The partnership with SG Enable will create an industry-first inclusive playbook for Singapore, which will drive disability inclusion efforts across Ascott’s global portfolio.
SINGAPORE – 21 June 2024 —
Guest of honour Eric Chua, Senior Parliamentary Secretary for the Ministry of Culture, Community and Youth and the Ministry of Social and Family Development (back row centre), Mr Bae Siew Kim, chief financial and sustainability officer for accommodation at CapitaLand Investments (back row left), Mr Kwok Geok Boon, chief executive officer of SG Enable (back row right), Ms Judy Wee, principal consultant and founder of Levelfield Consultants (front row far left) and guests with disabilities attending the partnership launch ceremony
Ascott Limited (Ascott), the wholly-owned accommodation division of CapitaLand Investments (CLI), today signed a Memorandum of Understanding (MOU) with SG Enable, Singapore’s focal point for disability and inclusion, forging a long-term partnership to improve disability inclusion and set new standards for accessible accommodation in the hospitality industry.
The partnership, a first of its kind in Singapore’s hospitality industry, will spearhead various initiatives to deliver inclusive stay experiences through design and programming across Ascott’s properties across the country. It will also promote workforce diversity and contribute to capacity building, not just at Ascott but across the hospitality industry. For industry-wide upliftment and skill development, Ascott and SG Enable will jointly develop and deliver essential resources and disability inclusion training tailored for the hospitality industry at Ascott Centre for Excellence (ACE), Ascott’s global hospitality training centre dedicated to developing human capital in the hospitality industry. In a first for the industry in Singapore, insights gained from the joint initiative will be used to develop a comprehensive global playbook to guide disability inclusion efforts at Ascott’s properties around the world in 2025.
The signing ceremony was attended by Guest of Honour, Mr Eric Chua, Senior Parliamentary Secretary for the Ministry of Culture, Community and Youth and the Ministry of Social and Family Development. Mr Chua said, “From accessible accommodation to inclusive employment and upskilling opportunities, today’s MOU paves the way for greater inclusion and diversity in the hospitality industry. Partnerships like this between companies like Ascott and SG Enable, Singapore’s focal point for disability and inclusion, are essential to drive positive change for our communities.”
Bae Soo Kim, Chief Financial & Sustainability Officer, Accommodation, CapitaLand Investment and Managing Director, Ascott Japan & Korea, said: “After 40 incredible years in hospitality services, Ascott has embarked on a transformation journey towards ‘Infinite Good’ for our guests and employees. To create ‘Infinite Good’ as positive change-makers, we are strengthening our efforts to promote inclusivity under the Ascott CARES sustainability framework. As a leading global hospitality company headquartered in Singapore, our vision is to enhance Ascott’s culture of care and respect by fostering a more inclusive operating environment for both our guests and employees. Therefore, we are pleased to have found a like-minded partner in SG Enable to jointly establish new standards for accessibility in the hospitality sector and positively impact the future of travel. This MOU marks an important step towards our goal of expanding Ascott’s disability inclusion efforts globally.”
From left: CapitaLand Investment’s chief financial and sustainability officer for accommodation, Bae Siew Kim, senior parliamentary secretary Eric Chua and SG Enable chief executive officer Kuk Kyook Boon at the MOU signing ceremony.
“We are thrilled to embark on this groundbreaking partnership with Ascott. This collaboration marks an important milestone in our efforts to promote inclusion and accessibility for people with disabilities. This MOU is the first of its scale in the hospitality industry and we look forward to creating inclusive spaces, building inclusive capabilities and fostering a culture of respect and empowerment for all. Together, we can pave the way for an even more accessible and inclusive future for Singapore and beyond,” said Khoo Geok Boon, Chief Executive Officer of SG Enable.
Guests with disabilities’ experience at Ascott Orchard Singapore
At today’s signing ceremony, three people with disabilities and their families were also invited to stay at Ascott Orchard Singapore and share their experiences with the property’s accessibility features. The three guests said that Ascott Orchard Singapore was easy to navigate and wheelchair accessible, and that they were treated warmly by the service team, who were trained in disability management by SG Enable. For more details about their stay, please see the attached document.
Ascott Orchard Singapore, which opened in 2017, was the country’s first serviced residence to receive the Universal Design Mark Platinum certification from the Building and Construction Authority of Singapore for its ease of use. It features covered walkways that seamlessly connect with the adjacent mosque and shopping mall, and is equipped with clear and easy-to-understand signage with braille and tactile maps. Accommodation options include accessible rooms for wheelchair users and dual-keyed units for multi-generational living. All public restrooms are equipped with wheelchair accessible facilities, and the pool deck is accessible by ramp. The hotel also provides the Kipsu messaging platform to facilitate communication with guests who are hearing or visually impaired. Additionally, some of the service crew have completed SG Enable’s disability management course, with more staff expected to undergo this training by the end of the year.
Strengthening efforts towards disability inclusion
The partnership between Ascott and SG Enable will support the development and roll-out of Ascott’s disability inclusion policies, frameworks and suite of products, services and offerings in Singapore to create an inclusive and accessible accommodation experience at its local properties. Key efforts will be centered around the five pillars of the MOU: inclusive spaces, inclusive programs, inclusive digital interfaces, inclusive hiring and inclusive training.
1) Inclusive Space
Drawing inspiration from SG Enable’s “Designing Inclusive Spaces” playbook, Ascott’s design and technology specialists enhance guests’ overall experience at the property through thoughtful and intuitive design, such as installing soft padded nooks that reduce noise, an accessibility feature for those with autism or hearing impairments. In-room amenities such as touch lamps, toilet chairs and assistive technology also significantly enhance the stay experience for people with disabilities. By the end of 2024, Ascott plans to formalize plans to renovate at least one of its properties in Singapore to implement new accessibility features.
2) Comprehensive Program
Ascott’s diverse brands each have their own signature programmes to cater to guests with different demographics and preferences. As part of its pipeline plans, Ascott will curate a series of programmes to cater to the needs of people with disabilities and enrich their stay experience. The first inclusive programme is expected to be rolled out in Singapore this year.
Additionally, SG Enable will leverage its extensive partner network to provide Ascott with opportunities to advance disability inclusion, including a thought leadership platform where Ascott can share and learn from best practices in implementing disability inclusion globally, as well as volunteering opportunities to support people with disabilities for both employees and guests.
3) Comprehensive digital interface
Digital touchpoints are an integral part of the overall hospitality experience in today’s travel industry. Recognizing the importance of inclusive digital interfaces, Ascott has enhanced the design of its website, www.DiscoverASR.com, to further simplify the user experience and improve accessibility features in line with the World Wide Web Consortium’s globally recognized Web Content Accessibility Guidelines. To enable guests with disabilities to book more easily, accessibility information for Ascott properties in Singapore has been edited to be prominently displayed on property webpages and throughout the online booking process. Webpages and online booking processes for Ascott properties worldwide will similarly be enhanced to include accessibility information by the end of the year.
4) Inclusive employment
Ascott has signed the President’s Agenda Employment Pledge1, strengthening its commitment to adopting an inclusive mindset towards employees with disabilities, creating a barrier-free work environment and implementing supportive employment policies in Singapore. Plans are underway to gradually increase the number of people with disabilities employed across its Singapore properties, and to redesign job scopes and workspaces where necessary.
5) Comprehensive Training
In collaboration with SG Enable, Ascott will also co-develop a series of hospitality-specific disability inclusion training courses to be conducted at ACE, to train and equip industry leaders and professionals in Singapore. Prior to this, Ascott has already begun accessibility training for its employees. To date, approximately 50 Singapore-based employees have undergone disability awareness and management training conducted by SG Enable, and the company plans to have all employees based at Ascott’s properties in Singapore complete similar training by 2026.
Ascott Limited 2023 Sustainability Report
Ascott Limited’s 2023 Sustainability Report records inclusive progress
Ascott recently published the second edition of its annual sustainability report, detailing key achievements across each of its Ascott CARES pillars for 2023 – Community, Alliance, Respect, Environment and Supply Chain.
In the area of inclusion under the “respect” pillar, Ascott became the first major accommodation operator to partner with Accessible Accommodation, Australia’s national accessibility organisation. Over 80% of Ascott’s employees in the country have completed training to better understand and implement measures to cater for the requirements of people with disabilities. In Malaysia, Ascott redesigned its workspace to introduce visual aids and communication tools to support the work of a hearing-impaired graphic designer and facilitate smooth communication within the team.
Ascott is one of the first hospitality groups to receive GSTC Committed status from the Global Sustainable Tourism Council (GSTC) for its successful adoption of the GSTC standards, where accessibility is a key criterion. For more information on Ascott’s sustainability achievements, please see The Ascott Limited 2023 Sustainability Report, available on www.DiscoverASR.com.
Notes:
1 The President’s Challenge Genable Employment Pledge is a pledge made by organisations in Singapore to support individuals in employment and create a barrier-free work environment. For more information, visit President’s Challenge Genable Employment Pledge | For Employers (sgenable.sg).
Release ID: 89133375
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