This study investigates the attitudes and perceptions toward employing persons with disabilities (PWDs) in the Indian hotel industry, focusing on perspectives of senior management and frontline staff. It will also provide insights that could lead to policy changes and inclusive practices in the hospitality industry.
Through qualitative methods, including 19 semi-structured in-depth interviews with hotel employees across Delhi NCR, Goa and Bengaluru, this research uncovered the complex and varied views on integrating PWDs into the hospitality workforce.
Our investigation revealed a variety of perceptions after organising them into 18 sub-themes distributed across seven main themes. Results indicated that while senior managers often viewed PWD inclusion positively, citing benefits like enhanced loyalty and corporate social responsibility contributions, frontline staff expressed concerns about operational and service quality challenges. The findings also highlight the need for comprehensive training and support systems to integrate PWDs successfully.
This research contributes new insights into the dynamics of disability employment within a high-interaction service sector, advocating for policy changes and inclusive practices. It suggests practical measures for promoting inclusivity and diversity in hotel operations, marking a significant step forward in understanding and advancing workplace inclusivity in developing economies.
