10 good reasons to employ a disabled worker in the hospitality industry
This guide is a part of the tools created by the European Leonardo da Vinci programme “Happy Tourist”. The project was mainly aimed at improving the quality of the services provided for guests with special needs in tourist accommodation.
In this framework, it appeared that people with disabilities should also be considered as potential employees of tourist establishments that accommodate disabled guests. This guide shows the benefits that making the first step towards such integration can offer.
There are many good reasons that can be discussed and developed, but if only one should remain, it would be: “More than 9 organisations out of 10 that are employing a disabled person are satisfied with this recruitment.”(* Louis Harris Survey)
This is the proof that employing a worker with special needs is not just a legal or moral obligation, but is in the interests of employers.
1. It's to your advantage...
to employ motivated and talented people
Disabled persons step up their efforts
80% of people employing or working with disabled workers think that they are as productive as any other employee.
“The enthusiasm of disabled people stimulates the other employees.”
Bob Warner, “Remploy” chief executive
“A victim of a traffic accident at the age of 14, I lost a part of my left arm mobility, and I thought I could never work, or have a normal future. I was totally overwhelmed but I started thinking that this was a difficulty I was able to overcome thanks to success in my studies. I undertook a vocational training and became a receptionist and my motivation made the difference with the other applicants. My career is a kind of revenge. I like helping guests to feel comfortable; I think I do my job well and enjoy it.”
Lena, head-receptionist - Marriott Hotel
Hilton hotels chain signs up with disability charity to woo disabled workers.
The Hilton hotel chain has signed up with a leading provider of employment services for people with disabilities to push its diversity agenda.
Hilton UK & Ireland, which employs more than 15 000 people in 77 hotels in the region, has signed a contract with the Shaw Trust charity to offer thousands of people with disabilities easy access to its job vacancies.
Wolfgang Neumann, area president for the Hilton chain, said “Hilton UK & Ireland is committed to doing business in a responsible way and this agreement absolutely defines our belief in providing the best job opportunities fort those who are best equipped to serve our guests whatever their circumstances.”
2. It's to your advantage…
to choose dynamic personalities
Disabled people have the experience and know how to answer challenges
82% of the employees working with disabled people, think they are as outstanding as any other colleague.*2
“People with disability are a resource of abilities, of willpower - they are real economical and social actors”
Paul DUBRULLE, President of the ACCOR hotels group
ACCOR is a European leader and world player in the travel and tourism sector thanks to its main international job : the hotel business.
A team dedicated to the integration of disabled people was created in 1992. A real recruitment policy was established through its conventions. In 2007, 37% of the hotels ACCOR employed 6% of disabled people among their staff, and 65% of these disabled workers were working in the group for more than 5 years.”
Showing the way at Disney
With the support of the management of the mission-handicap, a management/workforce agreement has been concluded at Disneyland Paris which integrates people with disabilities.
Emphasis is placed on the disabled worker’s skills and not their disability. The worker’s integration is prepared two to three months in advance of their recruitment. People with mental disability work in the hotels and restaurants located on site : their services are so appreciated that the hotel managers are very willing to take on more. For recruitment, Disneyland Paris works closely with ANPE (National Employment Agency). The spirit of solidarity is an integral part of Disneyland Paris corporate culture and it has grown. The teams of able-bodied workers are actively involved in welcoming the people with disabilities, who see themselves as full-time workers in this universe of entertainment.
3. It's to your advantage…
to offer experience of disability to your disabled guests
An enrichment for the staff and the guests
80% of people employing and working with disabled people, say that adjustments made for disabled employees can be beneficial for other people : other employees and disabled customers.*3
“Do our disabled workers show up every day, and are they great with other staff and with customers ? Yes. They have a tremendous benefit for our business.”
John Kubas, Carl’s Jr. restaurant
The majority of employers who had made adjustments reported that they had found these easy to make (75% for those making adjustments for new recruits and 55% for those making adjustments for existing employees). For both new and existing employees, a significant number of employers did not know the cost of the adjustments that they had made and were unable to even make an estimate.
Small examples:
- At reception, a visually impaired receptionist cannot read writing documents
- A disabled worker with a physical impairment cannot use the stairs
- A cook with hearing impairment cannot hear the rings of an oven
- Purchase of a TV Magnifying glass
- Installing an elevator chair or a lift
- Installation of luminous alarms
4. It's to your advantage…
to recruit reliable colleagues
Disabled workers are as capable, independent, and productive as any other employee
77% of the people employing or working with disabled workers don’t notice additional workload*4
“The absenteeism rate is not higher for disabled than for other employees”
Wolfgang Neumann, president for the Hilton chain
“First, I had attention from my colleagues, but quickly I showed them I was independent. The rules of the kitchen are the same for every one and I am here to work and improve myself.”
Jeff Doiron, cook
Barcelona and the first hotel run by mentally disabled workers
The hotel “In Out”, in the town of Vallvidriera (Barcelona), is the first establishment in Spain and Europe almost totally managed by disabled workers - 90 % of the staff. Many guests from every part of the world come to stay there and are made very welcome.
Each employee works in an independent way according to a defined agenda. At 9.00 a.m., airing and cleaning the rooms, then sweeping up the corridors and tidying up the rest of the hotel.
The “Icaria” foundation, a training centre for young mentally disabled people, is responsible for this hotel.
“Here, they meet with guests who ask them for a towel or who how to go to Barcelona”
Daniel Mompo, from Icaria
The ideal thing, in my opinion, would be that these young people use this experience to find a job in “normal” organisations, so that new young disabled people could work in the “In Out” hotel.
5. It's to your advantage…
to cultivate team spirit
Disabled workers integrate and are confident hosts
88% of people working with a disabled colleague say that this experience is enriching, likely to modify their opinion of disabled people and to give a new sense of value to their job (60%).*5
“The integration of difference is a benefit for our staff. We can feel it daily. It helps to put into perspective many situations.”
Françoise Darmond, Human Ressources Manager, ACCOR
The exemplary course of Joëlle Davier
Joëlle undertook a vocational training at the age of 18 years old. “I wanted to become a cook” she says. For more than two years, Joëlle went two days a week to the training centre to learn mathematics, French, cooking and hygiene. The rest of the week, she worked as a cook in the institute. Busy weeks ! Joëlle worked hard, progressed thanks to her extraordinary efforts. “Joëlle worked hard to progress and to be able to work independently.
“The staff helped me a lot”, she says smiling. ”But I finally managed and really got a taste for cooking”. “And Joëlle got on well with everybody”, Mrs Lermet adds. Her diploma, based on both theoretical and practical, was validated. A real example of success story for this mentally disabled worker.
6. It's to your advantage…
to support the blossoming of every person
Teaching people to accept themselves and to accept others
91% of people interviewed say they would be ready to help a disabled recently recruited colleague, either in his/her job and daily tasks, or to integrate with the team. *6
“It benefits us as a store : our employees think it’s special and it’s good for community”
Mitch Holt, The Claim Jumper restaurant
“The ethical dimension of our firm, perceptible by our employees, must also been felt by our guests.”
Wendy Crudele, Disneyland Human resources vice-director
Aer Rianta - Application encouraged
Aer Rianta, encourages employment of people with disabilities in all its departments. This private Irish airline has 1200 employees, 2.6% have a disability. With the help of social partners, it has developed a special programme, taking action on a number of fronts : employment, customers services and awareness-raising.
Aer Rianta organises different kinds of training including a special programme for people with learning difficulties that has helped to establish an extremely good working atmosphere.
The company has received the National Rehabilitation Board’s Positive to Disability Award in recognition of its policy on the integration of the people with disability.
7. It's to your advantage…
to observe the law by integrating differences
The large majority of European countries have laws that guarantee the non-discrimination of disabled persons in employment and set quotas of disabled workers to employ.
The British example:
Since October 2004, it has been against the law for an employer of any size to discriminate against a disabled person because of their disability.
- In the recruitment process
- In their terms and conditions of employment
- In chances for promotion, transfer, training or other benefits
- By dismissing them unfairly
- By treating them less fairly than other workers
- By subjecting them to harassment
The Spanish example:
The Law 62 of December 2003 of fiscal, administrative, and social order adopts measures necessary to guarantee equality of treatment and non discrimination for reason on race or ethnicity, religion or convictions, disability, age or sexual orientation (Title II, chapter III, art.27 al 45.), modifying the Statute of Workers (RDL 1995) and the Law of Social Integration of the Disabled (Law 1982, from now on LISMI).
The purpose of this Law is to promote the full participation of the disabled in political, economic, and social life. It includes provisions on access to employment, public transport, and goods and services.
The French example:
The law of October 1987 obliges any employer with 20 employees or more to recruit disabled workers to 6% of its total staff.
The law of the 11th February 2005 for “the equality of chances, participation and citizenship of disabled persons” gets concrete through strong principles:
- General accessibility in all domains of social life.(education, employment, transports …)
- Right to compensate for the consequence of the disability
Other relevant laws
Austria
- Federal legislation implementing both Directives (except on disability):
- Act amending the Federal Equal Treatment Act (mainly federal public employment)
- Act adopting the Federal Equal Treatment Act and amending a previous Act so as to create the Equal Treatment Commission and the Office for Equal Treatment
Belgium
- Law of 20 January 2003 on reinforcing the legislation against racism.
- Law of 25 February 2003 on the fight against discrimination, amending the Law of February 1993 creating the Centre for equal opportunities and the fight against racism.
Germany
- Racial Equality Directive and Employment Framework Directive:
- Law from 14 August 2006: Allgemeines Gleichbehandlungsgesetz {AGG} (General law on equal treatment)
- A 3-year extension for age discrimination provisions has been requested
Greece
Act 3304 of 27 January 2005 – Implementation of the principle of equal treatment regardless of racial or ethnic origin, religion or belief, disability, age or sexual orientation (transposes the Racial Equality Directive & Employment Framework Directive)
Italy
- Employment Framework Directive - Legislation notified: Government decree No 216 of 9 July 2003
- Decree of 11 December 2003 (equality body)
Ireland
The Employment Equality Act 1998 and Equal Status Act 2000, as amended by the Equality Act 2004, transposes the Racial Equality Directive & Employment Framework Directives - (see Equality Authority webpage).
Netherlands
- Racial Equality Directive - Employment Framework Directive: Legislation
- Equal Treatment Act as amended by the EC Implementation Law (entry into force 1 April 2004), the Equal Treatment (Disability or Chronically Sick Persons) Act (entry into force 1 December 2003), the Equal Treatment in Employment and Training (Age Discrimination) Act (entry into force 1 May 2004)
8. It's to your advantage…
to strengthen the identity of your establishment
Disabled people add admiration and appreciation and greater humanity to their organisation
75% of people working with a disabled colleague think that the recruitment of disabled workers in their firm gives a positive image and influences them favourably in the perception of their employer. *7
“All UK hotel employees are invited to volunteer themselves to join the Disability Advisory Committee in order to develop the ‘disability confident culture“
Christopher Rawstron, Vice-President of Operation UK & Ireland InterContinental Hotels Group
Intercontinental Hotels Group
As part of its mission, InterContinental Hotels Group (IHG) strives to ensure that meeting the additional needs of disabled guests and employees is business as usual. IHG recognised that simply by enhancing the quality of service offered to disabled guests, they could improve the standard of service for all guests. In 2007, IHG won the Disabled Employment Award at the RADAR People of the Year awards. IHG first trialled its UK disability-led recruitment campaign in Edinburgh in 2006, which involved an Open Day followed by a pre-employment course to help selected applicants prepare for job interviews. Its success led to plans to replicate this initiative in other regions of the UK.
IHG has also introduced a Disability Advisory Committee to engage with disabled employees in order to develop the 'disability confident' culture which exists in IHG and to try and adjust ways of working in order to attract more disabled job applicants.
9. It's to your advantage…
in financial terms
Many schemes are strongly inciting firms to integrate disabled workers: here are two examples but almost all countries of E.U. have such schemes…
The British example:
Access to work : the aim of this is to overcome any additional problems associated with employing a disabled person. If it is a new disabled employee, a grant can be applied for up to 100% towards any additional costs involved in employing them; for an existing employee, the grant is for 80% of the costs above £300.
Job Introduction Scheme : this can give a grant for the first few weeks of employment to cover training costs and acts as a “taster” for both you and the disabled person to see if the job is right for him/her.
WorkStep : which is an individually tailored package of support for employers with disabled employees.
Work Preparation programme : this helps disabled people to try out different type soft work arranged through Jobcentre.
The French example
For the employment of a disabled worker for 12 months at least, the firm gets a 1600€ grant.
For the signature of an apprenticeship contract, the firm gets the following subventions from the state and the national agency Agefiph:
- 1525€ for disabled workers under 30 years old
- 3050€ for the employment of disabled workers over 30 years old
- A financial aid about 520 times the hourly wage
Agefiph also proposes:
- technical and human aids to purchase equipment to compensate the disability, and the human aids to communication
- aid to the accessibility of the work situations
- participation to the vocational training of the employee
10. It's to your advantage…
to make the first step
Brush aside stereotypes to move forward...
93% of people employing disabled workers are satisfied with this recruitment. *8
“When they feel that the firm is investing on them, disabled people feel more responsible than the average employees.”
Human Resources Manager, S.I.C.A.R.E.V.
Diversity at work - The Disabled
As the football and summer concert season gears up at Giant stadium in New Jersey, Aramark Sports & Entertainment Services general manager Steve Musciano will turn to same source of ten percent of his 1 200 member staff : the Federation of Employment Guidance Services, or FEGS, a 65-year-old New-York-based human resources company that matches disabled employees with more than 600 employers in the New York metropolitan area.
Musciano has partnered with FEGS since 1997. In that time he has built this staff from the first season’s roster of 30 employees, many of whom were hearing-impaired, to 120, who once a week work from the eight- to 12 hour shifts at Aramark’s 48 permanent locations within the stadium. Job coaches, funded by FEGS and Trained by Musciano’s staff, train the hourly employees, who are on Aramark’s payroll. The job coaches also assist at the stadium during work shifts.
We‘ve taken the position that we can tailor jobs to meet our workers’ needs. We as an industry have an obligation to provide opportunities.
Do they show up every day, and are they great with other staff and with customers?
Yes. They are a tremendous benefit to our business
Remember that disability can be:
- Hearing
- Visual
- Mental
- Allergy
- Disabling disease
- Cardiac disease
- Loss of limbs
- Psychic
- Physical
5 true / false statements to change your mind:
1.“Most of disabled people are born with their disability.”
False. Only 15% of disabled people were disabled when they were born or under 16 years old.
2.“The large majority of people with physical disability use a wheelchair.”
False. Let’s take the French example : 8 millions of people are physically disabled, 370 000 of whom use a wheel chair.
3.“A receptionist with hearing impairment cannot hold his/her job any longer.”
False. Thanks to an equipment (amplifier), she can keep doing her / his job.
4.“My establishment is not accessible, I cannot employ a disabled person.”
False. All disabilities do not request specific equipment. Moreover, many technical and financial aids allow you to convert the establishment to the special needs of your employee.
5.“Even if I am healthy, I can be confronted with disability in my working life.”
True. One on two persons will have a disability or disabling disease on a permanent or reversible way.
Sources:
*1 Barriers to employment for disabled people
*2 Louis Harry Survey
*3 Louis Harry Survey
*4 Barriers to employment for disabled people
*5 Louis Harry Survey
*6 Barriers to employment for disabled people
*7 Louis Harry Survey
*8 Louis Harry Survey
We hope this guide will help you to go from theory to action through the employment of a disabled worker amongst your staff...
This guide was produced with the help of the Agefiph information given on website www.agefiph.fr.
(Last Updated: 19-02-2008)