How can you recognize and overcome unconscious bias in your hospitality service?

1 Identify your own biases

The first step to overcoming unconscious bias is to acknowledge that you have them. Everyone has some biases, whether they are aware of them or not. You can use online tools, such as the Implicit Association Test, to measure your implicit attitudes towards different groups of people. You can also reflect on your own experiences, beliefs, and values, and how they might influence your perceptions of others. Be honest and open-minded with yourself, and don't feel guilty or defensive about your biases. Instead, use them as an opportunity to learn and grow.

3 Embrace diversity

The third step to overcoming unconscious bias is to embrace diversity and appreciate its benefits for your hospitality service. Diversity is the variety of characteristics and perspectives that people bring to your workplace and your customers. Diversity can enhance your creativity, innovation, problem-solving, and customer loyalty. To embrace diversity, you can celebrate and respect the differences among your colleagues and customers, and learn from their cultures, traditions, and preferences. You can also seek feedback and input from diverse voices, and include them in your decision-making and service delivery.

4 Educate yourself and others

The fourth step to overcoming unconscious bias is to educate yourself and others about the importance and impact of unconscious bias in your hospitality service. Unconscious bias can have negative consequences for your customers, such as lower satisfaction, loyalty, and retention. It can also affect your colleagues, such as lower morale, productivity, and collaboration. To educate yourself and others, you can participate in training sessions, workshops, or webinars that teach you how to recognize and reduce unconscious bias. You can also share your knowledge and insights with your peers and managers, and encourage a culture of learning and improvement.

5 Monitor and adjust your behavior

The fifth step to overcoming unconscious bias is to monitor and adjust your behavior according to the best practices of hospitality service. Your behavior is the expression of your attitudes and beliefs, and it can influence how your customers and colleagues perceive you and your service. To monitor and adjust your behavior, you can set goals and standards for yourself, such as using inclusive language, showing empathy and respect, and providing personalized and attentive service. You can also ask for feedback and evaluation from your customers and colleagues, and use it to improve your performance and skills.

6 Seek support and accountability

The sixth and final step to overcoming unconscious bias is to seek support and accountability from your colleagues, managers, and mentors. Overcoming unconscious bias is not a one-time event, but a continuous process that requires commitment and effort. You can seek support and accountability from others who share your goals and values, and who can help you overcome your challenges and celebrate your achievements. You can also join or create networks, groups, or communities that promote diversity and inclusion in your hospitality service, and that provide you with resources, guidance, and inspiration.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?