Embracing Diversity and Inclusion: Mantra Hotel

Presented by Leigh-Ann Hendy, Area Talent and Culture Manager at Accor Apartments and Realty

Accor’s Commitment to Diversity

Global Reach:

Accor proudly employs approximately 260,000 individuals globally, representing a vast and dynamic workforce that spans various continents, cultures, and backgrounds. This extensive network of employees is a testament to the company's commitment to providing exceptional hospitality services across the globe. In Australia alone, Accor boasts a dedicated team of around 5,000 employees, each contributing their unique skills and perspectives to enhance the guest experience and uphold the high standards of the brand. This localised workforce not only supports the operational needs of the numerous hotels and properties within the region but also plays a crucial role in fostering relationships with the community and promoting local culture within the hospitality sector.

Core Value:

Our core values drive our unwavering commitment to diversity, which is fundamental to our identity and operational philosophy. We believe that a diverse workforce is not only beneficial for our employees but also essential for our business success. By embracing a wide range of perspectives and experiences, we enhance creativity, innovation, and problem-solving within our teams. This commitment is reflected in our actions and policies that guide our interactions and decision-making processes:

• Promoting equality in all forms and ensuring fair treatment for all employees, regardless of their background, gender, ethnicity, or any other characteristic. We strive to create an environment where every individual has equal access to opportunities for growth and advancement within the organisation.

• Preventing any discrimination in the workplace is paramount to our ethos. We actively implement training programs and policies designed to educate our employees about the importance of inclusivity and the detrimental effects of bias and discrimination. Our goal is to cultivate a culture where diversity is celebrated and discrimination is unequivocally rejected.

• Actively fostering a diverse and inclusive work environment where every employee feels valued and respected is essential to our mission. We encourage open dialogue and collaboration among our teams, allowing for a rich exchange of ideas and perspectives. This inclusive approach not only enhances employee satisfaction and retention but also drives our collective success as a global hospitality leader.

Our Heartist Culture

We aim to cultivate a workplace where every team member can express their authentic selves, fostering an environment where individuality is not only accepted but celebrated. This means creating a culture that encourages open dialogue, where employees feel safe sharing their thoughts, ideas, and personal experiences without fear of judgment. By prioritising psychological safety, we enable our team members to bring their whole selves to work, which enhances creativity, collaboration, and overall job satisfaction.

We utilise storytelling to inspire and connect, recognising that narratives have the power to bridge gaps between diverse backgrounds and experiences. Through sharing stories, we can illustrate our values, highlight our successes, and acknowledge our challenges, creating a shared understanding among team members. This practice not only strengthens our internal community but also fosters empathy and connection, allowing us to appreciate the unique journeys of our colleagues and the richness they bring to our collective mission.

Education plays a critical role in raising awareness and understanding of diverse perspectives, and we are dedicated to providing ongoing learning opportunities for our team. This includes workshops, training sessions, and discussions that focus on cultural competence, unconscious bias, and the importance of diversity and inclusion in the workplace. By equipping our team with the knowledge and tools necessary to navigate complex social dynamics, we empower them to engage thoughtfully and respectfully with one another, ultimately leading to a more cohesive and harmonious work environment.

We are committed to bold actions that promote inclusivity and continuous improvement in our practices, recognising that true progress requires not only intention but also tangible efforts. This commitment manifests in our policies, recruitment strategies, and community engagement initiatives, all designed to ensure that diverse voices are not only heard but actively sought out. We regularly assess our practices and seek feedback from our team to identify areas for growth and to implement changes that reflect our dedication to creating an equitable workplace. Our goal is to lead by example, demonstrating that inclusivity is not a one-time effort but an ongoing journey that requires dedication, reflection, and a willingness to adapt.

Key Learnings from the Diversity Pathways Mentoring Program

Increased awareness and understanding of cognitive disabilities among our staff, which has been a crucial step in fostering a more inclusive workplace environment. This enhanced awareness involves not only recognising the various types of cognitive disabilities, such as dyslexia, ADHD, and autism spectrum disorders, but also understanding the unique challenges that individuals with these disabilities may face in a professional setting. Through comprehensive training sessions and workshops, employees have been educated on the importance of empathy, patience, and effective communication strategies when interacting with colleagues who may experience cognitive difficulties. This initiative aims to create a culture of support and understanding, enabling all team members to feel valued and included.

Improved understanding of creating accessible workplaces and facilities that accommodate all employees, which is essential for promoting equality and productivity within our organisation. This improvement encompasses a thorough evaluation of our current physical spaces, ensuring that they meet the needs of individuals with diverse abilities.

Learned strategies for breaking down complex tasks to ensure clarity and ease of execution, which is particularly important in maintaining productivity and reducing stress for all employees, especially those with cognitive disabilities. For example, our revised Housekeeping Cleaning Checklist has been meticulously designed to present tasks in a clear, step-by-step format that eliminates ambiguity and confusion. Each task is broken down into manageable components, accompanied by visual aids and straightforward instructions to facilitate understanding. Furthermore, we are encouraging the use of checklists and visual schedules across various departments, enabling employees to track their progress and stay organised. This structured approach not only benefits those with cognitive challenges but also enhances overall efficiency and effectiveness in our operations, leading to a more harmonious work environment.

Supporting the Housekeeping Team

Team Dynamics: 

• Highlighting the importance of collaboration among team members and emphasising mutual support and collective responsibility.

• Establishing a positive team dynamic is key to fostering a sense of belonging in the workplace.

Significance of Education:

• Committing to training existing employees to work effectively with individuals with cognitive disabilities, thus enhancing teamwork and understanding.

Success Stories

Hiring Outcomes:

• Since the inception of the Diversity Pathways Program in November 2023, we have successfully hired three new employees.

• Our approach includes a focus on supportive onboarding and development strategies tailored to individual needs.

Challenges Overcome:

• We recognise the personal challenges our employees may face, such as attendance and performance affected by external factors like family responsibilities.

• We navigate these challenges with compassion, offering support through transitional periods, such as delays due to identification or eligibility issues.

Our Ongoing Commitment

Core Values:

• Our cultural values of guest passion, trust, sustainable performance, spirit of conquest, innovation and respect guide our ongoing efforts to create an inclusive environment.

Cultural Program:

• The Heartist philosophy is the foundation for our inclusive hiring practices, fostering a culture of support and acceptance.

Continuous Support:

• We prioritise regular check-ins and open lines of communication with employees, ensuring they receive the support they need for both personal growth and professional success.