To coincide with World Pride 2023, taking place in Sydney from February 17 – March 5, HM’s Pride at Work series is celebrating LGBTQIA+ workers in the hotel industry and shining a spotlight on inclusivity in both the employee and guest experience.
In this first instalment, InterContinental Sydney Account Director – Corporate, Fei Chen, shares her experience of an open and inclusive work environment in which she met her wife, and offers ways that the industry can be more supportive of LGBTQIA+ employees and guests.
Do you think the accommodation industry is generally inclusive and accepting of the LGBTQIA+ community?
I’ve been working in the hospitality industry for 13 years now, moving from Starwood, to Marriott, to Accor and now to IHG. I met my wife when I was working in a Starwood hotel, 11 years ago, when we were young and still figuring things out, and I feel we were so lucky to have been in such an open environment that our relationship developed naturally without any stigma or judgement. I have since moved between hotel chains, and along that journey we have never felt that being gay was “a thing” – never any awkwardness when I mention my wife, and genuine, respectful curiosity when I mention that we have kids. This can only happen when being inclusive is the dominant culture in the industry and everyone is supported to love how they love. Our industry puts so much energy into making the workplaces inclusive, and we have personal felt the impact of that culture. Work takes up so much time in our lives, and our family has always been welcomed in every team I’ve been in. In fact, our kids even call my workmates “uncle” and “auntie” – they love it.
Are there any ways you think the industry can improve in terms of being more welcoming and inclusive of LGBTQIA+ employees and/or guests?
If the industry could do one thing, it would be to give every individual – employees and guests – the opportunity to choose how they want to be addressed. Imagine a world where you check in to a hotel, and you are greeted with, “Good morning. How would you like us to address you during your stay?” A gender-neutral greeting. That would make a huge difference to the individual experience of someone in the LGBTQIA+ community. Not everyone identifies as male or female, however people make assumptions and it’s extremely awkward and hard for that individual to correct someone if they’ve used the wrong pronoun for them. It might feel like a small thing, but it makes that person feel seen, and real change begins a small shift in mindset for everyone.
Are there any ways that you support other, perhaps younger, members of the LGBTQIA+ community in the industry/your workplace?
I’m not a loud supporter. I’m not the type to protest or wear loud rainbow outfits during Mardi Gras. My way of showing support to the LBGTQIA+ community in our workplace is by being open to every individual, and not being judgemental. It sounds simple, but if I’m able to interact with someone every day and just celebrate them by enjoying stories about their life when having lunch, it makes a big difference. Because what I’m doing in that moment is giving them confidence to be who they are, and creating a space where they feel safe to share that part of them with me.
How will you be celebrating World Pride 2023 in your workplace?
I work at InterContinental Sydney, where we have fully embraced our hashtag #PrideHowYouPride! We have embedded the inclusive, fun spirit of World Pride into every aspect of our guest and employee experience. Our guests are admiring the extraordinary Fleurs de villes Rainbow Goddess on display in the lobby, which is a fresh floral mannequin that has vibrant joyful blooms that celebrate Pride. I kicked off World Pride this year by sipping on one of our Pride-themed cocktails at Aster rooftop bar, while admiring the Opera House as it was lit up with all the colours of the rainbow.