Resources for IGLTA Accredited™
8-point criteria system description and examples:
1. Publicly displayed non-discrimination policy or customer charter
Accreditees must upload a non-discrimination customer charter/statement of intent that includes a clear zero-tolerance policy for LGBTQIA+, sexual orientation and gender identity discrimination or similar policies. This policy must be made public (eg. on the organization’s website and a URL provided).
Refer to Appendix A on the IGLTA Association Bylaws Code of Conduct
Equal opportunity organization statement on Careers page:
IGLTA is an equal opportunity organization and encourages applications from people regardless of their race, ethnicity, age, sex, sexual orientation, gender identity, gender expression, religion, marital status, immigration status, veteran status, or disability. IGLTA has a Global Operations Team with virtual offices in several countries.
2. Staff LGBTQ+ sexual orientation and non-discrimination policy
Accreditees must upload the excerpt from their staff manual or handbook that includes non-discrimination policies that protects LGBTQ+ members of staff. Other verifiable documents could be a staff contract and recruitment advertisements/job descriptions that explicitly state equal opportunities based on sexual orientation and gender identity. We understand that in certain countries/regions local laws may not support the requirement of such policies, but in such instances the company/organization can provide internal policies that protects its LGBTQIA+ members of staff.
Employee Handbook on page 7 in section 5. See the excerpt below:
“No Harassment / No Discrimination
IGLTA does not and will not tolerate any type of harassment and/or discrimination of our employees. The term “harassment” includes, but is not limited to, slurs, jokes, and other verbal, graphic or physical conduct relating to an individual’s age, race, color, national origin, ancestry, sex, sexual orientation, gender identity and expression, pregnancy, religion, veteran status, political affiliation, marital status, familial status, disability, or any other characteristic prohibited by law. “Harassment” also includes sexual advances, requests for sexual favors, offensive touching, and other verbal, graphic, physical conduct, or electronic communications of a sexual nature involving either members of the opposite or the same sex.”
3. Complaints, whistleblowing and watchdog procedures
Accreditees must provide the organization’s procedures for approaching, dealing with and remedying any LGBTQ+ customer and staff complaints against the organization.
Article VII, section 7.1 of the IGLTA Association bylaws states:
“Upon admission to membership, IGLTA members shall agree to act in accordance with the IGLTA Professional Code of Conduct (attached as Appendix A to the By-Laws). Failure to adhere to this code may result in disciplinary action including revocation of membership. Complaints or alleged violations of this code should be filed in writing to the Board of Directors. For purposes of consistency and fairness, where applicable, the Professional Code of Conduct shall apply equally to employees of IGLTA.”
4. LGBTQ+ customer champion
Accreditees must provide the contact details of one customer-facing member of staff, assigned as the organization’s LGBTQ+ “champion.” This member of staff will be the person who is the direct customer liaison should there be an LGBTQ+ issue on property.
5. LGBTQ+ community support
Accreditees must demonstrate a minimum of two ways in which the organization provides for and gives back to the LGBTQ+ community. Program members can show support for the global or local LGBTQ+ community through giving, in-kind contributions, Pride and community engagement, mentorship and by working with local non-profits. We strongly recommend that organizations consider trans*, women’s, social-mobility/homelessness and mental health, and HIV/AIDs communities and non-profit organizations.
6. LGBTQ+ inclusive marketing and communications
Accreditees must include one example of LGBTQ+ positive/inclusive marketing and communication practice in the last 24 months or plans to develop one in the next 12 months. If you attach images of a post, please include URLs to the actual live post for verification.
Links to blog entries and articles:
Social Media and newsletter posts:
7. Third-party references
Provide one example of a positive LGBTQ+ reference directly from customers, or third-party peer-to-peer programmes (eg Tripadvisor), or provide a verified reference from a travel agent or a long-standing IGLTA member.
8. Diversity and sensitivity training
Provide proof of LGBTQ+ specific diversity and sensitivity training to their team. It is expected that senior management, heads of department and front-facing hotel staff should be trained, or be part of an ongoing LGBTQ+ professional development programme. If you want to provide information on your own training program, acceptable LGBTQ+ sensitivity training must include the following topics:
· LGBTQ+ glossary, language and pronouns
· Gender diversity
· Unconscious bias
· Inclusive marketing and communications
· LGBTQ+ history and the challenges faced by the community
· Size, value, LGBTQ+ travel industry and spending power of the market
· Inclusive hospitality operations