In this blog, we’re delving into the ways in which you can create neurodiversity-friendly environments within the hospitality sector.

With businesses encompassing hotels, bars, restaurants and cafes, the hospitality sector’s primary goal could be described as “making sure everyone has a good time.” But for those who are neurodiverse or perhaps just not used to certain environments, places that are typically synonymous with fun and relaxation actually have the potential to cause stress, anxiety and other issues.

By taking these small, actionable steps, you can cultivate a fun and accessible environment where both your staff and customers feel welcome.

So, how do you start? Read on to find out our tips for creating a neurodiversity-inclusive hospitality environment.

1. Provide your staff with neurodiversity awareness training

Surprise surprise, the learning platform provider wants to talk about learning.

But in all seriousness, knowledge is power - so arm your staff with the skills and awareness they need to foster welcoming environments for neurodiverse customers. This can cover anything from different communication styles, to specific needs that customers may have, to what it means when someone is wearing a sunflower lanyard. If everyone is knowledgeable on the topic, and crucially understands the “why" behind what they’re doing, they’re far more likely to remember to do it.

And if you’re looking for a sector-specific, off-the-shelf solution to help you with this very topic (and more!), check out Thrive Content. You’ll find hundreds of resources on inclusivity, neurodiversity and a range of other topics.
‍

2. Ensure your venue is physically accessible

This tip relates more specifically to physical disability rather than neurodiversity, but is still very important: Make sure that your business is physically accessible with wide doorways, accessible bathrooms, ramps, and lifts if there’s more than one floor.

Even though this is a guide on neurodiversity, the more accessible you make your venue for everyone, the better.
‍

3. Take sensory stimuli into consideration

Sensory overload can be extremely distressing for those who are neurodiverse. This can be caused by any combination of visual or auditory stimuli - and if you work in hospitality, you’ll know that these environments tend to have a fair amount of visual and auditory stimuli!

How can you combat this? If you’re able to, offer a quiet area away from the hustle, bustle and activity. You can also provide sensory-friendly items such as noise-cancelling headphones or fidget cubes.

Food is another thing to take into consideration when it comes to sensory issues. People may have specific needs - so try to be as accommodating as possible with your menus and make adjustments wherever you can.
‍

4. Provide clear communication

This is just a good overall rule, but especially when considering neurodiverse guests: Provide clear communication throughout all your signage and menus, and offer alternative versions of the menu to help with any potential communication difficulties. Make sure that your venue is set up with clear, visual cues to help customers navigate it.

You can also consider using visual or vibrating alerts to notify customers when their orders are ready, rather than relying solely on auditory cues.
‍

5. Maintain inclusive hiring practices

Fostering a neurodiversity-friendly environment starts from within. As well as talking the talk with your customers, you should also be walking the walk when it comes to your hiring practices.

Much of the traditional job interview advice that’s been instilled into us from the beginning of our careers (“maintain eye contact”, “smile”, “project friendly body language”) is unconsciously exclusionary towards those who are neurodiverse.

Try to avoid unconscious bias when it comes to assessing new candidates. Many people who are neurodiverse have trouble maintaining eye contact or reading social cues, and this shouldn’t impact their chances. It goes without saying, but we’re going to say it anyway: you should hire a candidate because of their abilities and experience, not simply based on a predetermined set of expectations.

As well as being inclusive towards prospective new staff, make sure you’re providing necessary accommodations for the neurodiverse staff who already work with you. Remember that these accommodations can look different for everyone - and the most important adjustment as an employer is the willingness to listen and make changes.

Many neurodiverse staff could struggle with bright lights or loud music, or even the way other team members communicate. Remain open and willing to make adjustments, and - as outlined in point number one - make sure everyone on the team is knowledgeable.

6. Encourage feedback and community

Make sure you’re open to feedback from neurodiverse customers, and take on board any adjustments they suggest so that you continually refine and improve over time.

While we’re on the topic of feedback, cultivate a sense of community by connecting with any local advocacy groups who can help you to better understand and accommodate neurodiversity. Consider hosting fundraisers, events, or workshops to raise awareness.
‍
‍

7. Enforce anti-discrimination policies

Unfortunately, not everyone is always going to be as knowledgeable or inclusive as you - and it falls to you to ensure that anti-discrimination policies are in place to protect neurodiverse colleagues and customers. Make sure these are enforced, and that everyone is treated with respect.
‍
‍

8. Offer flexible seating arrangements

Feeding back into our point about sensory stimuli, everyone has different comfort levels - and if you’re able to, offering flexible seating goes a long way to alleviating any discomfort. Of course, you should also ensure that the seating is arranged in such a way as to accommodate wheelchair users or those with mobility issues.

We hope you found this guide useful. If you’re looking to delve deeper into this topic and equip your team with the knowledge they need to make everyone feel welcome, check out Thrive Content here. With hundreds of resources mapped into learning pathways, it makes your learning and development strategy easier than ever. Fill your LMS with industry leading content that has been curated to make a real difference.

‍