A Personal Journey: Embracing Inclusion in Hospitality
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Richmal Maybank, Autism Employment Lead, Autism Centre of Excellence at Cambridge
My name is Richie (Richmal) Maybank, and I am proud to introduce myself as a newly appointed ambassador for Accessible Hospitality. This organisation resonates deeply with me, as it unites my two greatest passions: autism and employment, and the vital importance of accessible customer service. The hospitality industry has a unique power to shape inclusive experiences, and I am thrilled to bring my expertise to help make that vision a reality.
For over six years, I have served on the O2 Access Board, a role that has allowed me to contribute to tangible progress in accessibility. Notably, during this time, the O2 Arena achieved the prestigious Platinum Award from Attitude is Everything for its exemplary accessibility standards. These experiences have reinforced my belief in the transformative potential of inclusive practices in the workplace and customer service.
As the Autism Employment Lead at the Autism Centre of Excellence at Cambridge, I bring a specialised focus on improving employment opportunities for autistic people. My work is guided by the belief that hiring a neurodiverse workforce is not just an ethical responsibility but also, with the right adjustments, can be a powerful business strategy. Research shows that only 29% of autistic people are currently in paid employment. This is a stark reminder of the work we must do to dismantle barriers and unlock the immense potential of this underutilised community.
The Case for Accessibility: People and Profits
Accessibility and diversity in the workforce are more than buzzwords; they are proven drivers of business success. The UK’s Purple Pound, the spending power of disabled people and their families, is valued at a staggering £274 billion annually. Yet, many businesses miss out on this opportunity by failing to prioritise accessibility in both their staffing and customer experiences.
Incorporating neuro-inclusive hiring practices benefits not just employees but also customers. Studies show that diverse teams are more innovative, adaptable, and empathetic, leading to enhanced customer satisfaction and loyalty. By embracing accessibility, businesses can attract a wider customer base and improve their reputation as leaders in inclusivity.
A Vision for Inclusive Hospitality
In my dual roles as a consultant in neuro-inclusive experiences and as lead on employment at the Autism Centre of Excellence, I am committed to demonstrating the impact of an inclusive approach. The Accessible Hospitality Alliance’s mission aligns perfectly with my own: to create spaces where everyone, regardless of ability or neurotype, feels welcome and valued.
I look forward to collaborating with businesses across the hospitality industry to develop actionable strategies that benefit both their teams and their customers. By sharing insights from my professional journey and lived experience, I aim to inspire a cultural shift that prioritises accessibility and celebrates diversity.
Together, we have the power to redefine hospitality as a model of inclusion, where everyone has the opportunity to thrive, as employees, as customers, and as part of a broader community.
Join the Movement
Accessible Hospitality represents a pivotal step towards a more inclusive future. I invite you to join us in making accessibility a cornerstone of your business. Let’s work together to create environments that embrace everyone and, in doing so, build a more equitable and prosperous hospitality industry.
