How position level, hotel classification and brand category affect attitudes toward disabled colleagues

Abstract

Purpose: Due to the global labor shortage, the labor-heavy and high turnover hospitality industry is now recruiting from nontraditional sources. This study aims to investigate the views of people in the hotel industry to better understand how people with disabilities can obtain jobs in the hotel industry and how they are treated. Design/methodology/approach: The study used a constructivist approach to grounded theory. Interviews were conducted with senior managers, middle managers and line-level employees at both internationally branded and locally branded hotels and who worked at upscale and midscale hotels to tell their perspectives about recruiting and working with people with disabilities. Findings: Senior managers showed positive attitudes toward hiring people with disabilities but lacked pragmatic considerations about their integration into teams. Middle managers were the most hesitant, primarily due to practical concerns about accommodating their workplace needs. Line-level staff at midscale hotels were more open to working with colleagues with disabilities compared to those at high-end properties. Originality/value: Limited research has been conducted on the broad perspectives regarding workers with disabilities in the hospitality industry. The study reveals not only the impact of managerial level on managers’ perspectives, but also how hotel class influenced the views of the coworkers and potential coworkers of people with disabilities. These distinctions not only help to advance our theoretical understanding of careers and hospitality labor markets but also inform operators on how to best integrate and recruit people with disabilities.