Gendered language is all around us

13 Sep Gendered language is all around us

Posted at 16:58h in Blog by Aby Hawker

Gendered language is all around us

…and nowhere more so than in the hospitality industry.

“Welcome ladies and gentleman.”

“Sir, may I take your bags?”

“We are delighted to have you stay with us madam, let me show you to your room.”

Phrases such as these have become synonymous with good customer service. But as our society becomes more comfortable with challenging gender norms and the hospitality industry begins to welcome more and more trans and non-binary individuals through their doors, how can we ensure that they feel seen, valued and as welcome as any other guest?

This was the topic which the inimitable Chris King from Lightning Travel Recruitment Ltd and I unpicked together with the wonderful staff members at the Pan Pacific London in Liverpool Street.

Chris shared some of their first hand insights to provide context for some of the challenges gender diverse people face on a daily basis and how this translates into a hotel environment. We also shared some facts and stats, did a little mythbusting and provided some simple, super practical tips which the staff of the Pan Pacific could put into immediate effect, to take the fear out of “getting it wrong”.

Here are some key takeaways:

🌈 When welcoming your guests, introduce yourself and offer your pronouns – this opens up the conversation and allows your guest to do the same, should they choose to do so.
🌈 Use gender neutral language to avoid falling into an uncomfortable trap with your non-binary and gender non-conforming guests.
🌈 If you make a mistake DON’T PANIC, correct yourself and move on. This shows you are aware and that you care enough to do better.
🌈 Gently step in if a colleague is struggling to navigate an interaction with a gender non-conforming guest, be an ally and lead the way.

*HINT* This doesn’t just apply to the hospitality industry

It was a genuine pleasure to chat with such an engaged audience, clearly keen to provide each and every guest that uses their beautiful hotel with a five star experience, irrespective of their gender.

Now that is inclusivity in action.

A huge thanks to the Pan Pacific team for having us and especially Steven W. Drewery Anne Golden Sonia Hicks Andrea Caldelari – for making us feel so welcome.

If this sounds like a topic you would like to know more about, get in touch.