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stay calm, listen attentively, follow established service recovery procedures, and seek

assistance from supervisors when necessary. This structured approach is particularly
important for autistic employees, who may feel overwhelmed by sudden conflict but can
respond well if clear steps and support systems are in place.

7.b. Establishing and maintaining behaviour standards
Behavior standards within hospitality organisations should be consistent, transparent,

and aligned with the company's mission and customer service goals. Employees must know
exactly what is considered acceptable and unacceptable behavior in their interactions with

guests, colleagues, and supervisors. Standards must cover key areas such as communication
etiquette, professional appearance, punctuality, cooperation in teams, customer handling, and

conflict resolution. Clear behavioral guidelines help autistic employees by minimizing
ambiguity and providing a predictable framework for workplace interactions.

Workplace culture also requires setting boundaries and ensuring a safe environment
for all employees. Bullying, harassment, discrimination, or exclusionary behaviors must not be

tolerated under any circumstances. Organisations must actively promote a zero-tolerance
stance towards such behaviors and reinforce that every employee has the right to work in an

atmosphere of dignity and respect. For autistic employees, workplace safety includes not only
protection from harassment but also adjustments to the environment to reduce sensory

overload where possible, such as offering quiet spaces or flexible break schedules.
Supervisors and managers must play an active role in modeling expected behaviors

and reinforcing workplace culture through daily actions. Recognition programs, positive
reinforcement, open communication policies, and structured feedback mechanisms contribute

to embedding behavior standards into the organisational fabric. It is equally important that
staff are trained not only on what behaviors are expected but also why these behaviors

matter—to foster pride, professionalism, and a sense of belonging across the entire team.
Finally, workplace culture is not static. It must evolve alongside the organisation’s

growth, changes in staff composition, guest expectations, and broader societal shifts toward
greater inclusion and diversity. Regular staff engagement, surveys, open-door management

policies, and periodic training on inclusivity and customer service can help maintain and
refresh the positive culture. A hospitality organisation that invests in cultivating respectful

workplace behaviors and an inclusive culture is better positioned to attract and retain talented
employees, provide outstanding guest experiences, and achieve long-term success.

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