Operations, MICE & Accreditation Readiness

• Pre-arrival: booking forms, name/pronoun fields, room preferences
• Check-in: greeting protocols, avoiding assumptions
• Room layout: gender-neutral options, amenities, privacy
• MICE attendee experience: registration, badges, social events, facilities

Inclusive guest journey map + MICE attendee checklist

• Inclusive language: what to say, what not to say, and why precision matters
• Handling sensitive situations in front of guests
• Internal team coordination during incidents
• Response framework for LGBTQIAN+-related complaints

Role-play across 4 sensitive scenarios

Inclusive language playbook + incident decision tree

• Marketing communication that reflects diversity without pinkwashing
• Imagery, language, and channels that reach LGBTQIAN+ travellers
• Community engagement (at least 2 forms) per IGLTA criteria
• Case study: a hotel that used inclusive marketing to drive bookings

Inclusive marketing checklist + community activity menu

• What IGLTA Accredited™ is and why it matters for international bookings
• Documents to prepare for IGLTA Accredited™ submission
• ESG reporting: evidence built in this course maps directly to GRI 405/406
• Proud Mark certificate confirms coverage of IGLTA criterion #3
• Next steps and post-course support

Present action plan to the committee