Individuals with intellectual and developmental disabilities can fill needed jobs in the hotel industry when provided support and resources from businesses, according to new research by a team of faculty and doctoral students in the Penn State School of Hospitality Management.
Assessing existing research on the topic, analyzing the body of work and connecting findings to current industry needs, the researchers found bringing people with intellectual disabilities into hospitality jobs can strengthen teams, creating a workplace where people are more thoughtful about communication, are more patient with one another and build a stronger sense of community. Guests too may notice when a hotel is welcoming to everyone, which can build trust and loyalty from customers.
Led by Associate Professors Michael Tews, Phil Jolly and Donna Quadri-Felitti, the team published their review in ICHRIE Research Reports. Penn State doctoral students Yoko Negoro, Sydney Pons and Thomas Little collaborated on this research, which was supported by The Statler Foundation.
"Hiring someone with an intellectual disability is a great first step but supporting them well when they are on the team is just as important," Jolly said. "That can mean adjusting communication approaches, setting up tasks in a clear and consistent way or making sure there is a support system in place. When organizations put thought into these things, it is not just the employee with a disability who benefits - the whole team gets stronger."
As the hotel industry can be prone to high employee turnover and labor shortages, employing individuals with intellectual and developmental disabilities can help the industry through reduced turnover while improving customer loyalty, according to the researchers.
The researchers said job design is an essential part of hiring individuals with intellectual and developmental disabilities. This job design should include autonomy, meaningful work, and social support from coworkers and supervisors.
"Community partners can help provide support to individuals with intellectual disabilities, so they do not have to find jobs alone," Tews said. "These community partners can provide job coaches and resources that help individuals in their new jobs. Effective training and development are crucial to ensuring individuals with intellectual disabilities thrive in their roles."
The researchers said hotels can utilize job coaches to offer personalized support, guiding entry, integration and long-term success in the workplace for individuals with intellectual disabilities. This includes assisting with on-the-job training and aiding communication between the employee and employer.
Creating a welcoming, supportive work environment for individuals with intellectual disabilities is something that takes intentional effort, according to the researchers.
"While there are training programs and orientation processes that can be developed and are important, the real key is to know the individual and customize a work experience for them to allow them to thrive," said Mike Schugt, founder of INNclusivity and 1988 Penn State graduate in hotel, restaurant and institutional management.
Schugt, whose nonprofit business connects individuals with intellectual disabilities to the hotel industry, was not involved in the study but said the relationship between employers and individuals with intellectual disabilities starts with human resources departments.
"It is all about being open to hiring individuals with intellectual disabilities," Schugt said. "Everyone comes to the table with certain abilities, and hotels can bend further and help this audience receive meaningful employment."
