas and problem-solving strategies. While multiple ideas can benefit business leaders, selecting the best one can be challenging, potentially disappointing others and hindering task completion and productivity. Unnoticed innovative ideas can demotivate workers and discourage further discussions. To overcome multiple perspective issues, select a group of high performers who will encourage every idea, provide feedback, and decide on the final selection, or may use polls to identify the best idea.
3. Resistance to Change: Reeves (2021) highlights that employers may face resistance to diversity initiatives due to employees' clinging to traditional practices. However, persistence and good leadership can overcome resistance. Discussing the values of a diverse workplace, ensuring employees understand the benefits, and offering diversity training can help foster acceptance and patience.
4. Communication Barriers: Diversity in a workforce can lead to communication challenges, especially when English is not their first language. Language barriers can hinder understanding and productivity. Organizations with diversity plans aim to address gender and age gaps, but misunderstandings can arise due to differences in language, slang, and terminology. To avoid miscommunication, agree on a common language and workplace discourse. Hiring bilingual employees can provide a competitive advantage. Encourage your employees to ask for clarification if they are unsure about what they’re being asked to do. Management should provide ample time and support for new hires and experienced ones to adjust to the new environment before expecting perfection (Usanmaz, 2023).
Organisations Creating a Truly Diverse Workforce
Diverse organizations perform better. Here are some companies around the world that are excelling when it comes to diversity hiring. You will notice that they vary from industry to industry and all of them are embracing diversity in different ways.
1. Marriott International (Hospitality/Tourism): Named as one of the ‘World’s Best Multinational Workplaces’ by Great Place to Work. More than 40% of the top 1,000 Marriott leaders are women and they are aiming to achieve parity in gender representation for global leadership by 2025 (Social Talent, 2020).
2. Johnson & Johnson (Medical Devices, Pharmaceutical and Consumer Packaged Goods): According to He (2023), Johnson & Johnson has 12 Employee Resource Groups (ERGs) that connect and engage employees across the company to develop their potential, build relationship capital, and drive an inclusive environment and culture. By 2025, the company aims to have 50% women in management globally.
3. Mastercard (Financial Services): As Kuligowski (2023), highlights Mastercard is dedicated to equal pay for equal work. 81% of final candidate interviews include women and they’ve established nine Business Resource Groups (BRGs) with 130 chapters in 47 countries to represent diverse communities and their allies. Mastercard also offer practical employee benefits, like coverage for sex reassignment surgery, fertility treatment, surrogacy and adoption assistance.
4. SAP (IT, Internet, Software and Services): Compared to industry averages, SAP has a high percentage of women in leadership positions: 27%, globally. SAP’s “Autism at Work” program employs more than 180 autistic workers, and SAP is committed to diversity and inclusivity at all stages of the hiring process and beyond (Heaslip, 2022).
Conclusion
Tokenism falls short in realising
genuine diversity. Tokenism merely creates the illusion of diversity without
addressing the structural inequalities that persist. It does not foster a
culture of inclusivity and can even perpetuate biases by treating diversity as
a checklist item rather than a fundamental value. Diversity in the tourism and
hospitality industry requires more than just checking some boxes on papers or just
hiring from different backgrounds. A truly diverse workforce is one where every
individual is valued, empowered, and equipped to contribute meaningfully. Workplace
diversity in the hospitality and tourism industry is enhanced through visions
that promote equal employment opportunity to cater for the different
nationalities in the market. The industry gets to appreciate the world's
socio-cultural and economic differences through the recruitment of people of
diverse backgrounds. As such, businesses in this industry need to establish
organizational policies that not only discourage discrimination but also
encourage intercultural activities such as cultural educational programs and
forums. Businesses also should employ organizational structure that comprise of
people from different regions and races and spread key appointments to
qualified staff from across the leadership teams.
The journey towards diversity is not
easy, but it's always a great time to start.
List of References:
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[Accessed 27 August 2023].
Fraser Dove (2019). Top
Challenges of Diversity In The Workplace. [online] Fraser Dove
International. Available at:
https://www.fraserdove.com/challenges-of-diversity-in-the-workplace/. [Accessed
28 August 2023].
Heaslip, E. (2022). The
39+ Most Diverse Companies In 2021. [online] Vervoe. Available at:
https://vervoe.com/most-diverse-companies/. [Accessed 28 August 2023].
He, G. (2023). 15
Examples of Diverse Companies. [online] teambuilding.com. Available at:
https://teambuilding.com/blog/diverse-companies. [Accessed 28 August 2023].
International Falcon
Movement-Socialist Education International (2023) Combating Tokenism –
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Available at:
https://ifm-sei.org/dream-our-g-local-movement/dream-animated-video/ [Accessed
27 August 2023].
Jackson, S (2023). Diversity
in Leadership: The Power and Benefits of Embracing Differences. [online] LinkedIn.
Available at: https://www.linkedin.com/pulse/diversity-leadership-power-benefits-embracing-scharrell-jackson/.
[Accessed 28 August 2023].
Kuligowski, K. (2022). How
to Be a Diverse and Inclusive Company [online] Business News Daily.
Available at:
https://www.businessnewsdaily.com/15970-diverse-inclusive-companies.html. [Accessed
28 August 2023].
Profile Resourcing.
(2019). How the hospitality industry can drive diversity and inclusion.
[online] Available at:
https://profileresourcing.co.uk/blog/hospitality-industry-diversity-and-inclusion/
[Accessed 27 August 2023].
Reeves, M. (2021). Biggest
Challenges To Workplace Diversity [online] Together. www.togetherplatform.com.
Available at:
https://www.togetherplatform.com/blog/biggest-challenges-to-workplace-diversity.
[Accessed 28 August 2023].
Sands, L. (2022). 8
benefits of encouraging diversity in the workplace. [online]
www.breathehr.com. Available at:
https://www.breathehr.com/en-gb/blog/topic/business-leadership/8-benefits-of-encouraging-diversity-in-the-workplace
[Accessed 27 August 2023].
Social Talent (2020). 9
Companies Around the World Embracing Diversity in a BIG Way. [online]
SocialTalent. Available at:
https://www.socialtalent.com/blog/diversity-and-inclusion/9-companies-around-the-world-that-are-embracing-diversity.
[Accessed 28 August 2023].
Usanmaz, O. (2023). What
are the challenges of diversity in the workplace and how to mitigate them? [online]
Qooper. Available at:
https://www.qooper.io/blog/what-are-the-challenges-of-diversity-in-the-workplace-and-how-to-mitigate-them.
[Accessed 28 August 2023].
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Importance of Diversity in the C-Suite. [online] Vantage Consulting. Available at: https://www.vantageconsulting.co.uk/article/the-importance-of-diversity-in-the-c-suite
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207.
You have brought up an important point about the problems and limits of tokenism when it comes to gaining real diversity and inclusion in organizations. Organizations need to do more than just make token efforts to promote diversity and inclusion. Instead, they need to address systemic hurdles, biases, and inequalities. This means making an environment where people from all walks of life can do well, participate equally, and help the group succeed. It is about recognizing the worth that different points of view bring to the table and working to break down barriers that are built into the system.
ReplyDeleteAgree Menaka. According to Jackson et al. (2021) organizations that prioritize addressing systemic biases experience not only improved diversity outcomes but also enhanced innovation and performance. To further contribute to this important conversation, I encourage us all to continue advocating for and implementing strategies that truly embrace diversity and inclusion, not as mere gestures, but as fundamental drivers of organizational excellence and societal progress.
DeleteThis blog adeptly addresses the imperative goal of fostering genuine diversity within the spheres of tourism and hospitality. It delves into the intricacies of cultivating an authentically inclusive workforce, exploring strategies to break down barriers and embrace a multitude of perspectives. The blog highlights the significance of diversity not only in terms of representation but also in promoting innovation, enriching guest experiences, and fostering a dynamic industry landscape. By spotlighting the journey toward a truly diverse workforce, the blog underscores the essential role this plays in propelling the tourism and hospitality sectors toward greater excellence and resonance in today's interconnected world.
ReplyDeleteThank you for being an active reader of my blog!
DeleteAs per Rosenberg (2008) real diversity should be defined as people, thinking differently. This makes sense because if an organization has everyone with the same "X" factor, the conclusions and ideas they develop will all be uniform. They will be, by definition, a step behind the cutting edge. Cutting-edge thinking means challenging the norm. According to Bush (2023), there are many benefits of a diverse and inclusive workplace, such as higher revenue growth, greater readiness to innovate, increased ability to recruit a diverse talent pool, 5.4 times higher employee retention.
By advocating for inclusive hiring practices, embracing diverse viewpoints, and cultivating a workplace culture that values every individual, we can collectively contribute to the growth and evolution of these sectors.
Very interesting and informative article. True diversity within an organization refers to a diverse workforce that encompasses a wide range of backgrounds, experiences, perspectives, and identities. Embracing true diversity offers numerous benefits as you mentioned and that can positively impact on organization's culture, innovation, productivity, and overall success.
ReplyDelete"By implementing that mindset, your company will become a more inclusive place for people of varying gender, age, religion, race, ethnicity, cultural background, sexual orientation, languages, education, abilities, etc. Consequently, creating a more accepting culture has a strong positive effect on individuals and connects everyone in your company." (Zojceska, 2018)
Agree with you Wameesha.
DeleteHowever, companies often claim diversity in recruitment, but truly diverse workplace is still hard to come by. That’s because it’s no longer just about meeting quotas and adhering to compliance. Workplace diversity promotes equality for all employees, beyond just salaries and promotions, and ensures a company culture that values representation, respect, and recognition (Kelly, 2022).
Your post does an excellent job of emphasizing the benefits of a truly diverse workforce, such as increased productivity, better employee retention, and a larger talent pool. The use of sources such as Sands (2022) and Profile Resourcing (2019) lends legitimacy to the claims made. Furthermore, as underlined by Harvard Business Review, the article's emphasis on diversity as a catalyst for embracing change and lowering risk adds dimension to the issue. What are the topic's industry-specific issues in the tourist and hospitality sectors?
ReplyDeleteThank you Shalomi for your thoughtful comment!
DeleteThe tourism and hospitality industry are a diverse hub of cultural exchange, attracting workers, customers, and clients from diverse backgrounds worldwide. This can present challenges, for example, a lack of cultural awareness and not hearing diverse voices can create unhappy teams and a poor customer experience (Chechi, 2022). In addition, companies that prefer multinational staff within their structures can have both positive and negative effects. Cruise Line Companies, with 70 different nationalities on their ships, can be an example of how cultural diversity can challenge internal communication and understanding. Cultural differences can create barriers in understanding others, and while companies with good internal organization and communication can overcome these challenges (Krzman, 2020).
Gender bias and discrimination, including unconscious biases, significantly impact women's hiring, promotion, and career advancement in the tourism and hospitality industry. As Silva and Couto (2023), highlights that despite women comprising the majority of the hospitality workforce, their leadership positions are often dominated by men, who are often assigned tasks that align with their social roles, while men are better paid for physically demanding administrative and management roles. Employers should establish and enforce policies in recruitment, performance evaluations, and promotions. Conduct a gender pay/benefit gap analysis to identify and address gender-based disparities.
Let's unite to transform the tourism and hospitality industry by prioritizing diversity. Together, we can promote equal opportunities, celebrate diverse cultures, and ensure that every traveller and employee feels respected and valued.
This is a very interesting issue. Tokenism can be harmful because it can reinforce stereotypes and make it harder for minority people to succeed in tourism.
ReplyDeleteIt can also be a source of isolation and frustration for members of minority groups. If people from minority groups feel that they are only being hired or presented in a superficial way, they are less likely to have a sense of belonging in the tourism industry. This can make it more difficult for them to be successful in their careers in the industry.
Tokenism can also undermine the sense of belonging and make it harder to see the prospects for a successful career in the tourism sector. If members of minority groups are not given the same opportunities as other employees, they are less likely to feel that they belong to the organization and are less likely to be successful in their careers.
Agree Niro. Tokenism has negative effects on employees and consequently also has far reaching implications for the organization too. According to Asare (2022), companies tokenize underrepresented employees by false marketing and branding, often using diversity on company websites to mislead employees into believing the organization's homogeneous environment. Lack of support offered to racially marginalised individuals to be successful but for symbolic diversity, these individuals are sometimes propped up into roles that they are not ready or qualified. To combat tokenism and promote a truly diverse workplace, organisations need to start by actively seeking out and valuing diverse voices. Encourage open dialogue, implement inclusive policies, and empower employees to speak up about their experiences.
DeleteTogether, we can create a workplace where every individual is genuinely valued and heard, driving innovation and progress for all.
Your insight into the limitations of tokenism in achieving genuine diversity is astutely articulated. Tokenism, indeed, often results in a surface-level representation that masks the deeper structural disparities within organizations. Your perspective on how tokenism fails to foster an inclusive culture is particularly noteworthy; it highlights the danger of overlooking systemic inequalities in favor of a mere illusion of diversity. Your distinction between diversity as a value versus a checkbox resonates strongly, emphasizing the need for a holistic approach that goes beyond mere optics.
ReplyDeleteReal-world examples further underscore your point. For instance, when a company hires a single individual from an underrepresented group solely to showcase diversity, it overlooks the systemic barriers that may still hinder the experiences of others within that group. Similarly, in media and entertainment, featuring a single diverse character can't make up for a lack of overall representation or nuanced storytelling.
Your perspective resonates with the broader movement towards authentic inclusion, where organizations embrace diversity as a foundational principle and work to address the root causes of inequality. By shedding light on the pitfalls of tokenism and emphasizing the importance of comprehensive change, you've contributed to the conversation on building genuinely diverse and inclusive environments. Well done in articulating these crucial insights!
Thank you for taking the time to read my post and leaving such insightful feedback Nipuni.
DeleteAccording to Ariza (2023), an organization may hire a person of a particular race or a woman for a high-profile position, expecting them to represent the entire group. This practice can be harmful, as it places an unfair burden on the individual and spreads the idea that one person can represent an entire group. Tokenism occurs when an organisation creates a diversity committee but fails to provide necessary resources or authority for meaningful change. It can also manifest in creating special programs for specific groups without providing ongoing support or addressing the underlying issues. Tokenism can negatively impact individuals and organisations by creating feelings of isolation and pressure, leading to burnout, and a lack of trust from employees, especially those from underrepresented groups, resulting in decreased engagement and retention, especially for those brought in as tokens.
To combat tokenism, organisations must tackle systemic issues that hinder true diversity, requiring leadership commitment to diversify hiring practices, address performance bias, and offer continuous employee support and training. Organisations can promote a culture of inclusion by establishing employee resource groups, offering mentorship and sponsorship programs, and ensuring equal career advancement opportunities for all employees.
In the context of the tourism and hospitality sector, authentic diversity goes beyond symbolic gestures. A truly diverse workforce is one that reflects a rich tapestry of nationalities, cultures, and experiences (Nunkoo & Ramkissoon, 2010). Achieving this entails adopting a vision of equal employment opportunity that resonates with the multicultural nature of the market (Gursoy & Chi, 2019). This industry's potential to embrace global sociocultural nuances is amplified when it embraces a workforce spanning diverse backgrounds. To transform diversity from an idea into a reality, businesses must implement policies that not only discourage discrimination but actively promote intercultural understanding through education and forums (Gursoy & Chi, 2019).
ReplyDeleteAgree Nadeeka. As reported by Ability Options (2022), a diverse workplace acknowledges individual strengths and potential, fostering a successful, thriving, and fair work culture. As tourism and hospitality industry caters to a global clientele achieving workplace diversity means we are bringing out the very best of the employees and allowing them to reach their full potential. By doing so, workplace benefits as it encourages a more varied and innovative talent pool. A diverse workplace is a happy workplace because it is open to people of all cultures and backgrounds and ensures that their voices are heard. The more varied the perspectives, the more innovative the strategies.
DeleteChoose diversity over disparity!
Overall, SAP's efforts in promoting diversity and inclusivity are in line with best practices for modern organizations. They not only benefit the company's employees but also contribute to its reputation, innovation, and the broader societal goal of fostering a more equitable and inclusive workplace.
ReplyDelete