Ireland’s Future Is Accessible and Inclusive – Jenny De Saulles

Monday, July 28, 2025. 2:33pm

Jenny shares how Fáilte Ireland is leading the charge to position Ireland as a world-class accessible and inclusive destination

Jenny De Saulles Director of Sector Development at Fáilte Ireland, shares how the National Tourism Development Authority is leading the charge to position Ireland as a world-class accessible and inclusive destination – beginning with its latest initiative, Access for Success. This programme is designed to transform accessibility across the hotel sector and deliver on Fáilte Ireland’s commitment to enhancing inclusive experiences for all visitors.

Why Accessibility Matters More Than Ever

Accessible and inclusive tourism is increasingly recognised as both a fundamental aspect of responsible travel and a key driver of long-term sector resilience. In a competitive global tourism landscape, destinations that prioritise accessibility and inclusion are better positioned to attract a broader, more diverse visitor base and sustain their appeal across domestic and international markets.

Belvedere House, Garden and Park, Mullingar

Jenny De Saulles explains why Fáilte Ireland is placing a strong emphasis on accessibility and inclusion.

“Accessibility is no longer option, it’s fundamental to delivering a world-class tourism experience. By embedding inclusive design and practices across our hospitality sector, we not only broaden our appeal to a more diverse visitor base, we future proof our industry’s growth, resilience, and global competitiveness.”

While accessibility is often associated with physical features such as wheelchair ramps or designated parking spaces, true inclusion extends far beyond physical infrastructure. It involves proactively addressing a broad range of guest requirements including mobility and sensory needs, neurodiverse preferences, cultural sensitivities, and dietary requirements, to deliver seamless, respectful, and inclusive experiences across all touchpoints.

“True accessibility is about creating a consistently inclusive experience at every touchpoint. From planning and booking to arrival and departure, every interaction is an opportunity to demonstrate our commitment to welcoming all guests with dignity, empathy, and excellence.” Jenny says.

The Business Case for Inclusion

The global disability market comprises over 1.3 billion people, with a combined annual spending power exceeding $8 trillion when including family members, friends, and caregivers. “Prioritising accessibility is not only the right thing to do, it’s a commercially sound strategy.” Jenny says “As the profile of our visitors continues to evolve, with growing numbers of older travellers and diverse needs, the opportunity for inclusive tourism to drive growth and differentiation has never been greater.”

People Make Places: The Power of One

While accessible infrastructure is essential, it is the human element that truly defines an inclusive tourism experience. Features such as ramps, automatic doors, or accessible signage are only effective when supported by staff who are trained, aware, and empathetic to the diverse needs of guests. Inclusive service is reflected in the small but meaningful interactions – a front desk agent who addresses the guest directly, a team member who offers water for a guide dog without being prompted, or a server who uses basic sign language or provides alternative communication tools.

Jenny explains, “Infrastructure plays a vital role in accessible tourism, but it’s people who truly shape the experience. From frontline teams to planners and designers, it’s their actions and awareness that determine how inclusive a destination feels. This applies equally to a guest with a disability, someone who is neurodivergent, or a visitor navigating unfamiliar cultural norms.”

Introducing: Access for Success

Fáilte Ireland is committed to positioning Ireland as a leading accessible and inclusive tourism destination by 2030. As part of this strategic vision, Fáilte Ireland has launched the Access for Success Initiative, an industry-focused initiative designed to support the hotel sector in integrating inclusive practices across operations. The initiative aims to ensure that every guest feels genuinely welcomed, supported, and valued, while also helping businesses unlock new market opportunities and enhance service delivery.

Take part in Fáilte Ireland’s Access for Success Programme

Expressions of interest for Intake 2 open on 14th July 2025.
Whether your hotel business is at the beginning of its accessibility journey or looking to build on existing efforts, this initiative offers practical tools, expert guidance, and access to a growing network of tourism professionals committed to inclusive excellence.Further information available on www.failteireland.ie

Redesigning Access with Cost-Effective Improvements

Enhancing accessibility and inclusion within a hospitality setting does not always require significant capital investment. In many cases, impactful improvements can be achieved through low-cost, operational adjustments that are grounded in empathy and guest-centred design.

Examples of practical measures include:

Ensuring booking engines, menus, and customer service pages are compatible with screen readers and compliant with Web Content Accessibility Guidelines (WCAG).
Publishing an Access Welcome Guide on your website to provide clear, pre-arrival information about your property’s accessibility features.
Offering rooms with grab bars, roll-in showers, and step-free layouts, clearly labelled and easily bookable online.
Creating designated quiet zones in dining areas using buffer screens to support guests with sensory sensitivities.
Training kitchen staff to accommodate allergies and dietary preferences, and presenting menus in large print, with symbols and plain language for ease of understanding.
Equipping front-of-house teams with inclusive customer service training to better support diverse guest needs.
Implementing emergency protocols that account for a range of accessibility requirements.

A Shared Responsibility, A Shared Future

Across the country, many tourism businesses are already demonstrating leadership in accessibility and inclusion – proving that hospitality can be welcoming to all. Others are at the beginning of their journey, seeking guidance on how to move forward with purpose.

Fáilte Ireland recognises that building an inclusive tourism sector is a long-term commitment – one that requires collaboration, capability-building, and a shared vision for the future. Through strategic partnerships with industry stakeholders and advocacy organisations, the focus is on strengthening business resilience and embedding inclusive practices across the sector.

Jenny concludes “By championing inclusive design and service principles, Ireland can continue to strengthen its reputation as a world-class destination that embraces diversity and welcomes all visitors, supporting vibrant, equitable communities.”