Global Certificate in Inclusive Customer Experience in Hospitality

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Understanding Inclusive Customer Experience: This unit will cover the basics of inclusive customer experience and its importance in the hospitality industry. It will introduce students to the key concepts and principles of inclusive design and how it can be applied to customer experience. •
Accessibility in Hospitality: This unit will focus on the specific needs of customers with disabilities and how hospitality businesses can ensure their properties, services, and amenities are accessible. It will cover topics such as physical accessibility, communication accessibility, and service animal accommodations. •
Cultural Competence in Customer Service: This unit will explore the importance of cultural competence in providing inclusive customer service. It will cover topics such as cultural awareness, cultural sensitivity, and cultural humility. •
Gender Identity and Expression: This unit will focus on the needs and experiences of customers who are transgender or gender non-conforming. It will cover topics such as preferred pronouns, gender-neutral language, and creating safe and welcoming spaces for all gender identities. •
LGBTQ+ Inclusivity: This unit will explore the unique needs and experiences of customers who identify as lesbian, gay, bisexual, transgender, queer, or questioning. It will cover topics such as LGBTQ+ history and culture, preferred language and terminology, and creating welcoming and inclusive environments. •
Inclusive Marketing and Communication: This unit will cover the importance of inclusive marketing and communication in reaching and serving a diverse customer base. It will explore topics such as inclusive language, imagery, and messaging, as well as strategies for reaching and engaging with underrepresented communities. •
Accessibility Standards and Regulations: This unit will provide an overview of accessibility standards and regulations that apply to the hospitality industry. It will cover topics such as the Americans with Disabilities Act (ADA), Section 508 of the Rehabilitation Act, and international accessibility standards. •
Inclusive Hiring and Training: This unit will focus on the importance of inclusive hiring and training practices in creating an inclusive customer experience. It will cover topics such as diversity and inclusion training, hiring for cultural competence, and creating an inclusive workplace culture. •