This report examines how the U.S. hospitality industry—plagued by extremely high turnover rates and labor shortages—can benefit from hiring individuals with intellectual and developmental disabilities (IDD) yet struggles to do so despite strong awareness of the advantages. Based on the first national survey of hospitality professionals (n=633) and a pilot training program for individuals with IDD both commissioned by the Global Down Syndrome Foundation (GLOBAL), the research identifies an “inclusion paradox”: While most managers feel confident in their ability to employ people with IDD and recognize their reliability and positive workplace impact, actual hiring lags due to perceived or actual barriers such as lack of experience, training demands, safety concerns, and the absence of clear corporate directives. High turnover further reinforces inaction, creating a cycle or the “turnover survival mode loop,” where employers are too focused on short-term staffing needs to invest in a more stable workforce. Findings from the survey and the GLOBAL pilot training program demonstrate that structured training and support can benefit both the employer and the employee whereby individuals with IDD can successfully perform hospitality roles, have a longer tenure, and provide a motivated workforce to address the chronic labor crisis in hospitality.
Inside the Report:
- The “Inclusion Paradox” in hospitality: Why hotel leaders believe in hiring people with IDD yet struggle to take action—stifled by turnover pressure, ambiguous guidelines, and a lack of top-down directives.
- Business case for inclusive hiring: How employing individuals with IDD can reduce costly turnover, improve team culture, and unlock financial incentives, yet remains underutilized across the industry.
- Proof of concept: Evidence from the GLOBAL pilot training program demonstrating successful training and job performance, alongside clear recommendations (training systems, leadership mandates, and awareness) to scale inclusive hiring.
- Action Plan: How implementing GLOBAL’s four pillars and insights from research can support the hospitality industry in turning a stated commitment to DEI into a functional reality.
This report shows how inclusive hiring is not only socially beneficial but also a strategic solution to the hospitality industry’s most persistent workforce challenges. To unlock this underutilized talent pool, we call for industry-wide action through leadership mandates and evidence-based training frameworks. By mapping roles to candidate strengths and utilizing expertly modified materials, organizations can capitalize on untapped incentives and build a more resilient, stable workforce.