Making hospitality inclusive: easier than you think

Hospitality is more than just serving food; it’s about creating an atmosphere where everyone feels comfortable and valued, welcomed and included.

In today’s world, where consumers increasingly back their values with their dollars, creating an inclusive environment is more critical than ever.

So how can foodservice operators provide an inclusive, hospitable experience while many are focused (understandably so) on just trying to keep the doors open amid inflation and labor challenges? Really, the question is, how can they afford not to?

Luckily, while creating an inclusive, welcoming space may feel like a vague, vast undertaking, there are simple changes you can make in your day-to-day operations, to make your restaurant more inclusive and inviting for all patrons. Let’s take a look...

1. Designing an Inclusive Space. The design of your restaurant plays a crucial role in ensuring your patrons feel comfortable, welcomed and included. To create a truly inclusive space, you need to consider many factors, including gender, race, age and disability, and look at elements of your space that you may be taking for granted — such as your seating. Seating should be comfortable for all customers, regardless of their body type. Ensure there is enough space between tables to allow people to move around comfortably.
2. Welcoming Pets in Restaurants. Pets, and not just service animals, are a part of many families, and many customers love to bring their furry friends along to dine. Consider putting a pet-friendly policy in place. Go the extra mile by offering pup cups or treats for dogs. Pet owners can be very loyal customers and are usually likely to return to restaurants where they feel their pet is welcome.
3. Adhering to ADA Requirements. Before anything, you should be sure your restaurant meets the requirements set out by the Americans with Disabilities Act (ADA). This includes providing wide aisles and seating with backs, creating wheelchair-accessible entrances and exits and providing accessible restrooms.
4. Accommodating Hearing and Visually Impaired Customers. Create an inclusive dining experience for hearing or visually impaired customers by providing menus in braille and consider playing softer music to make it easier to have conversations.
5. Fostering Diversity. Train your staff to treat all customers with the same level of respect and hospitality and actively hire as diversely as possible. Employing a diverse staff can bring many benefits to your business, increasing innovation and creativity, improving problem-solving and fostering a more positive work environment. Customers are also more likely to feel comfortable and welcome when they see a diverse range of employees that reflect their own identities.
6. Soliciting Feedback. Ask your customers for feedback on their experience, not just the food. Whether you do this through surveys, online reviews or face-to-face conversations, ask your customers for their takes on your inclusivity efforts and then take this feedback seriously, making changes where necessary. not just another table number.
7. Offering Personalized Service. Go the extra mile by providing personalized service. Remember customers’ names, preferences and dietary requirements. Personalized service shows you value each customer as an individual.

Sometimes, the simplest gestures can mean the most to both your customers and employees. Creating an inclusive dining experience doesn’t have to require a lot of effort, but it is essential to ensure all customers feel valued and welcome — and eager to return.

Get more tips to strengthen your business from Entegra’s Bringing Hospitality to Life, Second Edition.