Designing Inclusive Visitor Experiences: Practical Approaches for Hospitality, Tourism and Events

1-day, in-person professional short course

Course Aim

This practical course will equip tourism, hospitality, and event professionals with the knowledge, confidence, and hands-on strategies to deliver more inclusive and accessible visitor experiences. Participants will learn how to recognise barriers across physical spaces, service interactions, and digital touchpoints, and how to address them to create welcoming, inclusive environments that meet the needs of all visitors.

Who is it for?

This course is designed for professionals who work directly with guest experience, including:

• Mid-level managers and supervisors
• Frontline staff
• Venue and event coordinators

It is particularly relevant for those working in:

• Hotels, attractions, and heritage sites
• Festivals and live events
• Restaurants and food service
• Conference and meeting venues
• Destination-based small businesses

No prior expertise in policy or accessibility is required; this course is tailored to hands-on professionals who want to make a tangible impact.

What you will cover

Over the course of the day, participants will explore:

• Understanding guest access needs and motivations, including hidden disabilities
• Identifying where barriers arise across the visitor journey
• Designing inclusive environments (physical, digital, and human factors)
• Best practice in inclusive service and communication
• Case studies showcasing good practice from UK and international examples
• Developing realistic, actionable steps to integrate inclusion into business practice

Learning approach

Through a mix of interactive activities, case studies, group discussions, and practical exercises, participants will build both confidence and actionable plans for their own workplace. Each participant will leave with a personal action plan identifying key changes they can make.

Key course information

Course date: Thursday 22 January 2026. In-person, 1 day (09:30–16:00)

Venue: Cardiff School of Management, Cardiff Metropolitan University, Llandaff Campus, Cardiff, CF5 2YB

Cost: £250*

*Organisations in Wales may qualify for 50% funding to support participation. Eligibility is subject to Welsh Government Flexible Skills Programme. 

Hospitality will be provided throughout the day and a certificate of attendance issued upon completion.

For course-specific enquiries, please email Dr Emmet McLoughlin: emcloughlin@cardiffmet.ac.uk

To enrol on this course, please go to our online store or contact csm-enterprise@cardiffmet.ac.uk for more information regarding enrolment and payment methods.