Accessible Hospitality Alliance’s purpose is simple: a hospitality world that welcomes everyone. Turning that purpose into everyday practice requires people within hospitality businesses who are prepared to lead, question, listen and make accessibility visible. Access Champions do exactly that.
At Kimpton Fitzroy London, Security Manager Kofi Jeffers brings accessibility into areas including safety, emergency planning and day-to-day hotel operations, demonstrating how leadership can make accessibility an integrated part of how a business thinks and works rather than something considered separately.
Journey
How did your career in hospitality begin, and what experiences or people have inspired you along the way?
“My hospitality career began just over 10 years ago, doing security for a small boutique hotel before it had even opened, it was still bricks and dust. I got to know the owner and General Manager well, and when the hotel opened they offered me a job as a doorman. I have loved the journey ever since.”
Role
Tell us a little about your role as Security Manager at Kimpton Fitzroy London. What do you find most rewarding about your work, your team and the opportunity to make a difference?
“As Security Manager at Kimpton Fitzroy London, I am responsible for the safety and security of our guests and colleagues. My role covers everything from daily security operations and incident response to fire safety, emergency planning, investigations and compliance.
“What I find most rewarding is knowing that our work allows others to enjoy important moments safely. A hotel may be someone’s escape from reality, a once-in-a-lifetime experience, an important business meeting or an event that has taken a year to organise. None of those moments can be truly successful without safety and security at their foundation.
“I am also incredibly proud of my team. Security is a 24-hour operation, and success depends on everyone working together, communicating clearly and taking responsibility. Seeing my team grow, respond confidently and make a genuine difference to someone’s experience is one of the most rewarding parts of my role.”
Motivation
What inspired you to become an Access Champion, and what does championing accessibility mean to you personally?
“I became an Access Champion because safety, accessibility and inclusion should never be treated as separate priorities. A guest or colleague should not feel less safe, less welcome or less valued because they have different access requirements.
“Working in security has taught me that plans and procedures must work for everyone, particularly during an emergency. Championing accessibility means looking beyond minimum compliance and considering the real experience of the individual. For me, it is about listening, removing barriers and protecting people’s dignity, independence and confidence.”
Leadership
How do you bring accessibility into your day-to-day role, and how do you use your influence as an Access Champion to encourage others to consider it? What opportunities and challenges have you encountered?
“I bring accessibility into my daily role by considering it within risk assessments, emergency procedures, evacuation planning, training and the way my team communicates with guests and colleagues.
“I encourage my team to avoid assumptions and to understand that not every disability or access requirement is visible. Good security is not about applying exactly the same response to everyone, it is about providing an appropriate and respectful response that allows everyone to feel safe and supported.
“One opportunity has been bringing accessibility into wider operational conversations, rather than treating it as the responsibility of one department. The challenge is that we work in a large, historic building where physical limitations can be difficult to resolve immediately. Operational pressures can also mean accessibility is considered too late. My role is to keep it visible, encourage early planning and help identify practical alternatives.”
Impact
Looking back on your time as an Access Champion, what are you most proud of? Is there an initiative, change or particular moment that stands out as having made a meaningful difference to a guest or colleague?
“I am particularly proud that accessibility is becoming a more consistent part of our safety and operational planning.
“One example was helping to establish an alternative accessible route when a stairlift was temporarily unavailable. Rather than simply advising that the lift was out of service, we immediately considered how guests would enter the hotel, how the alternative route would be communicated and where staff support would be required.
“We also reviewed our wheelchair provision and the need for regular checks to ensure equipment is available and fit for purpose whenever someone needs it.
“I was also proud to help host an Access Champions Collective meeting at Kimpton Fitzroy London. Bringing fellow Access Champions together to share experiences and ideas reinforced that meaningful improvement comes through collaboration.
“These may appear to be small operational changes, but to the person affected they can determine whether they feel considered, confident and genuinely welcome.”
Inspiration
What would you say to someone considering becoming an Access Champion, or to anyone who would like to play a greater role in creating a more accessible hospitality workplace?
“I would encourage anyone considering becoming an Access Champion to do it. You do not need to have all the answers. You need to be willing to listen, learn and speak up when something could be more inclusive.
“Start by looking at your workplace from another person’s perspective. Ask whether they can enter independently, understand the information provided, participate fully and leave safely during an emergency. Most importantly, include people with lived experience in the conversation rather than making assumptions about what they need.
“Small changes can make a significant difference. When enough people take responsibility for identifying and removing barriers, accessibility becomes part of the culture rather than an afterthought.”