Aditya Kondawar@aditya_kondawar
The most radical innovation at Lemon Tree Hotels had nothing to do with room design or pricing. It was about who stood behind the reception desk, who cleaned the rooms, and who served breakfast
In a dialogue between the HR department and the CMD, Patu Keswani, they decided to hire 2 differently-abled people. "It was an experiment. The team was not sure how the new staff members would integrate with the rest of the team or if they could do the job," says Aradhana. The impact of this small gesture was apparent when Mr. Keswani was approached by a very emotional mother of one of these persons with an invitation to attend his wedding. The possibility of this nuptial would have been negligible if the boy had no job. By merely giving an opportunity, everything changed. And, the business continued to gain from the services of 20+ differently-abled resources. Since that day, there has been no looking back.
What started as an experiment evolved into one of the most ambitious inclusion programs in the global hospitality industry. Currently, ~13% of Lemon Tree employees are from this disadvantaged segment of the population, although the company targets and often achieves a rate closer to 20% in many properties.
"This is not charity, it is our business model" became Lemon Tree's mantra. The numbers backed it up. Employees with disabilities showed lower attrition rates (12% v/s industry avg of 50%). They demonstrated higher loyalty, better attendance, and often superior performance in their designated roles. The deaf employees in housekeeping communicated through visual cues and checklists, often resulting in more thorough cleaning. Staff with Down syndrome, working in consistent routines, excelled in laundry and food service roles.
Lemon Tree Hotels has been presented the National Award by the President of India for 'Best Employer of Persons with Disabilities' in 2016 and 2011, and a third National Award in 2012 for being a 'Role Model in providing a Barrier Free Environment to Persons with Disabilities'.
The business case was compelling. In an industry plagued by 50-100% annual turnover, Lemon Tree's inclusive hiring created a stable, dedicated workforce. Training costs dropped. Service consistency improved. And something unexpected happened—guests noticed. The genuine warmth from employees who had been given opportunities they couldn't find elsewhere created an authenticity that no amount of hospitality training could replicate.
The ripple effects went beyond the hotels. Lemon Tree partnered with NGOs to create training programs. They developed visual communication systems that became industry standards. They proved that infrastructure changes for accessibility—ramps, visual alerts, modified workstations—cost less than the savings from reduced turnover.
By making inclusion a business strategy rather than a CSR initiative, Lemon Tree didn't just change lives—it changed the economics of hospitality employment in India.
This is awesome!
Src – Empor top, no reco
