Inclusivity is Good For Tourism Business

Providing welcoming and inclusive experiences is a competitive advantage for tourism and hospitality providers.  It means understanding the nuances of diverse consumer needs and finding ways to accommodate those needs.

“Inclusivity is Good For Tourism Business” is a project created by Temple University’s School of Sport, Tourism and Hospitality Management (STHM), Office of Diversity, Equity and Inclusion (ODEI) in partnership with the Commonwealth of Pennsylvania, Department of Community and Economic Development (DCED) to support Executive/Management Level and Customer-Facing professionals across Pennsylvania by providing a series of workshops and trainings designed for Executive/Management level and Customer-Facing employees.

All Executive/Management Level Workshops are delivered In-Person. We will work with regions across the Commonwealth of PA to identify dates, times and locations to maximize touchpoints with potential workshop participants.

Our Customer-Facing Employees trainings will be delivered online, to accommodate flexibility in schedules and completion.

Workshops & Training

The School of Sport, Tourism and Hospitality Management (STHM), in conjunction with industry DEI thought leaders have created sessions and workshops to support inclusive decision making, strategies, tactics and implementation of inclusive and welcoming tourism and hospitality services across Pennsylvania and across industry segments!

Inclusivity & Service Excellence: Executive/Management Level

Inclusive decision-making is key to leadership in building and executing a workforce and a service culture that values, respects and delivers on the promise of a welcoming and inclusive environment. Inclusive organizational culture means intentionality in our work and our effort to bring a variety of perspectives, experiences and voices when making decisions that affect the organization and the internal and external stakeholders.  Workshops/Training will be designed to build on your strategies to foster inclusion and belonging within your organization and to embrace and execute welcoming and inclusive practices for employees, as reflected in their outward customer relations.  

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Inclusivity & Service Excellence: Customer-Facing Employees  

Delivering welcoming and inclusive service is the essence of tourism, hospitality and park and recreation services. Exceptional visitor experiences are directly related to consumer satisfaction, repeat business and overall economic impact.  Supporting front-line employees to understand their value in service excellence and building upon their toolbox with welcoming and inclusion strategies  is key. A business necessity is understanding and appreciating the diversity of our visitors and how our customer-facing staff manage and impact the experience. Workshops/Training will be designed to support the capacity building for customer-facing employees. 

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About the ODEI Director