This Podcast is Sponsored by Leonardo Hotels UK & Ireland

https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests:

1. Rosie Radwell – Managing Director & Owner, Marsham Court Hotel
2. Valentina Calanche – Neuroinclusion Lead, Fair Shot
3. Raya White – DEIB Lead, Institute of Hospitality
4. Anne Moorcroft – Chairman, The Café Project
5. Lee Whalley – Head of Operations, The Crumbs Project

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Supporting Neurodiversity & Learning Disabilities in Hospitality, Without Compromising Excellence

Recorded live in front of 600 students at Passion for Hospitality 2025 at the Novotel London Hammersmith, this special episode explores one powerful question:

How do we better include people with learning disabilities and neurodiversity in hospitality while still delivering top-class service?

From practical adaptations and job carving to leadership mindset shifts and redefining what “excellent service” really means, this conversation moves beyond theory and into real, lived experience from operators and charities making it happen every day.

In this episode, we discuss:

1. The difference between diversity and true inclusion
2. Why belonging is the foundation of great hospitality
3. How inclusion strengthens, not compromises, service standards
4. Simplifying processes without lowering expectations
5. The power of job carving and designing roles around strengths
6. Clear communication and leadership as the cornerstone of inclusion
7. Why small changes (colour coding, signage, task breakdowns) make a big impact
8. Supporting disclosure and creating psychologically safe workplaces
9. Moving beyond the idea of inclusion as “charity”, and recognising it as good business
10. The commercial impact of inclusive service on guest loyalty
11. Why hospitality’s communication skills are so often underestimated
12. Future-proofing the industry by embracing neurodiversity

Our Guests

Rosie Radwell:

Rosie leads one of the UK’s most accessible hotels and believes inclusion must be woven into the culture from the top down. For her, belonging is the biggest word in hospitality.

Valentina Calanche:

At Fair Shot, Valentina trains young adults with learning disabilities in a live café environment and supports businesses to employ them. She sees inclusion not as complex, but as intentional and achievable.

Raya White:

As DEIB Lead at the IOH, Raya champions inclusion as a driver of culture and performance. For her, true inclusion means every voice matters and everyone has the opportunity to contribute.

Anne Moorcroft:

Anne works directly with trainees with learning disabilities, helping them gain confidence and work placements. She sees daily how purpose transforms lives, and teams.

Lee Whalley:

At The Crumbs Project, Lee trains adults in hospitality skills for employment and independent living. His view: inclusion future-proofs the industry and strengthens leadership across the board.

Outstanding Quotes from the Episode

1. “Diversity is being invited to the party. Inclusion is being asked to dance” – Verna Myers (quoted by Phil)
2. “Belonging is the biggest word in this” – Rosie Radwell
3. “It’s not rocket science. Sometimes we just overcomplicate things” – Valentina Calanche
4. “Professional clarity benefits everyone, not just neurodiverse individuals” – Lee Whaley
5. “Stop looking at it as charity. It’s just good business” – Raya White
6. “Everyone deserves a chance and they bring so much joy to a team” – Anne Moorcroft
7. “One in five people in the UK are disabled. We need to future-proof ourselves” – Lee Whaley

Join the Conversation

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: https://www.instituteofhospitality.org/

For any feedback on the show, to put forward a topic or to put yourself forward as a guest, please reach out to [email protected]