Is Tolerance the Missing Ingredient in Hospitality? Reflections on Building Inclusive Cultures in a Globalized Industry

In a world as diverse and interconnected as ours, the call for tolerance resounds louder than ever. This is particularly true in the hospitality industry, where we welcome guests, clients, and team members from every corner of the globe. The United Nations declared November 16 as the International Day for Tolerance, a reminder of the commitment that transcends borders, backgrounds, and beliefs—a day to reflect on how tolerance shapes our daily lives and professional cultures.

I’ve spent nearly 15 years in hospitality and human resources, encountering moments that redefined what it means to “accept” and “celebrate” differences. Each interaction with a new employee, guest, or partner adds to the richness of our industry. However, creating a truly inclusive culture demands more than passive acceptance—it requires us to actively build bridges through empathy, open dialogue, and conscious leadership.

The Hospitality Industry: A Stage for Diversity

In our industry, diversity is at the heart of service. When guests arrive, they bring their cultural expectations, traditions, and, yes, sometimes assumptions. For our teams, that diversity becomes the norm—interacting with people from all over the world on a daily basis. But diversity without tolerance can lead to friction rather than harmony. And that’s where leadership comes in. A favorite saying in hospitality is: “People may forget what you said, but they’ll never forget how you made them feel.”

A workplace that truly embraces tolerance doesn’t merely avoid conflicts; it prevents biases from creeping into service delivery. I’ve seen this firsthand. Imagine a scenario where an employee hesitates to serve a guest based on assumptions about their cultural background. This isn’t just about respecting differences—it’s about recognizing and correcting moments of misunderstanding. As leaders, we are called not just to notice but to act, ensuring our teams are equipped to serve everyone with openness and respect.

The Role of Emotional Labor in Tolerance

Emotional labor is an oft-overlooked aspect of tolerance, especially in the hospitality sector. Our teams do more than physical work; they engage in what we might call “emotional work”—managing personal feelings to create positive experiences for guests. This emotional labor can be taxing, and when paired with the need for tolerance, it asks even more of our people.

Creating a culture of tolerance means supporting our teams as they face situations that challenge their patience and understanding. This requires training and building psychological safety, where individuals feel free to express concerns and learn from their experiences. I recall one moment where a team member confided in me about a challenging interaction with a guest. Rather than focusing on what went wrong, we discussed how tolerance might help to manage such moments with grace and empathy.

Tolerance as a Leadership Responsibility

Ban Ki-moon once said, “Tolerance is much more than passively accepting the other. It brings obligations to act.” In hospitality, leaders must take this call to action seriously. Tolerance isn’t just a feel-good concept—it’s a business imperative. Teams need leaders who model inclusive behavior, who take the time to understand team dynamics, and who foster environments where diverse voices are not just heard but celebrated.

In my experience, a “tolerant leader” is one who understands the pressures of frontline service and recognizes that every guest or employee brings a unique story. Practicing tolerance as a leader means creating systems that make it easier for teams to act with compassion. This could be as simple as allowing time for cultural sensitivity training, providing mental health resources, or promoting employee-led diversity initiatives. The value of tolerance in leadership is in building spaces where everyone—staff and guests alike—feels respected and valued.

Final Thoughts: Building a Future of Inclusion

On this International Day for Tolerance, let’s commit to building workplaces where tolerance goes beyond theory and becomes a lived practice. Tolerance is not just an action; it’s a way of seeing the world—a way of choosing connection over division. In hospitality, it’s the secret ingredient that transforms our service from good to exceptional, enabling us to forge connections that leave lasting impressions.

So, how will we as leaders champion tolerance, ensuring that our teams and guests see it not just as a day on the calendar but as a cornerstone of our service? After all, every day can be a Day for Tolerance in our industry if we choose to make it so.

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