When you are part of a global hotel chain that establishes a culture deeply rooted in diversity, equity, and inclusion, the question, “How can we make a difference at our hotels?” becomes important. Holiday Inn® Singapore Little India and Holiday Inn® Singapore Atrium, part of the global hospitality giant IHG® Hotels and Resorts, have answered the question by hiring persons with disabilities.
This initiative leverages an under-represented talent pool, gains new perspectives, improves work culture, and empowers and enables lives, aligning with IHG's global commitment to serve communities and positively impact lives. Inclusive hiring is part of IHG’s ‘Journey to Tomorrow’ plan, representing a global commitment to serve local communities and improve the lives of 30 million people around the world by 2030. It underscores the importance of building a work culture where everyone feels valued, thereby enhancing employee morale and reducing turnover.
Holiday Inn® Singapore Little India’s Story
Beginning the Inclusion Journey
Holiday Inn® Singapore Little India's decision to embrace disability-inclusive hiring stemmed from a broader societal emphasis on diversity, equity, and inclusion (DEI) in the workforce. This movement sought to go beyond mere compliance, highlighting the value and unique perspectives that individuals with disabilities bring to any team. The inspiration to adopt this approach came from observing the tangible benefits reaped by other hotels within the IHG network through their inclusive hiring practices. This commitment has translated into a more dynamic and innovative environment, where the varied experiences and viewpoints of employees with disabilities led to enhanced problem-solving and customer service.
These successes included increased creativity and innovation, as diverse teams brought varied experiences and viewpoints to problem-solving, leading to more effective and innovative solutions. Additionally, inclusion in the workplace was shown to enhance job satisfaction and engagement among all employees, contributing to a positive working environment and reducing staff turnover.
Embracing (Dis)abilities, Opening Doors to Opportunities
Mr Jamal Bin Ismail, a Bell Service Agent with physical disability at Holiday Inn® Singapore Little India, warmly greets every guest with his engaging presence and smile. He represents the hotel's commitment to inclusion and the importance of focusing on abilities. Mr Shreyas Ladde, the General Manager, notes, "He's the face of our hotel, and remarkably, that face is a person with a disability, showcasing our focus on individual strengths." Focusing on individual strengths has been key to unlocking potential and fostering a supportive environment where unique talents are not only recognised but celebrated, he added.
Adapting Recruitment Strategies for Inclusive Hiring
The journey towards inclusion was not without its hurdles. Despite the challenges, the hotel approached the task with tenacity and innovation, collaborating closely with SG Enable to develop strategies that would empower their employees with disabilities. As the Singapore market reopened post-pandemic, the demand for manpower surged, presenting both a challenge and an opportunity. With SG Enable providing consultancy, training and funding support, the hotel swiftly adapted to implement recruitment strategies such as job trials, screening methods, and efficient hiring processes for prospective employees with disabilities.
With the support provided, Holiday Inn® Singapore Little India was able to overcome challenges and make significant strides towards creating a more inclusive workplace. The initiative has led to the hiring of four employees with disabilities, in roles ranging from front-of-house staff like doormen and receptionists to back-office positions such as housekeeping attendant.
Mr Shreyas Ladde shares that:
“We care as much about the experience of our diverse, empowered teams as much as our guests, and the greater community we operate in. Therefore, we actively embed meaningful collaborations into every fabric of the hotel to bring people closer together. Embracing inclusive employment has not only boosted team morale and productivity but has also fostered a stronger sense of unity within the team.”
Holiday Inn® Singapore Atrium’s Story
Before Holiday Inn® Singapore Little India embarked on its inclusion journey, Holiday Inn® Singapore Atrium had already established the groundwork for an inclusive workplace.
A Radiant Impact of Inclusive Excellence
Mr Thng Kai Bin, who has mild intellectual disability, is loved by guests and colleagues alike. "He's very jovial... his happy personality spreads to others," Ms Rachel Yeong, the HR Director of Holiday Inn® Singapore Atrium, recalls, describing how his presence at the hotel extends beyond his duties to embody the essence of hospitality—warm and welcoming. Serving as a Bellman for over ten years, Mr Thng Kai Bin’s role is a testament to how well his vibrant and jovial personality aligns with the hotel's ethos, enhancing the guest experience right from their arrival.
His eagerness to connect and share joy not only elevates the mood of those around him but also shows how an inclusive workplace focusing on strengths works well for the organisation – enhancing the guest experience and contributing to a positive work environment. Notably, Mr Thng was honoured with the Exemplary Employee Award at the Enabling Mark Awards 2021 as a recognition of his exceptional dedication and service.
Simple Yet Effective Solutions to Integrate Employees with Disabilities
Holiday Inn® Singapore Atrium partnered with SG Enable to implement innovative solutions for integrating employees with disabilities into their teams, helping to overcome the challenges they faced. From streamlined communication methods to specialised training, each initiative was aimed at enabling their employees to achieve their potential and thrive in the workplace.
For example, the hotel introduced a pictorial task list book, which proved to be an invaluable tool, making daily tasks accessible and more efficient. "It works... picture works best," Ms Yeong affirms, highlighting the success of this simple yet effective strategy. "SG Enable's guidance has been invaluable in helping us develop and implement innovative solutions... Their support has enabled us to create a more inclusive and supportive workplace for all our employees."
Enabling Mark - A Celebration of Diversity
Recognising Disability-Inclusive Employment with the Enabling Mark
For the hotels’ efforts and commitment in creating inclusive workplaces, Holiday Inn® Singapore Little India and Holiday Inn® Singapore Atrium were accredited with the Enabling Mark (Silver) and (Gold) respectively. Notably, Mr Ladde, was honoured as the Enabling Champion at the Enabling Mark Awards 2021 for driving disability inclusion during his tenure at Holiday Inn® Singapore Atrium.
When organisations focus on abilities with the right job match, persons with disabilities can bring the much-needed skills, contribute meaningfully, and thrive in the workplace. As with the experiences of Holiday Inn® Singapore Little India and Holiday Inn® Singapore Atrium, organisations can see benefits with inclusive hiring—an increased source of talent pool, enhanced work culture and processes, increased productivity and lower turnover. The success of Holiday Inn's inclusion initiatives offers a powerful blueprint for other businesses to follow, demonstrating that when companies invest in diversity, they're investing in their future.
Holiday Inn® Singapore Atrium shares that:
“Their resilience has sparked a greater sense of teamwork among colleagues and departments, fostering collaboration and a fresh outlook for managers and peers alike. Their tenacity also inspired and motivated everyone to strive for greater performance and operational excellence.”
