Venues With An Inclusive Approach To Hospitality Will Have Better Innings

7th February 2024

Getting diversity, equity and inclusion right leads to better customer experience and increased visitor numbers.

The International Longevity Centre (ILC), the UK's leading authority on demographic change, has launched an inspiring short film sharing best practice in hospitality.

The film forms part of the ILC Retail Impact project, demonstrating how considering and responding to customers' different needs throughout their lives creates inclusive and welcoming venues and makes business sense.

The film features Lord's, ‘the Home of Cricket’, and the many initiatives it has undertaken to welcome visitors across all age groups including people with diverse support and access needs.

Ailsa Forbes, Retail Impact Fellow, International Longevity Centre said, "Marylebone Cricket Club has gone to great lengths to ensure it both understands and can meet the needs of everyone who loves cricket and welcome them to Lord’s. It has invested in infrastructure as well as staff training so that stewards can provide exemplary tailored support to all visitors.

"This really matters. 75% of disabled people have decided against using a UK business because of poor service or accessibility. It’s important that sports and cultural venues, as well as other leisure and retail spaces, step up and review how they can be more welcoming to customers with a diverse range of needs.

"We hope this film serves as an inspiration. Our accompanying healthy retail guides have advice and guidance on actions that businesses can take to be more accessible. Any investment in improvements is worthwhile as customers will return time and again to venues and spaces where they feel comfortable and well looked after."

Stuart Dunlop, Sustainability and Accessibility Manager, Marylebone Cricket Club said: “Lord’s is a Ground for all, and we have a duty to cater to everyone that visits the Ground.

“Many of our spectators and Members have watched cricket at Lord’s throughout their lives, and at MCC we strive to ensure that anyone who attends the Ground has a world-class experience, regardless of age and access requirements."