Advancing a More Inclusive Environment for Guests and Team Members with Non-Visible Disabilities
Hilton joined the globally recognised Hidden Disabilities Sunflower network and has rolled out its program across all Hilton-managed hotels in Japan, as well as the regional office in the Japan, Korea, and Micronesia region.
The program introduces the “Sunflower”, an internationally recognised indicator that discreetly signals that the wearer may have a non-visible disability and could require additional support.
Through this initiative, Hilton is strengthening its commitment to inclusivity, ensuring that both guests and team members with non-visible disabilities receive the understanding and assistance they may need, not only during hotel stays, but also in the workplace.
The program is led internally by Hilton’s Abilities Team Member Resource Group. As part of the rollout, more than 80 percent of team members have completed dedicated training. This training enables team members to better recognise and respond to needs that may not be immediately visible, including those associated with autism, intellectual disabilities, and dementia, allowing them to provide thoughtful and appropriate support.
By wearing the Sunflower symbol, individuals can discreetly indicate that they may require additional understanding, care, or assistance. In some cases, individuals may also present a card outlining their specific needs to receive tailored support. Team members who have completed the training may also wear Sunflower pins or lanyards to signal that they are allies and available to provide assistance, creating an environment where guests can feel at ease seeking help and enjoy a more comfortable stay.
Joseph Khairallah, area vice president and head of Japan, Korea & Micronesia, Hilton, said:
“We recognise that individuals with non-visible disabilities may find it challenging to communicate their needs, which can at times lead to uncertainty or discomfort when traveling. At Hilton, we are committed to creating an environment where both our guests and team members feel supported and able to be themselves. The introduction of the Sunflower program in Japan enables us to deliver more thoughtful and inclusive care tailored to individual needs. It also marks an important step in strengthening a workplace culture where team members with non-visible disabilities feel understood, supported, and empowered to thrive, while ensuring every guest can enjoy a truly comfortable and reassuring stay.”
Paul White, CEO, Hidden Disabilities Sunflower, said:
“We are delighted to welcome Hilton-managed hotels in Japan, as well as regional offices in Japan, Korea, and Micronesia, to the global Hidden Disabilities Sunflower. The Sunflower empowers Hilton staff to confidently identify guests with non-visible disabilities so they can provide support and assistance without lengthy explanations. With the Sunflower, guests receive more understanding, kindness and extra time, while staff gain tools and awareness to better support everyone. Inclusion in the Sunflower program demonstrates Hilton's clear commitment to accessibility for its staff and guests as a disability-inclusive hotel operator.”
Learn more about Hilton Japan by visiting the website: hilton.com/japan