Ascott Leads the Way with Groundbreaking Disability Inclusion Playbook, Setting a Global Benchmark for Accessible Hospitality and Empowering Travel for Over A Billion People with Disabilities

Ascott is leading the way in the hospitality industry with its groundbreaking Disability Inclusion Playbook, setting a new global benchmark for accessible hospitality. This playbook aims to create a more inclusive travel experience for over a billion people with disabilities worldwide. By offering practical, actionable guidelines across five key pillars—Inclusive Training, Accessible Spaces, Hiring, Digital Interfaces, and Inclusive Programmes—Ascott is ensuring that hospitality providers can accommodate the diverse needs of all travelers. This ambitious initiative is more than just a set of guidelines; it is a commitment to empowering travel for people with disabilities, encouraging a shift towards inclusive practices in the hospitality sector.

Ascott’s leadership in this space not only redefines the future of travel but also shows the potential of collaboration between businesses and disability advocates to drive lasting change in the global hospitality industry.

A New Era for Disability Inclusion in Hospitality

Ascott’s Disability Inclusion Playbook is one of the world’s first open-access guides that provides a comprehensive and holistic approach to disability inclusion within the accommodation sector. Developed in collaboration with disability inclusion specialists Colorful Earth and supported by global organisations like SG Enable, the World Sustainable Hospitality Alliance, and the Valuable 500, this playbook offers a roadmap to building a truly inclusive hospitality sector.

The Playbook spans five essential pillars of disability inclusion: Inclusive Training, Accessible Spaces, Inclusive Hiring, Accessible Digital Interfaces, and Inclusive Programmes. These pillars serve as the foundation for transforming the accommodation sector to ensure that guests with disabilities receive an equal and inclusive experience. The framework focuses on key areas such as accessible infrastructure, hiring practices that encourage the employment of people with disabilities, and the creation of programs that cater to the diverse needs of disabled travelers.

The launch event, which took place at Citadines Science Park Singapore, was officiated by Singapore’s Senior Parliamentary Secretary for the Ministry of Social and Family Development, Mr. Eric Chua. He emphasized that fostering an inclusive society is a collective effort, welcoming Ascott’s initiative as a pivotal move towards building a more inclusive Singapore. Ascott’s launch event highlighted the company’s commitment to making inclusivity a priority across all its operations.

Ascott’s Long-Term Commitment to Disability Inclusion

As part of the playbook’s launch, Ascott announced a set of ambitious, long-term commitments aimed at implementing and advancing disability inclusion across its portfolio of over 1,000 properties worldwide. These commitments reflect Ascott’s dedication to making real, measurable progress in disability inclusion over the coming years.

By 2026, Ascott plans to host at least one disability inclusion community program at every property it operates in, ensuring that each location provides access to meaningful programs for individuals with disabilities. The company will also introduce standardized accessibility profiles for all its properties, providing potential guests with detailed information about room features, accessible transport options, and other essential details. Currently, 60% of Ascott’s properties already offer accessibility information, with plans to extend this to the entire portfolio.

In addition to this, Ascott has committed to ensuring that all frontline staff across its global properties will complete disability awareness training by 2027. This initiative aims to improve customer service and ensure that staff are equipped to offer an inclusive experience to guests with disabilities. Ascott is already seeing positive results from its initial training efforts, with over 100 associates in Singapore and Australia having undergone this training.

A further commitment includes ensuring that all guest-facing digital platforms, including Ascott’s website and mobile app, will meet the Web Content Accessibility Guidelines (WCAG) 2.1 AA accessibility standards by 2028. Ascott’s booking website already complies with these guidelines, with plans to bring its mobile app up to the same standards.

Addressing the Needs of Disabled Travelers

The launch of the playbook comes at a time when accessibility is becoming an increasingly important issue in the global tourism and hospitality industries. According to estimates, around 1.3 billion people—approximately 16% of the world’s population—live with some form of disability. Despite this, many hospitality establishments still fail to meet the needs of disabled travelers, making it difficult for them to enjoy the same experiences as able-bodied guests.

Ascott’s playbook addresses these challenges by providing clear, actionable steps that hospitality providers can take to ensure that their properties are accessible to all. It guides accommodation providers on how to work with the disability community to understand their needs and design accessible spaces that promote inclusivity. It also offers detailed advice on how to implement accessible digital interfaces, helping ensure that the online experience of booking accommodation is seamless and inclusive for disabled travelers.

The playbook’s launch is part of Ascott’s broader disability inclusion strategy, which is also linked to its ongoing efforts to improve sustainability and corporate responsibility across its global operations. The company’s commitment to inclusivity is expected to have far-reaching benefits, not only for people with disabilities but also for Ascott’s business, as it taps into an underserved market segment and enhances its reputation as a leader in inclusive hospitality.

The Role of Collaboration in Building Inclusive Hospitality

The development of Ascott’s Disability Inclusion Playbook was a collaborative effort involving a range of industry experts and stakeholders. SG Enable, a key partner, expressed its gratitude for Ascott’s leadership in disability inclusion. SG Enable’s CEO, Ms. Lee May Gee, highlighted that the playbook represents a monumental shift in the global hospitality sector, turning aspirations into actionable solutions that will benefit disabled people everywhere.

Glenn Mandziuk, President & CEO of the World Sustainable Hospitality Alliance, echoed these sentiments, stating that the playbook provides a crucial framework for the hospitality industry to shift from intent to real, tangible impact. He also emphasized that Ascott’s work exemplifies the value of collaboration, where industry leaders, disability advocates, and community organizations come together to create positive change.

As a sign of its commitment to sustainability, Ascott also unveiled a creative and meaningful visual representation of its inclusion efforts at the launch event. The cover of the playbook features artwork co-created by artists with disabilities, which reflects the values of empowerment, diversity, and community. This artwork, produced in collaboration with SG Enable’s i’mable Collective, highlights the importance of inclusivity in all areas of life, including the arts.

Innovative Solutions for Accessible Stays

In another notable development, Ascott revealed a pilot project for an assistive amenities toolkit designed to help guests with physical disabilities or limited handgrip. Co-developed with SalvageGarden, Southeast Asia’s first assistive tech makerspace, the toolkit includes specialized items like cutlery holders, toothpaste squeezers, and tactile hotel maps to enhance the stay of disabled guests. The toolkit will be tested at several Ascott properties in Singapore, with feedback from guests helping to improve future iterations.

A New Standard for Global Hospitality

With the launch of its Disability Inclusion Playbook, Ascott is not just setting new standards for accessibility and inclusion in the hospitality industry but is also paving the way for other companies to follow. The company’s ambitious plans to integrate disability inclusion across all facets of its operations—from training and hiring to digital interfaces and community engagement—are a model for how businesses can become truly inclusive.

As the hospitality industry continues to evolve, the need for accessible, inclusive experiences for all travelers will only grow. Ascott’s bold leadership in this area serves as a powerful reminder that inclusivity is not just a social responsibility—it is a smart business strategy that will drive growth, innovation, and long-term sustainability.

Source: Hospitality.net

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