Inclusion Training Program – World-Class Disability & Accessibility Training for Accommodation Operators

Empower your hotel, resort, apartment, cabin, or short-stay accommodation team to deliver unforgettable, truly inclusive guest experiences. Our Inclusion Training Program helps tourism businesses everywhere build confidence, skill and purpose in welcoming travellers with disability — from everyday customer service to strategic leadership decisions.

With insights drawn from our 40,000 followers- travellers with lived experience, this training delivers practical steps, clear communication skills, and real-world tools that transform how your teams support guests of all abilities.

Whether you operate in Australia, New Zealand, Bali, Asia, Europe, or beyond, this training strengthens your reputation, increases guest loyalty and unlocks new revenue through accessible guest experiences.

Why Accommodation Providers Choose Our Inclusion Training

Build Team Confidence Across Every Guest Contact Point.

Many staff hesitate to engage with guests with disability out of fear they might say or do the wrong thing — our training removes that anxiety by building confidence, understanding and practical communication skills. From front desk and housekeeping to management and marketing, your staff will understand how to welcome and support guests with:

• Physical and mobility needs
• Sensory or neurodiverse conditions
• Vision or hearing assistance requirements
• Cognitive and invisible disabilities

Master Inclusive Communication & real-world skills

Learn inclusive language and disability etiquette with practical examples of what to say — and what definitely not to say — so your guest experience feels respectful, informed and natural.

The Signature "Roll a Mile In My Shoes" Simulation

Participants take part in our signature “Roll a Mile In My Shoes” simulation — a powerful empathy-building exercise that transforms understanding into action. They’ll see your accommodation through the lens of a person with a disability in this eye-opening exercise.

Two Tailored Training Paths

For frontline and guest-support staff.

Your team will gain practical, confidence-building skills to welcome guests with a wide range of disabilities — physical, neurodiverse, vision-assisted, hearing-assisted and autistic guests. They’ll learn how each role, from housekeeping to reception to marketing, contributes to a calm, comfortable and inclusive experience.

Training includes:

• Gaining a clear grasp of diverse disability types—minus the overwhelm or technical jargon
• How to offer an inclusive and respectful welcome for all disability types
• Simple adjustments that improve guest comfort without adding workload
• Inclusive language and communication skills so staff feel confident, not anxious
• A safe space for questions — nothing is off the table
• Roll A Mile In My Shoes: a powerful on-site exercise that helps staff understand your property through the eyes of a traveller with a disability

Inclusion Training – Decision Makers

For GMs, owners, franchisees, revenue managers and senior leadership.

This course helps leaders understand the commercial, operational and cultural value of accessible tourism — and how to embed it into your business strategy.

Part One – The Why

The Business Case for Accessible Tourism (ESG & DEI)

• The business case for accessible tourism and why it should be a priority. Why people with disabilities prefer the off-season, why 30% of them also book non-accessible rooms, why they stay longer than average and how you can approach business decisions with empathy.
• What building standards miss — and what real guests actually need.
• When assistive technology helps… and when it becomes a barrier.
• How accessibility strengthens ESG and DEI commitments.
• Understanding the wide range of disability types without needing to be an expert.

Part Two – The How

• Accessibility expectations of today’s travellers
• Gaining a clear grasp of diverse disability types—minus the overwhelm or technical jargon
• How to ensure your team consistently delivers an inclusive welcome.
• Product investment guidance across the four tiers of Accessible Accommodation’s Accessible Tourism Accreditation program for maximum occupancy impact.
• Recommended products that create effortless, confidence-inspiring guest experiences
• Self-audit tips to identify gaps and opportunities.
• How some government funding pathways can support accommodation stays.
• Marketing strategies that attract guests seeking accessible stays.
• Understanding the unique travel seasons and booking patterns of travellers with disability.
• Setting or strengthening your ESG or Diversity, Equity & Inclusion plan.
• Roll A Mile in My Shoes Exercise - a hands-on, eye-opening experience where your leadership team navigates your property as a person with disability would, revealing insights that drive meaningful improvement.

This path empowers leaders to embed accessibility into company culture and long-term strategy.

What You’ll Achieve:

• Improved guest satisfaction, loyalty and reputation
• Competitive edge in a growing, globally accessible tourism market
• Confident teams equipped with practical accessibility know-how
• Inclusive service that welcomes travellers of all abilities
• Recognition as a business that delivers exceptional experiences for all

Who This Training Is For

Perfect for:

• Hotels
• Resorts
• Serviced apartments
• Short-stay rentals
• Cabins and lodges
• Holiday parks
• Boutique stays

Join Leading Brands Who’ve Completed Our Training

Top operators trust us to deliver inclusion training that makes a difference — from boosting morale to improving operational confidence and brand reputation. In-person courses are tailored to your brand demographic.

Client Success Stories & Testimonials

Kerry tailored a half-day workshop for tourism businesses in our region to help them better understand accessibility and ways that they can provide a better experience for customers with disabilities. She was professional, thorough and gave practical tips on things that can be done to improve the guest experience for all. The session provided an open dialogue and safe space for questions, of which there were many.

We received many follow up emails and calls from businesses that attended thanking us and Kerry for the learning opportunity, and several businesses have already made changes to their procedures. These include running accessibility training for staff, changes to information published on their websites, and physical changes to make significant improvements to the accessibility of their venues.

           Jo Birley – Great Ocean Road Tourism

Kerry’s ability to combine strategic thinking with hands on approach has been instrumental in helping us realise our goals and set a new standard for accessible hospitality. Her passion, expertise and dedication continue to inspire, and we are proud to have partnered with her on this transformative journey.

           Anthea Dimitrakopoulos – The Ascott Limited

Kerry offers terrific insight and lived experience of accessible tourism. She is an engaging expert in the field of accessible accommodation and strategies to create inclusive experiences for visitors.

           Dani Tyrrell – Victorian Government Department of Jobs, Skills, Industry and Regions

“Thank you for prompting this experience; it was an excellent learning tool for the whole team. We have already made a few adjustments to our procedures due to the training.”

           Andrew Wallace - Quest St Kilda Road

Grow Your Accessibility Expertise Globally

We deliver training in person (and online, coming in February 2026) and tailor it to your brand and location — from Australia, New Zealand, Asia, Europe, and beyond. The training can be delivered in-person or online. Request a consultation today and start transforming your guest experience.