Voices of Arc: Emma Brandwood on Disability, Inclusion and Flexible Work.

Voices of Arc is a feature created to amplify the voices of our community of over 11,000 Team Members. It’s an opportunity to listen, learn, and better understand their unique experiences in the hospitality industry as we work together to shape a more inclusive, accessible, and empowering future for flexible work.

Our community is made up of people from a wide range of backgrounds, identities, races, genders, religions, and neurotypes. Through their stories and perspectives, we celebrate the diversity that makes our community special and gain valuable insights to help make flexible work a better place for everyone.

In this edition of Voices of Arc, we speak with Emma Brandwood, who shares her experiences and perspective as a member of the disability community. Through her story, we aim to better understand the experiences of people with disabilities in the hospitality industry and explore how we can make flexible work more inclusive and accessible for everyone.

1. What has your experience been like working in hospitality as a person from your community of people with disabilities?

Working for Arc has been great, I’ve always wanted to work inside the football stadium, and other places like the BrewDog Stadium and Blackstone Warehouse, and now that I am, I’ve got more experience with being a Bartender and a lot more confidence, I’ve had a few challenges along the way.

 2. Have there been moments where you felt particularly included, supported or celebrated?

In certain places I work, because it’s my first shift, I am shown what to do if I work on a kiosk or a different bar to what I’m used to, for the first time at any events, how the system works in a kiosk or in a bar and how to use the till.

3. Have you experienced barriers or challenges that others may not be aware of?

Because I’m hard of hearing, I have trouble hearing what the customers are saying, and especially if they’ve got a certain accent, a lot of the time, I have to ask colleagues if they can understand what they’re saying.

4. What would you like employers and colleagues to understand about your experience?

It is very challenging for me to work as I have a hearing impairment, and colleagues have ended up getting very impatient with the fact I’m having trouble hearing what they are saying, and a lot of the time, I get the orders wrong.

I also have a condition called Hypermobility Syndrome (double jointed) and after working on my feet for so many hours and pouring drinks, I end up with pain or discomfort in my hands, legs and feet, I’m legally supposed to be given more breaks so I can give my joints a rest. I often find after working, it takes me a few days to get back to normal and feeling less tired.

5. What advice would you give to someone entering the industry from a similar background?

If there are anyone who wears hearing aids, if they apply to work for certain agencies, the agencies choose where they get placed to work, sometimes, there’s the issue of noise level, everyone chatting, or the karaoke being played, so they might have trouble taking orders from customers.

6. What does an inclusive workplace look like to you?

One where everyone’s working as a team and helping each other out, like we’re all one big happy family, and if there are any new recruits, to help them with any problems they might come across and show them how to use the till.

7. What is one thing employers, managers or colleagues could do better to create a more inclusive workplace?

Nothing really.