This text is part of the special Pleasures notebook
The hotel industry, where conformity and appearance have long been king, has been undergoing a profound transformation in recent years. All over the world, environmental, local and sustainable initiatives are multiplying, in response to the new concerns of customers and employees. But some establishments go even further, by offering new models that are more inclusive, fairer and highly inspiring. A brief tour of Quebec’s social hospitality industry.
Let’s go to Châteauguay, in Montérégie. Here, nestled in the enchanting setting of Saint-Bernard Island, on the banks of the Châteauguay River, the Manoir d’Youville resembles many other hotels, with its 114 rooms and 9 meeting rooms. However, since the arrival of its current general director five years ago, this establishment has undergone a small revolution. And this goes well beyond composting or cardboard inviting us not to put our towels in the wash to save the planet.
Think “outside the box”
“At the beginning, the owners were wondering where I wanted to go,” confides the former specialist educator who completely changed the image of the hotel. Among his achievements, we find the establishment of a vegetable garden, the annual donation of $100,000 to organizations in the region, the creation of activities open to all linked to global health, the creation of inclusive beers… And, of course, the feat of integrating neuroatypical people suffering from autism or intellectual disabilities into its staff. Not one or two, but 21 out of a total of 70 employees!
“They are fully part of our team,” confirms Mr. Côté, also president of the Compagnom Foundation, which works in mental health. They are found in all our services: the restaurant, housekeeping, cooking, dishwashing and reception. They evolve daily with us, are happy and proud to be here, and some of them even discover a vocation. I hired three outside the program, without any subsidy. »
Implementing neurodivergent staff in a hotel, however, does not come naturally. “You really have to believe it,” admits the director. It took time to set up the participant groups managed by the Manor; time, too, to adapt with his team to the needs of this particular staff, who freely chooses their assignment and is supported by specialized speakers. Two rooms have also been set up to allow employees with physical or interpersonal limitations to work in complete peace and quiet.
“We also have to accept the fact that everything is not perfect,” says the director. Mistakes or crises happen. But customers who are upset can always go and stay elsewhere. Those who come here choose us for our values. »
Sentences which contrast with the often sanitized speech of hotel managers, but which have reached their audience. The Manoir d’Youville won the 2021-2022 Hotel Establishment of the Year award from the Quebec Hotel Association. Jean-Martin Côté was also presented with a medal at the National Assembly for his commitment last October. “But I don’t do all this to get rewards,” emphasizes the manager before adding, visibly moved: if you only knew everything that brings us to the Manor, personally and collectively. I am surrounded by a magnificent team, people with good heart. And I hope our actions will be replicated elsewhere. »
EDI at its best
In addition to the Manoir d’Youville, several Quebec establishments also carry out projects with a social vocation. This is the case, for example, of the Fairmont Tremblant and the Fairmont Le Reine Elisabeth. The two establishments have partnered with the organization À pas de jardin Montréal to recruit people from neurodiversity. For its part, the Auberge des 21 offers its community workshops and courses, in addition to hiring immigrants. As for itself, the Saint-Sulpice makes donations to organizations for any refusal of housekeeping by its customers. Finally, employees of the Hôtel du Vieux-Québec will volunteer during downtime.
“All these initiatives have accelerated since the pandemic,” corroborates the CEO of the AHQ, Véronyque Tremblay. Hotel managers have become aware that in addition to having a tourist and economic impact, they could also have a social impact. We are proud of this new direction, which takes our hotel business up a notch and becomes a driving force of attraction, both for customers and staff. »
An opinion shared by Xavier Gret, CEO of the Quebec Council of Human Resources in Tourism (CQRHT). The latter is carrying out several actions to encourage the Quebec hotel sector to integrate populations under-represented in the job market into its teams. “We have formed separate committees to promote the hiring of people with disabilities, or from First Nations or who are over 60,” he explains. The CQRHT also works to recruit people in the judiciary, who can train during and after their prison sentence. He also runs a pilot project providing employment to asylum seekers awaiting their status.
“The future of our community lies in diversity and inclusiveness,” says Mr. Gret. It takes effort, that’s for sure, but I believe it allows our society to move forward without abandoning people in the process. It’s a guarantee of success for everyone.” To see the endearing smile displayed by Sylvie, one of the atypical employees of the Manoir d’Youville, or that of Mamadou Si, a Senegalese refugee who became a doorman at the Marriott Château Champlain Montreal hotel, we cannot doubt it.
This content was produced by the Special Publications team at Duty, relating to marketing. The writing of the Duty did not take part.