Page 16 - PERFORM_MODULE_5_CONTENT

structured, and more productive workplace for all employees, allowing autistic staff to perform

to the best of their abilities and enhancing the overall quality of guest experiences.

7. Workplace structure and behaviour standards

7.a. The importance of workplace culture in Hospitality
Workplace culture in hospitality is a critical factor that shapes the daily experiences of

employees and directly impacts the service provided to guests. Culture represents the shared
values, attitudes, and behaviors that characterise how things are done within the organisation.

In a sector as dynamic and people-oriented as hospitality, cultivating a positive workplace
culture is essential not only for business success but also for creating an environment where

all employees, including autistic staff, feel respected, valued, and supported.
A strong workplace culture is based on principles such as respect, professionalism,

teamwork, responsibility, and inclusivity. It provides clear expectations for behavior, reduces
misunderstandings, and offers a framework for solving problems and managing conflicts. For

autistic employees, a positive workplace culture—where communication is structured,
expectations are clearly stated, and inclusivity is actively promoted—can make the difference

between thriving at work or feeling excluded and stressed.
One of the foundations of positive workplace culture is respectful communication.

Employees are expected to communicate politely, using clear, direct, and professional
language, whether they are dealing with guests or colleagues. In hospitality environments

where fast-paced exchanges are common, supervisors should ensure that autistic employees
are not disadvantaged by unclear, overly fast, or ambiguous instructions. Written instructions,

visual supports, or checklists can greatly assist in reinforcing communication standards and
making them accessible to all staff.

Teamwork is another vital aspect of hospitality culture. Working collaboratively with
others while respecting different working styles and abilities strengthens team dynamics and

ensures smooth service delivery. Teams should be encouraged to value the contributions of
every member, recognizing that autistic employees might bring strengths such as attention to

detail, reliability, and consistency. Providing opportunities for diverse employees to contribute
in ways that match their strengths enriches team performance and cohesion.

Maintaining professionalism in guest interactions is at the core of hospitality workplace
culture. Employees must act courteously and consistently with all guests, regardless of

circumstances. In situations of guest complaints or dissatisfaction, employees are expected to
15 | P a g e

Project Number 2023-1-IT01-KA220-VET-000152721