Creating Memorable Experiences For Attendees

Just because I can’t eat, doesn’t mean I dont want to be included. The festive period is around the corner, and it can be one of the most difficult times living with a feeding tube, as even more so than it usual, talk and gatherings of food heighten. So how do we promote inclusion for everyone around the table? 1. Access to facilities and private spaces: always provide access to a private space for somebody to disconnect or connect their tubes, which is clean and private and bathrooms with sanitatary bins. 2. Respectful curiosity and judgement free: never judge, stare, ask intrusive questions to anybody who may not be eating, eating something different, or has different food habits. Any questions should be asked respectfully and with the intent of inclusion not embarrassment. 3. Ask before laying a place at the table: some people like to have a place laid for them even if they are not eating, others do not. Some people will bring their own implements and food so always ask in advance what makes that person feel most comfortable. 4. Shift focus away from food and drink: ensure that games, conversations and activities are not just focused around the food and drink to be inclusive of fun for everyone. Where food is a central part of something, think of providing alternatives such as a table activities. 5. Ask about food and drink in advance: ask someone’s preferences about what they need well in advance to avoid making anyone feel uncomfortable for declining or not being able to join in. Remember most people with feeding tubes can still eat but usually specific or small amounts. 6. Welcome those bringing their own food: feeding tube users often have safe foods which don’t upset their stomachs, or a strict diet they must adhere to, so always welcome people brining their own food with them. 7. Respect allergies and triggers: always ask someone’s dietary requirements in advance, and take strict care with cross-contamination. Also be conscious of certain foods which might be triggering. 8. Reserve space at the end of the table/exit: if set places try and place someone with a tube at the end of the table or near facilities so they feel more able to get and down from the table. 9. Don’t forget our invite to events: just because we might not participate in the same way, doesn’t mean we don’t want to be included! #Disability #Disabled #FeedingTube #Food #Christmas Image description: The image is a black square graphic, across the top in white and bold writing it reads ‘How to: feeding tubes, inclusion at the table’. In the top right hand corner is a picture of Celia and Jamie, Jamie has a cream cake in his hand in front of Celia, she is leaning down with wide eyes to smell it. Underneath are nine yellow, pink and blue coloured boxes with heading text and little descriptive symbols using the headings from the points of this written text above. In the bottom right hand corner is the Disabled By Society logo in pink and white.

Over the years, I've learned that true hospitality entails not just delectable food and a lovely setting, but also consistency, personalization, and attention to detail. From the time a guest arrives until they leave, every interaction counts. Whether you're new to the hospitality industry or creating your own concept, here is my ultimate checklist for creating a memorable guest experience: ✔️ First impressions set the tone The moment a guest walks through your doors is the moment their experience begins. Make it count. Make sure to greet them with a smile, eye contact, and enthusiasm that embodies the character of your venue. Within the first few seconds, people remember how you made them feel. ✔️ Anticipate needs before they ask Good service turns into great service at this point. Is your visitor running low on water? Between courses, has the table been waiting too long? Does a frequent visitor have a preferred seat or dish? Teach your staff to watch and respond before a request is made. Proactive service fosters loyalty and demonstrates concern. ✔️ Perfect the little details Often, the smallest things have the greatest effects. Consider how the lighting changes from day to night, how a napkin is folded, or how the music enhances the atmosphere. A unified, unforgettable atmosphere is produced by these details. Every location is created with the intention of telling a story, and the details are what make the tale come to life. ✔️ A strong team = exceptional service Without an empowered, well-trained, and mission-aligned staff, no venue can succeed. Being a host is a team sport. Make an investment in your people. Celebrate your victories. Openly discuss difficulties. Above all, establish a culture in which each team member takes ownership of the visitor experience because their concern is evident. ✔️ Tech should enhance, not replace hospitality Use technology to make things smoother, not colder. Digital tools and AI can help personalize menus, expedite reservations, and increase operational efficiency, but nothing can replace the human touch. Instead of reducing interaction, use technology to free up more time for your team to spend with guests. ✔️ Guests don’t just choose food, they embrace experiences We are now in the experience business rather than the food industry. People go out to experience celebration, comfort, connection, and excitement. Create moments that transcend the plate by planning your areas, your service, and your narrative. That's what makes a new visitor become a devoted regular. A successful F&B venue is about how you make people feel, not just what's on the menu. That’s the heart of hospitality. What do you think? What else would you include on this list? I would be interested in hearing your viewpoint. #HospitalityExcellence #CustomerExperience #HospitalityChecklist #7Management

Planning a holiday party isn’t just about picking out decorations or sending fancy invitations. It’s about ensuring every employee, including those with disabilities, can participate comfortably and enjoy the celebration. From making sure invitations are accessible to creating truly optional events, there are simple but impactful ways to make everyone feel included. When we don’t think through digital and physical accessibility, we unintentionally exclude people before the event even begins. Ever received an invitation that’s a fancy PDF? Imagine trying to navigate that with a screen reader. Or think about how flashing lights can turn a festive environment into a risk for people with epilepsy. Want to create a holiday party that celebrates everyone? Consider adding a quiet zone, keeping decorations sensory-friendly, and checking that your venue layout supports mobility needs. And remember, “optional” should actually mean optional, without career implications or social pressure. Let’s commit to making this holiday season inclusive. Check out the article for actionable steps to ensure your holiday gatherings are accessible for all. #Inclusion #Accessibility #HolidayParty #CorporateCulture #DiversityandInclusion https://lnkd.in/e2RQkD-Y

Neurodiversity 101: How to host neuroinclusive meetings/conferences Creating neuroinclusive environments in workplace meetings can significantly improve engagement and productivity, especially for those with neurodivergent traits. Here are some practical tips on how to make your meetings more accessible and comfortable for all participants. Alternative feedback methods Not everyone is comfortable with handwriting feedback due to difficulties such as dysgraphia. Offer alternatives like setting up a camera for verbal feedback or using digital tools like voice-to-text applications. This ensures that everyone has the opportunity to contribute in a way that suits them best. Could you use Post-IT for some....different ways on offer... Polling on phones? Warm up a cold room! Start meetings with some warm-up time to help attendees settle in if they are new to the event/place/meeting. Plan for regular breaks and be flexible with how time is spent to accommodate different needs. This flexibility can help maintain focus and reduce stress for those who might feel overwhelmed by long, uninterrupted sessions. Does every meeting need to be 60 minutes? Who needs to be 'in the room' and who could be attending just as well virtually? Who doesn't need to be there at all! Consider the environment Pay attention to the lighting, temperature, and surrounding noises in your meeting space. Adjustments in these areas can help prevent sensory overload and create a comfortable environment for all attendees. Accessibility of materials Provide transcripts of talks and make recordings available to attendees. For presentations that include a lot of information, avoid asking for immediate decisions. Instead, provide a written version of the details and allow time for consideration. This helps attendees process information at their own pace and contribute more effectively. Thoughtful seating arrangements Keep seats at the end of rows in conferences free so that attendees can easily get up and move without disruption. Also, consider arranging some seating around the edges of the room for those who are uncomfortable with movement behind them. Structured discussions In group discussions, keep the groups small and give everyone time to express their opinions without interruptions or unsolicited questions. This structure helps to ensure that all voices are heard and valued. Encouraging feedback post-event after a conference or training event Recognise that some individuals may feel uncomfortable voicing their ideas or questions during the event. Encourage feedback after the meeting via different channels, allowing for more thoughtful and inclusive participation. What else do you suggest?

When planning events, be transparent about inaccessibility. What do I mean? In your pre-event communications, plainly share any known accessibility gaps so attendees can plan (maybe by bringing a companion or equipment). Some disabled folks might even decide not to attend your event, and this helps us save our limited energy and time. Examples of event accessibility gaps: - Steps / no ramp - No captions or a lack of captions for certain aspects of the event such as breakout rooms - A loud space without a quiet area - Flashing lights - Low and non-adjustable lighting - A caterer that cannot adequately adjust to certain dietary restrictions or allergies - Automatic captions instead of human CART captioners Honesty shows respect and accountability. Obviously, the best-case scenario is to design a truly accessible event, but accessibility is a journey and sometimes barriers are present. Does this resonate? What are other examples of possible accessibility gaps? P.S. I'm adding a new training to my offerings about event accessibility. The official announcement is coming soon but just wanted to give you the inside scoop! #EventPlanning #Accessibility #Disability

Making the right choices when event planning can be the difference between being inclusive or not. Here are five simple, free choices you can make that can help… Choose to tell people your food options in advance. This helps people plan around allergies, dietary requirements, cultural needs, or just personal preference without stress on the day. It also avoids people having to ask awkward questions or go without food altogether. When people know what to expect, they can focus on the event rather than whether they’ll be able to eat. (Nothing strikes more fear in my heart than someone saying “that looks like something chicken-ey”) Choose to send an attendee list in advance, to everyone attending. This gives people a chance to prepare socially, which can make a huge difference for neurodivergent attendees or anyone who finds networking difficult. It also helps people identify who they want to speak to and reduces the pressure of walking into a room full of unknowns. For some, that preparation is what makes attending feel possible in the first place. Choose to send all presentations in advance, or use QR download codes on the day. This allows people to access content in a way that works for them - whether that’s using screen readers, adjusting formatting, or simply reading ahead. It also takes pressure off needing to process everything in real time, which isn’t accessible for everyone. Having materials to refer back to improves understanding and inclusion for all attendees. Choose to stick to your meeting agendas and don’t sacrifice lunch or break times for over running sessions. Breaks aren’t a luxury - they’re essential for energy, focus, and wellbeing. Skipping them disproportionately impacts disabled people, parents, and anyone managing health needs or fatigue. Keeping to time shows respect for people’s needs and helps everyone engage more fully throughout the day. Choose to make using microphones mandatory, not optional, and don’t let speakers speak without them. Not everyone can hear clearly, even in smaller rooms, and relying on volume alone excludes people. Microphones also support those using hearing aids, live captions, or recordings. Making this a firm rule removes awkwardness and ensures consistent access for everyone in the room. Spoiler, even if you think you have a loud enough voice, you don’t. Any others you’d add?

The most memorable part of a hotel stay is rarely written in a review. The Invisible Guest Experience Not everything that shapes a guest’s stay gets spoken aloud. In fact, the most important parts are often never said at all. It’s the warmth in a greeting after a long journey. The tone of voice when we say, “Of course, I’ll take care of it.” The confidence of an associate who knows their job. The feeling of being seen, not just served. Guests may forget the room layout. But they’ll always remember how we made them feel. That moment when everything “just works.” That quiet joy when their need is anticipated without being asked. This invisible experience is what builds loyalty, brand love, and repeat business. Yes, SOPs and products matter. But it’s the human connection that makes hospitality unforgettable. Hospitality is — and always will be — a human-touch business, even in the age of AI. #GuestExperience #ServiceExcellence #HospitalityLeadership #EmotionalIntelligence #HotelOperations #ServiceCulture #LeadershipInHospitality

Running a conference in the future - please read this. After attending several conferences and events in the last 12 months, I have found myself exhausted and needing a lot of rest afterwards. I have come to realise these spaces are not neuro-inclusive, so I thought I would share some recommendations. 1. Make sensory-safe spaces the norm Not everyone thrives under fluorescent lights or in bustling networking zones. Provide low-stimulation rooms where people can decompress and reset. 2. Build in buffer time Back-to-back sessions can be dysregulating. Create breathing space in the schedule, longer breaks, pauses between sessions, and asynchronous options to allow rest and reflection. 3. Prioritise layout and flow. Overcrowded booths and noisy foyers are inaccessible for many. Offer seating, create pathways with space, and avoid bottlenecks. 4. Offer multiple communication modes. Not everyone processes information the same way. Use visual timetables, captioned content, quiet Q&A formats, and clear signage to support diverse needs. 5. Ask - and respond. Seek feedback from neurodivergent attendees before and after your event. Implement what you learn. Neuroinclusion isn’t a checklist, it’s a commitment to ongoing learning. If you are interested to learn more about creating neuroinclusion spaces... read my latest Substack: https://lnkd.in/gpFhaMCk #neurodivergent #neuroinclusive #conference

𝗥𝗲𝘁𝗵𝗶𝗻𝗸𝗶𝗻𝗴 𝗘𝘃𝗲𝗻𝘁 𝗙𝗼𝗿𝗺𝗮𝘁𝘀: 𝗪𝗵𝘆 𝗜𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗠𝗮𝘁𝘁𝗲𝗿𝘀 𝗠𝗼𝗿𝗲 𝗧𝗵𝗮𝗻 𝗘𝘃𝗲𝗿 After managing more than 50 tech events of different scales, one observation has become consistently clear: people no longer attend events, especially in person, just to listen. They attend to interact. In an era where most talks can be watched on demand, long monotone speeches or tightly controlled panels with no room for questions struggle to justify physical attendance. According to multiple event industry studies, audience attention drops significantly after 10 to 15 minutes of uninterrupted speaking, and more than 70 percent of event attendees cite interaction and networking as their primary reason for showing up in person. Yet, paradoxically, Q and A sessions remain one of the hardest parts to manage. Live microphones, time pressure, off topic questions, and unequal participation can quickly derail an agenda. Still, removing Q and A altogether is not the solution. Tools like Slido or Kahoot have proven to be effective compromises. They allow participants to ask questions asynchronously, vote on what matters most to the room, and help moderators prioritize relevance over spontaneity. In practice, this often leads to better questions, broader participation, and more focused discussions. Another key point worth reconsidering is that events should maximize impact for attendees, not only visibility for organizers or speakers. When formats are designed primarily around stage time rather than audience value, engagement drops, both during the event and afterward. This is not a call for radical change, but for thoughtful adjustment. Shorter, sharper interventions. Built in interaction moments. Structured, tech enabled Q and A. Formats that respect why people actually show up. 𝗧𝗵𝗲 𝗺𝗼𝘀𝘁 𝘀𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹 𝗲𝘃𝗲𝗻𝘁𝘀 𝘁𝗼𝗱𝗮𝘆 𝗮𝗿𝗲 𝗻𝗼𝘁 𝘁𝗵𝗲 𝗼𝗻𝗲𝘀 𝘁𝗵𝗮𝘁 𝘁𝗮𝗹𝗸 𝘁𝗵𝗲 𝗺𝗼𝘀𝘁, 𝗯𝘂𝘁 𝘁𝗵𝗲 𝗼𝗻𝗲𝘀 𝘁𝗵𝗮𝘁 𝗹𝗶𝘀𝘁𝗲𝗻 𝗯𝗲𝘁𝘁𝗲𝗿. #events #tech #ai #impacr #community

Most hotels obsess over the guest experience… but they ignore the people who make it possible. We often talk about "delighting the guest," crafting memorable moments, and delivering flawless service. But the truth is, the magic starts long before a guest even arrives. It begins with the people who bring that experience to life every day....your team. I’ve observed it countless times: a staff member who feels seen, valued, and supported naturally radiates warmth. Their energy is contagious. It’s reflected in every smile, every interaction, every detail that a guest notices.....often unconsciously. Conversely, if your team feels uncertain, overburdened, or disconnected, no amount of training or SOPs can fully compensate. The tension subtly translates into the experience. Guests may not notice why something feels off, but they feel it nonetheless. That’s why leadership in hospitality and in any people focused industry.....cannot be only operational. It must be emotional, relational, and human-first. It’s about creating psychological safety, offering clarity in times of change, and giving your team the tools and confidence to excel without fear. The staff experience isn’t just about perks or recognition (though those matter). It’s about trust, empowerment, and alignment. When people know their contributions matter, when they feel emotionally secure, they don’t just perform.....they lead from their station, anticipating needs, solving problems, and elevating the guest experience naturally. I often reflect on this when supporting teams during transitions. Even small gestures.....an honest conversation, listening without judgment, acknowledging effort....ripple outward into tangible guest delight. The best organizations I’ve seen treat their staff experience as an investment in the guest journey, not a separate initiative. When leaders prioritize care for their people, excellence follows. It’s a simple principle, but one that’s too often overlooked. So, the next time we strategize for guest satisfaction, let’s ask ourselves: Are we truly investing in the people who make it possible? Because the guest experience is only as strong as the staff experience behind it.