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Indian industry leaders across hospitality, tech and gig work share how meaningful accessibility, inclusive culture and digital readiness are driving real empowerment for PwD.
From hospitality and digital accessibility to platform-based work, leaders are shaping a new narrative, one rooted in empathy, innovation and sustained action.
As India’s inclusion movement gathers momentum, organisations across sectors are moving beyond tokenism to build systems that enable genuine dignity, independence and opportunity for persons with disabilities (PwD). From hospitality and digital accessibility to platform-based work, leaders are shaping a new narrative, one rooted in empathy, innovation and sustained action.
Empowering Gig Workers Through Structure and Sensitivity
In platform-based work, inclusion requires far more than opening the door for PwD workers, it demands thoughtful systems that ensure safety, earning potential and day-to-day dignity.
Anjalli Ravi Kumar, Chief Sustainability Officer, Eternal, explains how this takes shape within Zomato’s workforce of delivery partners. She says, “At Zomato, our focus is on supporting and empowering PwD delivery partners who show remarkable commitment as they build their livelihoods on the platform. As of October 2025, more than 5,000 PwD delivery partners have onboarded on our platform, including over 1,000 partners with hearing and speech impairments.”
Rather than limiting support to entry-level access, Zomato has built mechanisms that directly affect a partner’s everyday experience. As she elaborates, “To strengthen their experience on the road, we offer higher earning potential per kilometre, specialized training for fleet coaches, and dedicated grievance-redressal channels.”
But for her, the heart of inclusion lies in the culture employees encounter daily. “We’re also strengthening our sensitization efforts and upgrading our technology to better support partners with locomotor, hearing and speech disabilities. At the end of the day, we believe it’s the everyday moments of empathy that make their experience truly inclusive.”
Hospitality Leads With Humanity
The hospitality industry offers another lens, one where inclusion can redefine not only the workforce but also guest experiences.
At IHCL Goa, Senior Vice President, Operations, Ranjit Phillipose, describes inclusion as a lived philosophy shaped by people, not processes. He reflects, “For me, Purple Fest is a movement that reflects who we are and what we stand for. Across my journey with IHCL, from London and New York to Dubai, I have worked with some of the most inspiring associates who also happen to be specially abled.”
He notes that working alongside such colleagues has fundamentally shaped his understanding of leadership. “Their discipline, passion and professionalism have taught me that inclusion is not charity; it is an education.”
This philosophy underpins the ABLE framework at IHCL Goa, designed to create accessible and empowering workplaces. Phillipose shares, “In my office here in Goa, a neurodiverse associate works tirelessly with numbers, which is a daily reminder that talent has many forms. We have already welcomed 27 associates with diverse abilities and this is only the beginning.”
Training, sensitization and partnerships ensure the work extends beyond policy. He adds, “Our teams undergo expert-led training, including sign language, as we work to make both guest and associate experiences more inclusive.”
His concluding belief captures the ethos of the organisation, “Inclusion, at its core, is not a policy, it is a promise, a promise to listen, to learn and to lead with compassion.”
Creating Inclusive Career Pathways Through Hospitality
At Conrad Pune, inclusion is framed as a culture that shapes the entire employee lifecycle. General Manager Abhishek Sahai articulates this commitment clearly, “At Conrad Pune and at the Hilton global level, inclusion is an everyday culture that shapes how we hire, engage and grow with our people.”
Their flagship initiative focuses on building capability and confidence. Sahai explains, “We focus on creating meaningful opportunities for individuals with disabilities through skill-building, mentorship and meaningful roles that allow them to contribute with confidence.”
The hotel’s ‘Dare to Dream’ initiative exemplifies the belief that talent is unlocked when systems support people. As Sahai says, “Our ‘Dare to Dream’ initiative has helped us reach talented individuals from diverse backgrounds, including people with disabilities, and support them in building dignified, independent careers in hospitality.”
For him, the outcome is both human and organisational. “When every person feels valued, respected and empowered, the entire organisation thrives, and that’s the culture we proudly stand for at Conrad Pune.”
Digital Accessibility: The Foundation of Inclusion
Even as organisations transform their physical and cultural spaces, digital accessibility determines whether PwD individuals can access opportunities in the first place.
Shilpi Kapoor, Founder and CEO, BarrierBreak, underscores its urgent importance. She states, “Digital and workplace accessibility form the foundation for the economic independence of people with disabilities. This is very relevant for a populous nation like India with people from various socio-economic backgrounds.”
Kapoor highlights that accessible design is what separates symbolic inclusion from true empowerment.“True inclusion is possible only when we create environments where persons with disabilities can thrive and excel in their roles. This empowerment unlocks a vast pool of untapped talent that fuels innovation and excellence.”
BarrierBreak’s work demonstrates how deeply accessibility can reshape outcomes.
Kapoor says, “BarrierBreak prioritizes a people-first, technology-enabled approach that demonstrates accessibility is not a barrier but a powerful enabler of talent and innovation.”
The findings from their BB100 Digital Accessibility Report reveal significant gaps.
She notes, “Our report shows an average of over 91 accessibility errors on finance sector websites alone. These digital barriers prevent persons with disabilities from independently accessing services, applying for jobs or obtaining critical skills.”
For Kapoor, the path forward is unequivocal. “Dignified earning happens when organizations normalize disability employment as a core human resources strategy rather than mere corporate social responsibility. Accessible design is no longer optional; it is imperative.”
A New Era of Inclusion
Across industries, a common principle unites these leaders: inclusion is not an act of goodwill, but a commitment to equity, talent and progress.
Whether on the road, in hotels or in digital spaces, their efforts show that accessibility is not merely about removing obstacles, it is about unlocking human potential.
About the Author
Swati Chaturvedi is a seasoned media professional with over 13 years of experience in journalism, digital content strategy, and editorial leadership across top national media houses. An alumna of Lady…Read More
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